Katherine Campbell

● Provide real-time customer support via live chat, assisting users with platform features, promotions, and general inquiries while maintaining a professional and empathetic tone ● Manage multiple chat conversations simultaneously in a high-volume environment, ensuring accuracy, clarity, and timely responses ● Perform first-step investigations on user issues and escalate technical or complex cases to internal teams following defined procedures ● Maintain clear documentation and adhere to communication standards, schedules, and quality requirements in a fully remote setting ● Stay up to date on processes, tools, and platform updates through ongoing training and internal resources

● Delivered front-desk and remote customer support, managing up to 50+ client inquiries daily via phone, email, messaging, and in person, maintaining high satisfaction and service consistency ● Streamlined appointment scheduling and referral processing, improving operational efficiency ● Maintained accurate digital records for patients, contributing to a reduction in administrative errors ● Regularly contacted clients with overdue balances to arrange payments and clarify account details ● Collaborated with veterinary staff to support a high standard of care and service consistency

● Transitioned successfully to remote work during the COVID-19 pandemic while maintaining productivity and accuracy ● Handled 30+ daily inbound calls and emails, directing clients efficiently and resolving inquiries ● Digitized and processed insurance and auction documentation with discretion, increasing data accuracy and minimizing processing delays ● Coordinated post-auction logistics and managed lost-and-found, enhancing customer satisfaction ratings

● Supervised CSR team and daily front-desk operations, improving scheduling accuracy ● Trained new hires and introduced workflow improvements that reduced client wait times ● Handled escalated client concerns with professionalism, achieving positive feedback ● Oversaw outreach to accounts in arrears, initiating follow-ups and coordinating payment arrangements to recover outstanding balances ● Oversaw inventory tracking and vendor orders, reducing stockouts and administrative delays

● Supported multiple clinics with daily scheduling, emergency triage, and client communications ● Managed prescription fulfillment and patient records, maintaining strict confidentiality and accuracy ● Processed invoices, payroll, and operational reports; optimized staff scheduling for 10+ employees ● Managed delinquent client accounts by initiating payment recovery efforts, payment plans, and escalating to collections when necessary ● Led CSR onboarding and coordinated locum support, improving clinic staffing reliability ● Participated in management strategy sessions, contributing to staff and client retention and service improvements

● Wireless Customer Service & Sales (Mar - Jul 2013): Resolved billing and service inquiries with a strong first-call resolution rate; consistently exceeded call time and sales KPIs ● Wireless Loyalty Specialist (Jul - Nov 2013): Facilitated device upgrades and renewals, increasing customer retention; developed sales tracking boards to enhance team performance ● Wireless Customer Relations (Nov 2013 - Dec 2014): Handled high-level escalations and retention cases; shared customer insights that shaped strategy; met daily volume and retention targets