Katina Callis

  • 569 Ayrshire Way, Newport News VA
  • (757) 329-1421
  • Kcallis82@gmail.com

Professional Summary

Results-driven customer service professional with more than a decade of experience in the customer service arena. Track record of conferring with customers by telephone or correspondence to provide information about products or services.  In-depth knowledge of principles and processes of customer needs assessment, exceeding quality standards of services and evaluation of customer satisfaction.   

  • Competent at managing responsibilities in a high-volume atmosphere 
  • Highly skilled in providing information regarding products and services of the company 
  • Exceptional telephone personality, able to build rapport with every customer

Professional Experience

Work History
Mar 2013 - Sep 2014

Customer Service Representative

Cox Communications
  • Served as an interface between the company and the customers by assisting customers of their question, queries and complaints of the services
  • Checked and maintained customer accounts for verification purposes of the complaints; made reports of the complaints and submitted it to the technical team for an earnest action
  • Maintained quality service given to the customers by solving immediately shallow problems in the line of service; this included, balance check-up, account inquiry, paying bills and other non-technical problems
May 2008 - Feb 2012

Escalation Supervisor/ Customer Service Representative

Sprint Corporation
  • Handle supervisor calls and escalated issues as the first line of the management team
  • Proactively coached and assisted customer care representatives with identifying improvement opportunities and appropriate action plans to achieve desired performance level
  • Maintained a 100% positive feedback from customer surveys
  • Handled inbound sales duties, exceeding sales goals by 125%
Dec 2006 - Mar 2008

Sales Representative

TRG Customer Solutions
  • Answered inbound calls from potential customers who were interested in Verizon services
  • Established business relationships with prospective customers while analyzing the needs of the customer and closing sales.



Medical Billing and Coding Certification (In Progress)

PAHRS (The Professional Academy of Health Care Reimbursement Specialists)