1. Katina K. Elliott
2317 Rudat Circle · Rancho Cordova, CA 95670
Telephone: 916-261-0907 · Email: katina.elliott72@gmail.com
26 years of successful experience in customer service, account maintenance, sales support, and
troubleshooting. Excellent computer skills working with Lotus Notes, Microsoft Excel,
WordPerfect, Microsoft Word, PowerPoint. Trained, mentored and motivated, customer
service employees, acknowledged by management as “Top Customer Service Professional”.
Account Manager /Sprint
July 2012 – April 2014 Rancho Cordova, Ca
· Provided customer care for high volume of inbound calls with sale objectives client
· Up sold new or additional products, Interacted with clients, sales team, and service
representatives
· Managed questions on non-technical calls regarding company products
·Determine the status of returns, repairs, replacements
· Processed billing and delivery schedules resolved credit disputes, and concerns.
·Maintained record of product returns, billing changes, product enhancements, and pricing.
· Took orders by telephone from customers and representatives
· Quoted pricing and delivery dates, responsible for closing the sale as appropriate.
Customer Service Specialist /VSP Vision Care
October 2008 – July 2010 Rancho Cordova, Ca
· Responsible for answering incoming customer calls, entering RX orders for customers
Responded to inquiries, and requests for assistance
· Acquired in-depth knowledge of company products, services, policies and procedures·
Handled inquires on orders status, shipping status and stock availability.
· Resolved customer complaints and concerns, troubleshooting issues to determine best path
·Initiated action forms, handled various call tracking databases· Maintained support service
levels and company customer service standards.
Insurance Specialist 2/California State Automobile Association (AAA)
May 2004 – June 2008 Elk Grove, Ca
·Provided resolution to client’s regarding inquiries, concerns and issues.
·Proactively provided information to the client when retention and sales support
·Referred clients for specialty insurance and non-Insurance
·Offered group product offering to potential customers
· Responsibly handled address changes, claims, vehicle endorsements and specialty vehicle·
Performed outbound retention calls on lapsed members to renew and engage memberships

2. General Manager/Burger King Corporation
May 1988 – April 2004 Rancho Cordova, Ca
·Handled accountability for operations (10-45 employees)
· Ensured delivery on the customer promise
·Increased sales, profitability, and employee retention
· Mobilized management team to oversee financial controls, operations, staff development,
customer service and compliance within the restaurant across all shifts
·Ensured company standards of facility where maintained by using preventative maintenance.
Motivated and directed team members to exceed customer expectations with fast, accurate,
friendly service.
·Provided coaching and feedback to team and managers, products, processes and policies
·Held full accountability for restaurant profit and loss management by implementing marketing
strategies, following cash control and security procedures, maintaining inventory, managing
labor, and reviewing financial reporting
Cordova Senior High School, General Studies 1987 – 1990