Katherine Wessel, Phr® Email & Phone Number

Kirkland, Wa, Us

Seattle, Washington, United States

Everett, Washington, United States

• Train temporary, new, and current team members in polices, procedures and best practices.• Provide ticket-level and program-level reporting; analyze statistics and other data to determine the level of customer service provided.• Identify, report, and follow up on program and platform issues or updates that affect the customer experience.• Create and update content for product and customer service platforms including internal training documents and customer facing support… Show more • Train temporary, new, and current team members in polices, procedures and best practices.• Provide ticket-level and program-level reporting; analyze statistics and other data to determine the level of customer service provided.• Identify, report, and follow up on program and platform issues or updates that affect the customer experience.• Create and update content for product and customer service platforms including internal training documents and customer facing support pages.• Resolve product or service problems of escalated customers by determining the cause of the problem and providing the best solution. Show less

Greater Seattle Area

• Provides cross departmental collaboration and support to solve complex issues with unfailing client satisfaction.• Using Zendesk, the 7-person team resolves customer support tickets within 15 hours (against an industry average of 22).• Development of rational and highly empathetic relationships with clients, coworkers, and attorney workforce to ensure company and interpersonal success.• Onboarding and training of new associates• Fosters a positive culture that encourages… Show more • Provides cross departmental collaboration and support to solve complex issues with unfailing client satisfaction.• Using Zendesk, the 7-person team resolves customer support tickets within 15 hours (against an industry average of 22).• Development of rational and highly empathetic relationships with clients, coworkers, and attorney workforce to ensure company and interpersonal success.• Onboarding and training of new associates• Fosters a positive culture that encourages honest feedback and transparent communication• Assists with bugs/pain points via Slack, up to and including ticket creation (Jira).• Uses Photoshop to designs marketing materials used in active advertising.• CRM maintenance and lead generation maintenance and monitoring via Salesforce.• High standards of personal accountability for any project undertaken, with the primary purpose of using my prowess to provide exemplary solutions to further Avvo’s already stellar reputation. Show less

Edmonds, Washington

• Solely responsible for all patient communication and appointments.• Aligned patient and provider availability via MyChart.• Maintained charts under strict HIPAA compliance.• Verified patient security and comfortability when checking in for walk-in, scheduled, and diagnostic appointments.• Vendor contact liaison.

Bothell, Wa

• First call resolution for members and providers regarding medical claims, benefits, and eligibility• Accuracy of claims processed and customer service satisfaction above 90%• Ad hoc program management – led small bug bash team dedicated to successful internal software roll out

Seattle, Wa

Seattle, Wa

Mountlake Terrace, Washington, United States

Master Of Business Administration - Mba, Business

Bachelor Of Science - Bs, Business Human Resource Management

High School/Secondary Diploma Programs

Activities and Societies: Newspaper, Yearbook