Kathryn Frey Email & Phone Number

Aurora, Co, Us

United States

Represent clients ensuring both internal and external clients receive extraordinary service. A key member of the core client account team, accountable for overall satisfaction and retention of assigned accounts. I am a proactive, self-directed, responsive, and focused team member dedicated to achieving extraordinary results.• Manage the day-to-day client relationship and accountable for core service delivery for clients working cross-functionally with all my operational partners. • Effectively manage simultaneous deliverables and interact with several organizational deliverables to obtain results. • High customer satisfaction rate.• Excellent communication skills. • Proactively review performance metrics to promote client satisfaction, profitability, and retention, by utilizing technology, tools, processes, and resources to anticipate and exceed clients’ needs and expectations. • Detail oriented managing multiple high-profile accounts.• Exceeding organizational expectations.• Analyzed trends.• Triage and critical thinking skills.• Present metrics to clients to indicate performance operational statics against

Florida, United States

Accountable for ensuring 20-30 clients received superior service. A key member of the core client account team and am accountable for overall satisfaction and retention of assigned accounts. • Managed the day-to-day client relationship and accountable for core service delivery for clients working cross-functionally with all my operational partners. Business Development• Proactively review performance metrics to promote client satisfaction, profitability, and retention, by utilizing technology, tools, processes and resources to anticipate and exceed clients’ needs and expectations. • Present ESI metrics to clients to indicate performance and operational statics against client’s expectations.• Facilitate upsell opportunities to clients that present better pharmacy management and cost savings for their employees and organization. CRM Customer Relations Management

Provided on-going support to team members in respect to quality, reliability, and accountability. • Accountable for hiring, training, and evaluating team-members as well as managing team’s adherence to meet corporate attendance and employment policies. • Worked cohesively with the leadership team to develop policies, procedures and implement strategic business work plan goals for the center. • Developed and maintained training for WOW Best in Service training for on-boarding Coaches, Managers and Directors. • Was consistently in the top 5% in the call center in respect to meeting goals and production expectations.• Championed a committee to create best practices for providing extraordinary customer service.• Strong internal and external customer service focus, using innovative solutions, and process improvement.• Hands on approach.• Expert managing rapid and complex changing work environment. • Strong knowledge of call center applications, payroll systems, and leave accommodations.• Detail oriented with the ability to analyze, problem solve, organize, and manage multiple priorities. • Strong judgment and instincts.• Ability to manage escalations to resolutions.

Denver, Colorado, United States

Handled KPI reporting, new hire & CSA service improvement training, and managing SLA to 80/20 utilizing historical volumes data, were the core responsibilities of this role. • Developed and facilitated all new hire training curriculum and strengthened the center’s service culture by implementing accountability and goal setting at the individual CSA team, and department levels. • Depended upon to successfully launch new order entry software that better coordinated diagnostic lab and imaging order processing through to technician dispatching and specimen processing in a lean 24/7 70-seat call center based mobile medical services model.

Training Consultant & Independent Contractor • Handled the development and facilitation of training classes in the fundamentals of Communications, Conflict Management, Customer Service, Diversity, Hospitality, Leadership, and Sales, with emphasis on customer-facing front line service training.