Cathy Allen Email & Phone Number

Overland Park, KS, US

Kansas City Metropolitan Area

Lenexa, KS

• Excelled as a positive and effective trainer, mentor and coach to new and experienced CCRs.
• Training including preparation and delivery of material presented in classroom, on the floor and virtually to work-at-home CCRs.
• Showed great intuition to meet each individual where they are, evaluate, their learning style and provided essential, detailed instruction to ensure each CCR was comfortable in their knowledge and successful.
• Content development and production of tips and… Show more
• Content development and production of tips and tricks visual learning aids.
• Self-motivated to become involved in change management, in a rapidly changing industry, to ensure supervisors and CCRs were up-to-date of new processes and procedures.

Lenexa, KS

• Expertly handled inbound and outbound customer contacts, putting the client and their patient(s) first by utilizing Quest Patient Gold Care Standards.
• Diligently worked to trouble shoot and follow-up with customers on complex issues, working with internal business partners, lab and logistics operations teams to navigate successful problem resolutions.
• Consistently achieved 98% and higher quality scores on all client interactions.
• With extensive Quest product knowledge… Show more
• With extensive Quest product knowledge, provided education and guidance to clients regarding Quest Diagnostics lab processes and resources available to help them in their everyday practice.
• Actively supported coworkers to help them resolve routine and complex customer issues, assisting them in their growth and in servicing clients professionally. Show less

Kansas City, Kansas

• Took orders over the phone and via mail. Answered customer questions regarding products.
• Made both inbound and outbound calls, handling as many as 70 calls per day.
• Politely and effectively resolved customer issues, escalating, if necessary, to management.(This was a full-time seasonal position.)

Leawood, KS

• Successfully implemented over 60 new, multi-product SaaS and pretax administration clients during position tenure, ensuring customer satisfaction, accuracy of implementation and transition to long-term support.
• Managed all on-boarding activities, including initial client consultation, education, software training, data transfer from previous pre-tax benefits provider or internal administrator, as well as to client’s.
• Managed all on-boarding activities, including initial client consultation, education, software training, data transfer from previous pre-tax benefits provider or internal administrator, as well as to client’s.
• Served as central point of contact for internal and external clients to facilitate and keep stakeholders apprised of project status and respond to inquiries. Effectively and efficiently resolved issues, escalating to.
• Worked with team to develop and implement better client satisfaction measurement tools and participation. Achieved personal client satisfaction score of 97%.(Reason for Leaving: Workforce reduction). Show less

Overland Park, KS

• Excellent client relationship building skills by recognizing specific needs and then developing a program to meet and achieve desired results.
• Effectively analyzed continually changing market conditions to help clients price and sell homes, as well as helped buyers research, analyze and determine the correct price to offer on a home.
• Successfully closed over 80 percent of business transactions.

Overland Park, KS

• Successfully led project teams and worked with stakeholders to develop web solution design, from project initiation, development and testing through project launch and user acceptance testing.
• Generated additional revenue stream by suggesting, developing and leading team in adding customer-targeted banners after login, encouraging current customers to upgrade services.
• Increased online customer satisfaction by 14% by working with cross-functional teams on projects that added… Show more
• Increased online customer satisfaction by 14% by working with cross-functional teams on projects that added functionality to online services pages.
• Streamlined support staffing efforts by working with support centers, including chat, email and call centers, to troubleshoot and resolve issues, as well as implement improvements, relating to support and my account.

Overland Park, KS

• Provided design, writing and marketing communications strategy consultation to small businesses throughout the Kansas City area. Previous employer, Allied National was core client.
• Consulted with attorney’s office to develop a functional database as the basis of a relationship-building strategy, increasing number of cases per year from 24 to 36 in less than 12 months.
• Helped local business broker develop an overarching communications strategy that included direct mail campaign… Show more
• Helped local business broker develop an overarching communications strategy that included direct mail campaign development and implementation, local advertising and media planning and database development. Successfully.

Overland Park, KS

• Recognized as a leader by Allied executives and promoted to department supervisor from graphic designer within six months of service.
• Increased successful marketing campaigns by 300%, after company layoff decreased staff by 50%.
• Consistently realized direct mail marketing results of 2-5% and email marketing results of 7-13%.
• Actively worked as primary contact with print and technical vendors.
• Provided all design, writing, department management and communications budget… Show more
• Provided all design, writing, department management and communications budget responsibilities for this third-party insurance administrator. Involved in all aspects of annual marketing plan and day-to-day project flow.

Diploma, General Studies

Bs Business, Business Administration And Management, Marketing

Activities and Societies: Worked two jobs, while supporting a disabled parent, as well as myself, and earning two separate degrees.

Ba Visual Communications, Illustration, Graphic Design, 3.0

Activities and Societies: Worked two jobs, while supporting a disabled parent, as well as myself, and earning two separate degrees.