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Kathleen WestPHONE NUMBER AVAILABLEEMAIL AVAILABLEProfessional ExperienceCustomer Service Representative - Call Center 11/20/20 Restructuring / Layed offAstound Broadband - Bothell, WA. 98021Provide customers with information on products or services, take or enter orders, cancel accounts, or obtain details of complaints.Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.Check to ensure that appropriate changes were made to resolve customers' problems.Contact customers to respond to inquiries or to notify them of investigation results or any planned adjustments.Determine charges for services requested, collect deposits or payments, or arrange for billing.Prepare change of address records, or issue service discontinuance orders, using computers.Refer unresolved customer grievances to designated departments for further investigation.Resolve customers' service or billing complaints by performing activities such as adjusting bills.Solicit sales of new or additional services or products.Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions.Caregiver 02/2015  11/20204300 130th Place SW, Mukilteo, WA 98275Maintain records of patient care, condition, progress, or problems.Provide patients with help moving in and out of beds or baths.Check patients' pulse, temperature, and respiration.Administer prescribed oral medications, under the written direction of physician and ensure patients take their medicine. Change dressingAccompany clients to doctors' offices or on other trips outside the home, providing transportation, assistance, and companionshipCustomer Care Advocate  Call Center 08/2000  02/2015Charter Communications  St. Louis, MOHandled complex escalated issues for all three lines of business, (Video  Internet  Phone)Fostered a positive relationship with the MO & IL Attorney General and Better Business Bureau by communicating/correcting customer issueRespond to inbound disconnect/downgrade customer calls in an effort to retain customerResolved technical issues for customersAnswered billing/repair calls in a fast-paced call center environment providing one-call resolutionTraining/Education  60 Credit hoursWebster University  English Literature  St. Louis, MO 1 yearFontbonne College  English Literature  St. Louis, MO 1 yearSt. Louis Community College  Commercial Art and Advertising 2 year