1. Katina A. Case
katinacase@gmail.com
6283 W 4100 S
West Valley, UT 84128
760-409-8905
Objective and Profile
To obtain a position where I can use my skills and experiences to benefit my employer and be of service to others. I have
ten years experience in the Customer Service Field. I have advanced knowledge of communication skills, both verbal and
written. I have proven experience using several computer applications at any given time, on either one screen or multiple. I
can multitask effectively and efficiently without losing concentration. Over two year’s leadership and training skills. I have
overseen production and safety use, for my team and while training new hires.
Skills
I am a detail oriented person and take the time to understand the points being made and actively engage by asking
questions. I participate in successful task accomplishment whenever possible. Use logic and reasoning to identify the
strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Monitoring/Assessing
performance of self, other individuals, or organizations to make improvements or take corrective action. Extensive knowledge
of the structure and content of the English language including the meaning and spelling of words, rules of composition, and
grammar. I have competent computer skills using various applications including the Windows office suite (MS Word, Excel). I
am skilled in the principles and processes of providing customer services. This includes customer needs assessment,
meeting quality standards for services, and evaluation of customer satisfaction.
Experience
C3 Communication Channels ​- Salt Lake City, UT November 2016 - Present
I conferred with customers by telephone providing information about services, questions on billing, or obtain details of
complaints. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as
well as actions taken. Resolve customer's' billing complaints by performing activities such as adjusting bills. Solicit sales of
new or additional services or products.
Maverick - Cinnabon Crew Member ​- West Valley, UT October 2016 - Present
Open and close the kiosk, bake, frost and box cinnabons. Cleaning responsibilities. Track waste and products. Provide
service to customers when asking about products.
Office Assistant II – University of California/County of Riverside Cooperative Extension​ May 2014 – Oct 216
Office assistant to Vonny Barlow, Ph.D., Extension Advisor. Clerical work and record keeping. I assist with organization of
the various programs of the University of California Cooperative Extension office for the Palo Verde valley. I have fiscal
responsibility for the day to day operations of the advisor's office and work related travel. I have done extensive travel
planning for the advisor to attend meetings across the country (eg. booking travel, hotel reservations, meeting arrangements,
etc.).
Volunteer – Department of Public Social Services ​– ​Blythe, CA May 2014 – August 2014
I organized employment search information for clients. I promoted current hiring opportunities via a public “hiring board”
weekly, and made adjustment accordingly. I assisted clients with questions regarding job searches, and building resumes.
Cashier – Kmart – ​Blythe, CA March 2014 – May 2014
Customer care and cashier. Processed purchases and handled payments (eg. cash, check, credit card etc,). In addition to
working the cash register I also assisted with stocking and maintenance.
Customer Care Representative - Overstock.com​ - Tooele, Utah September 2011 – October 2013
Telephone and email customer care representative. Record keeping and customer service interactions to resolve inquiries,
complaints, or comments, merchandise exchange, refunds, and bill adjustment. Contact customers to respond to inquiries
regarding products, orders or shipping information. Solicited sales of new or additional services or products.
Paralegal – Lexington Law Firm​ - Salt Lake City, Utah June 2011 – September 2011

2. Conferred with clients by telephone providing information about products and services, credit scores, and credit bureau
reports. Record keeping of customer interactions or transactions, recording details of inquiries, complaints, or comments, as
well as actions taken. Solicit sales of new or additional services or products.
Email Customer Support – StubHub​ - Draper, Utah, Contracted by Apex February 2011 – June 2011
Telephone and email customer care representative. Record keeping and customer service interactions to resolve inquiries,
complaints, or comments, merchandise exchange, refunds, and bill adjustment. Contact customers to respond to inquiries
regarding products, orders or shipping information. Solicited sales of new or additional services or products.
Training – Customer Service- Fannie Mae Project at Unisys​ - Salt Lake City, Utah December 2010 - February 2011
I conferred with customers by telephone to provide information about products or services, or obtain details of complaints.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as
actions taken.
