Kathleen Roderick
Uniontown,PA
Overview
23
23
years of professional experience
Work History
Administrative Support Assistant
Pennsylvania State University, Fayette Campus
10.2019 - 03.2020
- Managed high volumes of incoming calls and emails, ensuring timely responses and accurate information dissemination.
- Streamlined office processes by implementing efficient administrative procedures, resulting in increased productivity.
- Maintained a well-organized filing system for easy access to important documents, improving overall efficiency.
- Consistently recognized for maintaining a professional demeanor and providing exceptional support to both student and office staff.
Administrative Assistant
Nisource Columbia Gas of Pennsylvania
11.2012 - 05.2016
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Provide administrative support to all field employees, engineers and staff at the operation center.
- Handle all mail room functions, distribution.
- Accounts payable/receivable.
- Coordinator of events, meeting and programs.
Customer Service Representative
Nisource Columbia Gas of Pennsylvania
01.1997 - 11.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
Fairchance - Georges High School
Uniontown, PA 06-1970
Some College (No Degree) - Continuing Education Classes Computer
Penn State University, Fayette Campus
Lemont Furnace, PASkills
- Reception duties
- End user support
- Verbal communication
- File organization
- Administrative procedures
- Document management
- Mail handling
- Records management
- Ordering supplies
- Calendar management
- Meeting planning
- Facilities management
- Customer service
- Scheduling and calendar management
Languages
English
Professional Working
Timeline
Administrative Support Assistant
Pennsylvania State University, Fayette Campus
10.2019 - 03.2020
Administrative Assistant
Nisource Columbia Gas of Pennsylvania
11.2012 - 05.2016
Customer Service Representative
Nisource Columbia Gas of Pennsylvania
01.1997 - 11.2012
Some College (No Degree) - Continuing Education Classes Computer
Penn State University, Fayette Campus
High School Diploma -
Fairchance - Georges High School