Kate Ann John is seeking a customer service position and has over 10 years of experience in customer service roles. She has held various customer service, collections, and supervisor positions at banks, telecommunications companies, and healthcare organizations. Her experience includes customer relations, account management, collections, resolving customer issues, and supervising customer service teams.

1. 1217 N BERARD STREET LOT #7 BREAUX BRIDGE, LA 70517
Mobile: 337-384-9000 Email: katejohn1226@yahoo.com
KATE ANN JOHN
Objective:
I have over 10 years of experience with Customer Service. My work record reflects the high
degree of accuracy in which I have maintained. Highly motivated quality-Customer Service
Representative with over 5 years experience in project management, special-event coordination,
and safety management. Exceptional organizational, problem-solving, team-building, leadership,
and negotiation skills. Effective interpersonal, communications, and conflict-management
abilities.
Computer Competence
Microsoft Word
Microsoft Excel
PowerPoint
Microsoft Outlook
10-Key Calculation
Internet Knowledge
Excessive Typing Skills
Work of Experience
04/2014-05/2015 Crescent Bank & Trust
Customer Relations Representative
Summary: Customer Relations Representative assists the department in the collection of past due front-
end accounts. I am responsible to counsel customers for up-to-date payment arrangements on all
incoming and outgoing phone contacts.
ESSENTIAL DUTIES AND RESPONSIBILITIES

2. • Adjust all delinquent accounts assigned in accordance with Collection Department guidelines,
and applicable laws and regulations
• Utilize automated dialing system.
• Identify problem accounts and brings to CRM attention.
• Collect on accounts to bring accounts current
• Meet individual telephone production goals
• Advise the appropriate Supervisor of all accounts that has filed bankruptcy.
• Document collection efforts and submit to the CRM any changes in customer's information.
• Handle customer complaints, resolves problems or refers customers to appropriate bank
representative for resolution
• Handle incoming calls from customers, auto dealerships and other lenders with questions
regarding the status of loan accounts.
10/2011-April 2014 Schumacher Group, LA
Acting Supervisor Jan 2013-June 2013
Team Lead December 2012-June 2013
Patient Contact Center Representative October 2011-December 2012
Communicate with patients by telephone (inbound and outbound) to bring resolution to unpaid
accounts
Provide thorough, efficient, and accurate account updates on computer files for each call made or
received and update records information about financial status of customer and status of
collection
Transfer customer calls to appropriate staff
Demonstrate effective skip tracing techniques by locating patient contact information
Negotiate with patients on options in regards to payment plans to bring bill to a $0
Follow-up on customer inquiries not immediately resolved
Follow up with Patients to ensure that payment arrangements that were made are upheld
Counsel delinquent account patients to assist in finding funds to meet debt obligations
Research Billing issues and misapplied payments
Knowledge, understanding, and compliance with policies and procedures
Provide feedback to management concerning possible problems or areas of improvement
Make recommendations to implement improved processes
Perform other duties as assigned by management
Verify account information and takes credit card payments and electronic checks over the phone
Keep up to date on all company information and trainings
Update Knowledge Base as needed
Assist other co-workers with difficult customers
Assure that the Contact Center Department is responding timely and appropriately to
patient calls, chats, and emails according to stated goals and expectations.
• Provide oversight to the departments noted above to assure:
• Working files and policy and procedure manuals are developed and
maintained
• Adequate staffing levels and attendance are achieved
• Budgetary guidelines are followed
• Workflow is efficient and effective
• High levels of morale are sustained

