Cate W. Email & Phone Number

Kirkland, Washington, United States

Duvall, Wa

Duvall Mail & Locks Retail / Printing & Shipping front of house (Duvall Print & Post) • Promptly greet and assess customer needs in-house. Handle customer inquiries via phone and email. • Schedule and prioritize print jobs. • Complete print orders using Adobe InDesign, Photoshop, Illustrator, Acrobat (PDF), Microsoft Office/Publisher. Konica, Sharp 5110, 2610, Epson Professional Photo Printer. Finish print orders using various equipment including Duplo slitter, Hassler folder, and laminator. • Ship items via in-house applications tied to U.S. Postal and FedEx shipping networks and point of sale.• Collaborate with management and team to create knowledge base articles. Evaluate processes and procedures to improve documentation for team reference and training. Lock Sales/ Customer Service Agent (Security Snobs.com)• Answer incoming customer product and order inquiries. • Troubleshoot product and installation issues. Contact customers regarding order discrepancies and preform secure transaction checks on domestic and international transactions. • Quality check assembled orders. Test the locks for smooth function and assembly discrepancies. Communicate with assemblers when issues were identified. • Create quotes for volume customers for domestic and international customers. Check stock volumes and related security documentation. • Quality Assurance Shipping. Check invoices against the product in boxes. Verify shipping address and order number. Securely package and complete order. Address any questions or abnormalities as they surfaced. • Collaborate with management and team to evaluate process and procedures, and create and organize documentation for team reference and training. Lock Assembler / Quality Assurance (Security Snobs.com)• Assemble high security locks including Abloy, BiLock Evva, and Medico. • Troubleshoot and retrofit older locks.• Create new documentation for internal knowledge base. Edit and reorganize existing documentation.

Redmond, Washington

Parker Staffing – Nintendo Contract September 2009 to June 2017 • Network Support Tier 2 – Resolve complex connectivity issues between Nintendo products and home Wi-Fi networks via phone and live chat. Troubleshoot various modem and router settings with remote access tools. Mentor new bilingual agents for Network Support Tier 2 roles.• Consultation Line – Provide help desk support for agents via chat and phone including coaching, mentoring, and knowledge base support. • Consumer Escalation Line – Handle inbound and outbound contacts for escalated and complex consumer situations. Implement standard solutions as well as apply creative resolutions for exceptional circumstances. • Contract Team Coordinator – Collaborate with Training Group to provide a training-to-floor experience for seasonal agents. Provide classroom set-up and support including equipment, track attendance and performance issues, prepare training materials and test scores. Lead a team of 10-15 agents during times of peak volume in order to ensure Nintendo customers were supported. Monitor and evaluate individual and team performance. Provide coaching and feedback in order to ensure agents and team met key performance indicators. • Router Card Infobase Management Project - Identify and resolve search issues and linked references, edit and add new content. Track trends for error codes related to specific devices. Create new process to improve turnaround for content verification. Train agents on new verification and editing process. Document new process and procedures. • Consumer Outreach - Manage and track consumer contacts and trending situations.

Customer Service Supervisor January 2007 – November 2008• Lead a team of 10-20 representatives including training and mentoring of new reps. Provide team support in the following areas: monitoring, coaching, training, task direction, chair team meetings, conduct employee evaluations/reviews, etc.• Floor monitoring, which included phone, chat, email, MSN communicator, staffing, and opening call center, including system checks and system/contact volume reports. • Projects included staff scheduling for email and chat, and policy documentation for the web knowledge base aid. • Create and manage the department recognition programs including quality and productivity recognition. • Develop training modules to assist reps in improving phone skills, first contact resolution, soft skills, and path to resolution (problem solving and ownership). • Revamped quality program. Developed new quality form and call calibration process. • Attend management training sessions including Monitoring and Policies, Coaching for Success, Stress Management, Team Motivation, Staffing, and Resource Project Management.Merchant Service Provider Support Agent, May2006 – January 2007 • Answer incoming calls from Merchant services banks regarding transactions, and settlement amounts and times. Assist Merchants with settlement account information. • Provide support for merchant bank representatives for settlement and transaction information and resolutions. Merchant Support Agent, March - May 2006• Provide programing support to web programmers setting up web site and shopping carts. • Answer incoming calls from merchants about transactions, settlements and billing.