Catherine Echols Email and Phone Number

-Administer, program, and maintain badge access records for employees and visitors (foreign and domestic) for government purposes-Update and monitor security systems depicting imaging and all other relative data-Technical support for multiple security systems including strategic planning, survey analytics and process improvements.-Coordinate customer service work orders, from initiation to service completion

-Monitored customer interactions (voice & data)-Provided customer survey analytics to ensure data consistency and quality -Assisted with internal audits -Trained new hires on standard operating procedures specific for each business units -Performed one on one mentoring to provide individual feedback and coaching. -Assisted management and teams to help build rapport and to train employees.

-Analyzed technical issues related to company software (phone & online)-Supported customers, clients, peers, and various departments to provide immediate resolution on software-Troubleshooted customer technical issues included but not limited to password assistance, batch file orders, browser related issues, I-9, and credentialing-Identified and documented key problems and resolutions

-Created priority accounts -Documented pricing and account specification in system-Troubleshooted customer technical and account issues-Provided resolution with follow-up documentation -Supported internal billing department with customer pricing issues and helped to ensure compliance within the companies pricing guidelines

-Managed a team of 10 associates for 200 + accounts-Oversaw the completion of employment investigation and verification handling. -Spearheaded and managed several special projects for high risk customers-Managed daily reports to ensure internal and external customer expectations are met. -Provided direct interface with clients/liaisons at both user and management level-Resolved escalated customer issues at management level