3. • Compliance with State and Federal laws
• Focus on recovery and meeting departmental goals
• Staffing and employee development
Set clear expectations and hold staff accountable to those expectations, report trends to
Manager or Director
Monitor and maintain a high level of productivity and quality of work, meeting goals set
by upper management.
Perform standard supervisory tasks assisting Manager such as hiring, training,
performance review, conflict resolution, and disciplinary action as required, terminations,
payroll, etc.
Interact with other departments to identify opportunities that affect the performance of
the company and resolve them.
Monitor, teach, coach, and motivate representatives to be patient advocates while keeping
performance goals in mind on every call.
Handle escalated calls to ensure patient satisfaction and generating desired results to meet
with department goals. Insurance verifications, Insurance billing and collections.
SECONDARY RESPONSIBILITIES:
• Participate in various committees as required
• Participate in problem resolution at all levels
• Be a role model within the department by exhibiting mature leadership qualities such as a
positive outlook, enthusiasm, confidentiality, respect, goal oriented, and team spirit.
• Manage workflows that maximize recovery and liquidation percentages
12/07-11/09 AT&T Mobility Lafayette, LA
Customer Relations Specialist
Utilize operational systems to process purchases of AT&T products and services; i.e. collections,
payments for Wireless bills and accessories.
Daily credit card and check reconciliation.
Selected as a primary agent to handle irate customers. (Recognized for ability to calm clients,
resolve problems, and follow through, resulted in strong banking relationships)
Answers customer/client requests or inquiries concerning services, products, billing, equipment,
claims, and reports problem areas.
Work in one or multiple queues/skill sets over various customer contact channels.
Responsible for improving customer retention through programs and service provided to the
customer.
Utilizes mechanized systems to initiate and complete service orders and handle customer
requests.
Continually maintain working knowledge of all company products, services and promotions.

4. Make recommendations according to customer’s needs on features, accessories, upgrades and
rate plans.
08/05-09/06 Nu Comm International Lafayette, LA
Customer Service Representative
Assist customers with daily billing inquires
Activate digital cable boxes
Technical Support for High Speed Internet
Schedule Mortgage Brokers exams
Schedule Loan Office exams
Daily credit card and check reconciliation
Selected as primary agent to handle irate customers. Recognized for ability to calm clients,
resolve problems, and follow through. (Resulted in strong banking relationships)
05/04-10/04 Lowes Home Improvement Warehouse Lafayette, LA
Customer Service Representative
Greet Customers
Prepare Coffee
Place orders via internet
Asset in Receiving Merchandise
Daily cash reconciliation
Account receivable and payable
Consistently managed conflicting priorities under demanding work schedule and met deadlines
to the satisfaction of multiple supervisors
Selected as primary agent to handle irate customers. Recognized for ability to calm clients,
resolve problems, and follow through. (Resulted in strong banking relationships)
05/04-12/04 Angelic Touch Inc. St Martinsville, LA
Caregiver
Providing stabilization and assistance with walking
Preparing meals and cleaning up meal-related items
Providing medication reminders and appointment reminders
Performing light housekeeping tasks (dusting, vacuuming, making beds, changing linens,
cleaning bathrooms, kitchens, etc.)
Washing and ironing laundry
Running errands
Accompanying clients to appointments
Assisting with bathing
Assisting with grooming
Assisting with toileting and incontinence issues
Secondary responsibilities include the following:
• Contributing to a positive living environment to enhance a client's quality of life

5. • Performing other reasonable duties as assigned
• Reporting hours according to office policy
• Reporting any significant changes in a client's needs or living conditions
• Regularly communicating with supervisor and office staff
06/02-07/02 Breaux Bridge Summer Enrichment Program Breaux Bridge, LA
Arts and Craft Teacher
Create a safe and healthy environment
Acted as a role model
Create hands on activities
Take roll
Organize field trips
Information counseling/advising
Inventory control
Education
08/99-05/03 Breaux Bridge High School Breaux Bridge, LA
Diploma General Studies
08/08-05/10 Louisiana Technical College @ Lafayette Business Administration
Degree Earned (Associate Degree)
References
Crystal Jones Former Supervisor@ The Schumacher Group 337-519-5122 (mobile)
Kristy J. Domonter RN Supervisor@ Our Lady of Lourdes Oncology 337-962-1999
Christopher Broussard Supervisor @SDW Lawn Service 337-257-0528
Rennet Solomon Former Co-Worker @AT&T Mobility 337-201-6609