Kathryn Williamson Email & Phone Number

Lake Mary, Fl

My responsibilities include analyzing, auditing, and investigating my assigned client’s A/R process in order to ensure quality, resolve errors, and provide strategic solutions.Using prepared reports I audit and review performance issues focusing on identification of trends, instituting continuous quality improvement initiatives, and identifying and providing on-going training opportunities for representatives.

Orlando, Florida Area

Charged with delivering superior customer service by answering 40-60 calls per 8 hour work shift; analyzes, researches, troubleshoots, and resolves customer problems. Adept at identifying opportunities for selling additional services and accounts by listening attentively to customers and demonstrating empathy. Determines whether customers understand the solution to their problem and provides additional information if needed. Works with colleagues and teams effectively to ensure that customer requests are handled correctly and in a timely manner. Resolves problems that are unstructured and require conceptual thinking. Accountable for completing and updating customer files accurately, transferring misdirected customer requests to the appropriate party, and using decision-support tools to answer questions.• Reduced call-handling time 25% in 4 weeks to exceed expectations.• Met audit objectives during initial review period; audit objectives include capturing the customer’s demographic information and being empathetic and courteous.• Chosen as Shadow Trainer for new hires due to superior skills in handling calls.

Orlando, Florida Area

Used software applications that included Eclipse and ScriptSure E-Prescribing. Accountable for acting as Administrative Assistant to the business owner, preparing invoices, collecting patient fees, preparing prescriptions for the physician, verifying prescriptions with pharmacies, providing documentation to satisfy medical release requirements, overseeing the front office, scheduling and confirming appointments, and ordering supplies. Managed 1 direct report.• Maintained the company’s website so it displayed the correct pricing and medical coverage / patient requirements.• Responsible for updating the policies and procedures for the company and updating medical records.• Provided the physician and owner with up-to-date information on patients, patient records, and pharmacy communications.

Orlando, Florida Area

Store footprint merchandiser, resets, displays, pricing, stock rotation, product cut-in, and independent contractor

Winter Park, Fl

In full charge of overseeing the operations of the Receiving, Merchandise Display, Framing, Retail Floor, and Seasonal Departments. Ensured that superior customer service was provided to each customer. Hired and trained up to 50 associates and assisted with customer training programs; recruited up to 14 additional employees for the holiday season. Determined the work schedules of most staff. Accountable for cash office operations and insuring that store supply budget lines were adhered to. Managed an annual hiring and payroll budget of $416K and 11 direct reports; co-managed 26 employees.• Mastered several operations management, employee management, and other software applications that included PeopleSoft, Compli-9, SAP Electronic Ordering, XBR POS with barcode scanner, Symbol MC9000-G hand scanner, Telxon PTC960 barcode scanner, JDA Software Group, Inc., Advanced Store Replenishment / Network Optimization by E3 (to manage massive product / store combinations while centralizing store replenishment operations), Oracle, PeopleAnswers, hiring and applicant software, SAM time tracker employee and activity scheduler, Windows NT, and Microsoft Office; JDA provides merchandising, POS, analytic and collaborative solutions that improve revenues, efficiency and customer focus.• Boosted store revenues by raising customer enrollments in craft classes by 37.2%; staffed all teacher positions, trained all cashiers to complete the enrollment process, and instructed Floor Associates to promote the classes.• Reduced the store’s turnover rate by 9% in 2010 and 37% in 2011; improved associate training.• Increased the results of the 2012 Associate Survey to 73% from 63% in 2011.• Passed all security and store audits with zero findings for 3 consecutive years.• Decreased store shrink for damages and thefts to 1.72% in 2013 from 2.75% in 2012 – beat shrink target of 1.79%; decreased inventory shrink to 1.98% in 2012 from 3.03% in 2011.

Orlando, Florida Area

• Accountable for recording Healthcare enrollments, taking phone calls, and assisting 4 companies with their 401K, stock purchase, and health benefit management programs.

Orlando, Florida Area

• Oversaw multi-store / multi-product resets; directed merchandising teams.

Orlando, Florida Area

Assisted the Store Manager with all aspects of day-to-day operations; directed store operations in the Store Manager’s absence. Collaborated with the Store Manager to develop business strategies for delivering results as specified by key corporate metrics that included sales, wages, P&L, and shrink. Consistently achieved company objectives by clearly stating the operational goals to store management and associates. Successfully groomed associates for promotion. Established a work environment that was conducive to increasing sales, a consultative selling environment, and improved customer service. Adhered to company processes that included the talent management process, the pre-employment screening process, and the associate file maintenance and compliance process. Championed and enforced the company’s customer service, merchandising, and operating requirements. Accountable for representing the company in the community, executing corporate marketing and merchandising plans flawlessly, and hiring, on-boarding, training, disciplining, and reviewing staff. Managed an annual hiring / payroll budget of $498K and 12 direct reports; co-managed 39 employees.• Devised the training program for store associates that was used at all store locations in the Central Florida District.• Chosen as the Territory Training Manager for the Southeastern Territory after refining the training management program and creating an improved training course for hourly associates; the territory included Puerto Rico and the region bordered by Tennessee, Florida, Louisiana, and the Atlantic Seaboard.• Won the Territory Award for Diversity in Hiring.• Instrumental in the successful roll-out of company programs including Furniture Max, SAP Receiving, and computer-based staff training.

Doctor Of Philosophy Hlth - Health Care Administration, Health/Health Care Administration/Management

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Activities and Societies: Delta Mu Delta, Lambda Sigma ChapterTeam building, presentations, research, and collaborating on various.

Bsha, Healthcare Administration, 3.86

Activities and Societies: Delta Mu Delta, Lambda Sigma ChapterGraduated with Honors, 3.86 Continuing with MBA.