Catherine Echols

Experience

• 

  ChoicePoint

  Jan 1999 - Jan 2006

  -Created priority accounts -Documented pricing and account specification in system-Troubleshooted customer technical and account issues-Provided resolution with follow-up documentation -Supported internal billing department with customer pricing issues and helped to ensure compliance within the companies pricing guidelines -Managed a team of 10 associates for 200 + accounts-Oversaw the completion of employment investigation and verification handling. -Spearheaded and managed several special projects for high risk customers-Managed daily reports to ensure internal and external customer expectations are met. -Provided direct interface with clients/liaisons at both user and management level-Resolved escalated customer issues at management level

  • Client Satisfaction Specialist II

    Jan 2004 - Jan 2006

  • Supervisor/Director II

    Jan 1999 - Jan 2004
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  LexisNexis

  Jan 2006 - May 2013

  -Monitored customer interactions (voice & data)-Provided customer survey analytics to ensure data consistency and quality -Assisted with internal audits -Trained new hires on standard operating procedures specific for each business units -Performed one on one mentoring to provide individual feedback and coaching. -Assisted management and teams to help build rapport and to train employees. -Analyzed technical issues related to company software (phone & online)-Supported customers, clients, peers, and various departments to provide immediate resolution on software-Troubleshooted customer technical issues included but not limited to password assistance, batch file orders, browser related issues, I-9, and credentialing-Identified and documented key problems and resolutions

  • Quality Analyst/Application Compliance Coordinator

    Jan 2008 - May 2013

  • Technical Support Analyst

    Jan 2006 - Jan 2008
• 

  Honeywell

  Dec 2013 - Aug 2019

  Access Control Administrator

  -Administer, program, and maintain badge access records for employees and visitors (foreign and domestic) for government purposes-Update and monitor security systems depicting imaging and all other relative data-Technical support for multiple security systems including strategic planning, survey analytics and process improvements.-Coordinate customer service work orders, from initiation to service completion

• 

  KBR, Inc.

  Dec 2019 - now

  Technical Engineer III