Katherine Ring Email & Phone Number

Receive and process customer orders, inquiries, and/or complaints regarding products ordered. Maintain ongoing relationships with selected customers and sales staff. Utilize analysis, judgment, sensitivity to customer needs, knowledge of products, product availability, and sales territories to provide key communications to our customers and Sales.

Grapevine, Texas, United States

Accountable for proofing, updating, and revamping of Tier 1 Customer Service training content with peers, for the creation of micro-learnings and was a back-up Instructional Designer for Store Ops projects.

Grapevine, Texas, United States

Co-trained new phone agents on systems and processes needed to research and resolve customer's requests. Aided L&D Design Team with content development and proofing of Guest Care curriculum.

Grapevine, Texas, United States

QA Specialist who helped setup a new Quality Assurance Department. Reviewed, scored, and coached customer calls and emails for Guest Care Agents: improving the sites Quality KPI month over month.

Grapevine, Texas, United States

Tier 1 Associate responsible for answering, researching, and resolving phone calls and emails. Assisted with GameInformer project which included the update, deletion, and creation of customer accounts.

Was licensed to discuss Health and Life insurance options with residents in Texas, Michigan, Ohio, North Carolina, South Carolina, Virginia, Florida and Utah.

North Richland Hills, Texas, United States

Liaison between Associates and Managers. Completed scheduling, payroll, supply inventory, supply orders and back-office filing. Organized, supported, and processed all steps in an associate’s lifecycle. Maintained and troubleshot issues with store technology. Assisted associates with eLearning courses. Provided back-up support to Amazon returns and.

North Richland Hills, Texas, United States

Completed needs analysis and presented policy solutions to those in need of healthcare. Licensed in eight states. Texas, Michigan, Ohio, North Carolina, South Carolina, Virginia, Florida and Utah.

North Richland Hills, Texas [Position eliminated]

• Supervised 8 – 24/7 Marketing Service Advocates who handled incoming calls and chats for healthcare clients. Monitored, coached, and scored calls for Quality. Supported I.T. with testing of systems and reported.
• Selected to manage 9 – cross-functional, diamond client Scheduling Advocates to determine feasibility of expanding current Supervisor roles.
• Addressed scheduling errors with advocates and sought training to aid in the reduction of errors.
• Coached advocates on process improvements in the areas of quality, call handle time, and wrap time resulting in improved overall team scores month over month.
• Counseled advocates on attendance concerns; reducing the number of written warnings.
• Promoted company culture by supporting daytime events and replicating them in the evening.

• Co-managed 50-60 Scheduling Advocates who handled incoming calls for multiple diamond level healthcare clients. Monitored, coached and scored teams calls for Quality.
• Advised advocates of techniques to improve their call quality, call handle time, and wrap time resulting in individual streamlined processes and improved individual metrics.
• Attended 5 weekly Scheduling training classes to become familiar with diamond client’s requirements.
• Addressed scheduling errors with advocates and requested additional training if needed.

Bedford And North Richland Hills, Texas

• Received and resolved Scheduling and base Marketing Services calls for a variety of Primary Care doctors, Cardiologists, and hospitals.
• Over-achieved call Quality target of 86% with an average of 95% and higher each month.
• Achieved Schedule Adherence target of 95% and exceeded Signed-in time of 96% every month.
• Presented with 5 awards for exhibiting the company’s core values of Customer First, Integrity and One Team One Goal.
• Sub-committee member on the company’s culture team responsible for welcoming new teammates and boosted team morale by celebrating member’s anniversaries and life events.

Irving, Texas [Position eliminated]

• Managed a diverse, wing to wing, customer service team of 6 representatives who handled the review and processing of new contracts, incoming calls, written correspondence, billing, and collections.
• Created and documented a new Collections process that resulted in increased customer contact and improved aged money on open accounts.
• Collaborated with the Customer Service team and Sales Manager on streamlining of the contracts process which decreased the number of days from install to collections.
• Attended monthly meetings with the Route Delivery Manager to brainstorm and implement ways the Customer Service team could assist in generating revenue.
• Met with the Service Manager and General Manager, when needed, to discuss install and service concerns and determine how the Customer Service team could help prevent issues in the future.
• Guided the Customer Service team on the creation, documentation, implementation and tracking of a new Returned Mail process which resulted in reduced postage and more accurate customer accounts.

Lewisville, Texas [Department off-shored]

• Handled incoming calls, written inquiries, and Manager’s customer elevations for the call center. Shared expertise with the Management Staff, Training, peers, and new Call Center Associates to improve team metrics and.
• Created QA scoring sheet and trained management on its use, streamlining calibration meetings.
• Conducted monthly quality inspections and recommended improvements, driving higher QA scores.
• Participated on new system pilots and cross-functional improvement teams which identified gaps to ensure the processes or systems were updated.
• Completed User Acceptance Training for Siebel (Oracle) conversion.
• Led and managed Health and Wellness team of 10 employees and Greenbelt team of 6 employees.

Studies In Business Administration

Associate'S Degree, Business Administration And Management, General