PCC Agent – Customer Support – Blackrock Account at Unisys​ - Salt Lake City, Utah August 2010 – December 2010
I conferred with customers by telephone or email regarding status of work request. Kept records of customer interactions,
recording details of inquiries, complaints, or comments, as well as actions taken. Resolve customers' trouble ticket by either
closing ticket, or sending back to a technician for further assistance. ​
Agent - Teleperformance – Qwest​ ​Project​ - Salt Lake City, Utah October 2009 - December 2009
I conferred with customers by telephone providing information about products or services, take or enter orders, cancel
orders, or obtain details of complaints. Keep records of customer interactions or transactions, recording details of inquiries,
complaints, or comments, as well as actions taken. Resolve customer's' order or billing complaints by performing activities
such as adjusting bills. Solicit sales of new or additional services or products.
Customer Account Executive - Comcast​ - Sandy, Utah November 2007 – January 2009
I conferred with customers by telephone providing information about products or services, take or enter orders, cancel
orders, or obtain details of complaints. Keep records of customer interactions or transactions, recording details of inquiries,
complaints, or comments, as well as actions taken. Resolve customer's' order or billing complaints by performing activities
such as adjusting bills. Contact customers to respond to inquiries regarding products, orders or shipping information. Solicit
sales of new or additional services or products.
Customer Service Trainee - Qwest​ - Salt Lake City, Utah June 2007 – October 2007
I conferred with customers by telephone providing information about products or services, take or enter orders, cancel
orders, or obtain details of complaints. Keep records of customer interactions or transactions, recording details of inquiries,
complaints, or comments, as well as actions taken. Resolve customer's' order or billing complaints by performing activities
such as adjusting bills. Solicit sales of new or additional services or products.
Customer Service Representative - Convergys​ - Taylorsville, Utah April 2004 – June 2007
I conferred with customers by telephone providing information about services, questions on billing, or obtain details of
complaints. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as
well as actions taken. Resolve customer's' billing complaints by performing activities such as adjusting bills, or setting up
service calls for a home visit by a technician. Solicit sales of new or additional services or products. I worked on the Special
Projects Team and International Language Group, assisting customers with specialized services, such as service for motor
homes and local channels from the east and west coast, as well as interacted with translators to communicate billing and
services to customers. I reviewed credit amounts team members would apply to customer’s billing, to verify the amount was
correct, and the credit was justified.
Line Worker, Trainer, Safety Tech, Back up Lead - O.C. Tanner Company​ - Salt Lake City Utah Apr 1998 – Jan 2002
Inspected, boxed and shipped awards to client companies. I was the night shift Trainer, and Safety Technician, as well as
back up Lead. I trained new hires on work process and expectations of quality, as well as safety practices with chemicals and
machines. I had reviewed the training statistics with management and employees. When the team lead was not available, I
supervised a team of 10-12 new hires. After all employees were trained, we had increased the Quality of products for the
night shift over 95%. Encouraged team to work hard and correct mistakes, and audited 85% of the work being put out. I
enforced safety guidelines and rules. I would assist Team Lead in coaching team members on attendance and quality issues
EDUCATION​
Associate of Arts​ in Psychology, Palo Verde College, August 2014 – Present
High School​, Highland, 1997
Training

3. Resume Building Workshop, Department of Workforce Services, Salt Lake City, Utah 2010
Interview Learning Workshop, Department of Workforce Services, Salt Lake City, Utah 2010
Quality Customer Service, Comcast, Sandy, Utah 2008
Technical Assistance Level 2, Comcast, Sandy, Utah, 2008
International Language facilitation, Convergys, Taylorsville, Utah, 2006
Special Projects, Convergys, Taylorsville, Utah, 2006
Leadership and Management, O.C. Tanner Company, Salt Lake City, Utah, 2000
Safety Technician, O.C. Tanner Company, Salt Lake City, Utah, 2000