Cathy Walker
York
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
FASTBRIDGE FIBER
Wyomissing, Pennsylvania
11.2024 - Current
- Recognized as a top-performing CSR by consistently achieving and maximizing quarterly incentives and KPI goals
- Led performance metrics among CSR peers while becoming a trusted operational resource for technicians and field teams
- Assisted field technicians with customer coordination, operational communication, scheduling support, and service issue resolution to help improve overall efficiency
- Worked closely with field operations teams to support successful installs, customer satisfaction, and operational flow
- Volunteered time in the field to better understand technician workflow, customer experience execution, and operational demands
- Built strong working relationships across departments through a highly collaborative “Team Tech” approach
- Assisted customers, technicians, and leadership teams in fast-paced, high-volume environments while maintaining professionalism and urgency
- Earned a reputation for reliability, teamwork, adaptability, and willingness to step in wherever support was needed
Customer Service Representative
UGI
Reading, Pennsylvania
04.2023 - 11.2024
- Assisted utility customers with account management, billing support, and service coordination
- Maintained strong customer satisfaction while handling high-volume operational workflows
- Accurately documented customer interactions and service activity within CRM systems
- Earned recognition for reliability, professionalism, and communication skills
- Assisted with problem-solving and operational coordination in a fast-paced customer environment
Founder & Operations Manager
CATZ CLEANING
01.2017 - 01.2023
- Successfully owned and operated a residential and commercial service business responsible for daily operations, scheduling, staffing, customer relations, and service execution
- Managed workforce coordination, route planning, customer communication, quality control, and operational problem-solving in fast-paced environments
- Recruited, trained, supervised, and scheduled team members while maintaining performance expectations and operational efficiency
- Oversaw supply management, equipment coordination, invoicing, scheduling logistics, and day-to-day business administration
- Built strong long-term customer relationships through accountability, reliability, and high-quality service standards
- Developed strong operational awareness through hands-on leadership, multitasking, customer retention, and workforce management
- Earned repeat business and customer loyalty through professionalism, consistency, and dependable execution
Inside Sales Representative
STERICYCLE / HEALTHCARE WASTE SOLUTIONS
01.2006 - 01.2013
- Generated nearly $1M in contract revenue through relationship-driven sales and customer management
- Assisted with proposals, operational coordination, and customer support initiatives
- Trained and coached team members while supporting overall team performance and customer satisfaction
- Maintained strong client relationships across multiple territories and service accounts
Skills
- Fiber Telecommunications Support
- Field Operations Coordination
- Technician Support & Communication
- Dispatch & Scheduling Assistance
- Customer Escalation Resolution
- Operations Support
- Cross-Department Collaboration
- Team-First Leadership Style
- CRM & Service Documentation
- Relationship Building
- High-Volume Customer Support
- Bilingual Communication (English/Spanish)
- Problem Solving Under Pressure
- Operational Awareness & Efficiency
Additional Information
Bilingual: English & Spanish, Strong Team Tech / Operations Mindset, Flexible and Adaptable, Willing to Start Entry-Level and Earn Advancement Through Performance, Excellent References Available Upon Request
Languages
English
Spanish
Timeline
Customer Service Representative
FASTBRIDGE FIBER
11.2024 - Current
Customer Service Representative
UGI
04.2023 - 11.2024
Founder & Operations Manager
CATZ CLEANING
01.2017 - 01.2023
Inside Sales Representative
STERICYCLE / HEALTHCARE WASTE SOLUTIONS
01.2006 - 01.2013