Kathryn Frey Email & Phone Number

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.
• 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.

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.

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.

• 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.