Kat. Vester
Dispatcher 5 at Charter- Claim this Profile
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Topline Score
Bio
Peggy Morris
I was fortunate to have Kat mentor me from terminal troubleshooting to learning numerous functions and responsibilities of credit card processing. Kat is a tremendous asset to any organization and quite knowledgable in the industry. Peg Morris Division Servicing Manager Heartland Payment Systems
Robert Gonzalez
Kat is very detail oriented with a focus on accuracy and information exchange. She is an independent thinker and does not require micro-management. She challenges conventional wisdom in an effort to achieve customer satisfaction. Kat is always easy to communicate with and has a positive attitude. I recommend Kat as an excellent addition to a technical support team.
Peggy Morris
I was fortunate to have Kat mentor me from terminal troubleshooting to learning numerous functions and responsibilities of credit card processing. Kat is a tremendous asset to any organization and quite knowledgable in the industry. Peg Morris Division Servicing Manager Heartland Payment Systems
Robert Gonzalez
Kat is very detail oriented with a focus on accuracy and information exchange. She is an independent thinker and does not require micro-management. She challenges conventional wisdom in an effort to achieve customer satisfaction. Kat is always easy to communicate with and has a positive attitude. I recommend Kat as an excellent addition to a technical support team.
Peggy Morris
I was fortunate to have Kat mentor me from terminal troubleshooting to learning numerous functions and responsibilities of credit card processing. Kat is a tremendous asset to any organization and quite knowledgable in the industry. Peg Morris Division Servicing Manager Heartland Payment Systems
Robert Gonzalez
Kat is very detail oriented with a focus on accuracy and information exchange. She is an independent thinker and does not require micro-management. She challenges conventional wisdom in an effort to achieve customer satisfaction. Kat is always easy to communicate with and has a positive attitude. I recommend Kat as an excellent addition to a technical support team.
Peggy Morris
I was fortunate to have Kat mentor me from terminal troubleshooting to learning numerous functions and responsibilities of credit card processing. Kat is a tremendous asset to any organization and quite knowledgable in the industry. Peg Morris Division Servicing Manager Heartland Payment Systems
Robert Gonzalez
Kat is very detail oriented with a focus on accuracy and information exchange. She is an independent thinker and does not require micro-management. She challenges conventional wisdom in an effort to achieve customer satisfaction. Kat is always easy to communicate with and has a positive attitude. I recommend Kat as an excellent addition to a technical support team.
Experience
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Charter
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Canada
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IT Services and IT Consulting
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300 - 400 Employee
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Dispatcher 5
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Jan 2016 - Present
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Tier 3 HSI/Phone Support Team Lead
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Jan 2013 - Present
Merged With Insight Communications Merged With Insight Communications
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HSI Tier II Technical/Phone Support Team Lead
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Mar 2008 - Jan 2013
HSI TierII Team Support including skillset improvement coaching, sales coaching, training documentation, knowledge base maintenance, individual and team KPI trending and escalation trouble call resolution HSI TierII Team Support including skillset improvement coaching, sales coaching, training documentation, knowledge base maintenance, individual and team KPI trending and escalation trouble call resolution
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Fifth Third Bank
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United States
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Financial Services
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700 & Above Employee
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Documentation Specialist
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2007 - Feb 2008
*Documented/Compiled all Processes and Procedures for the Cincinnati Technical Helpdesk. *Created documentation specifying file build procedures for 2 platforms. *Fully documented functionality, processing and troubleshooting procedures for all terminals using both platforms. *Assisted in Web development of the online Knowledge Reference System (KRS) *Assisted the training department in development of materials and self-directed trainings for Helpdesk Agents. *Documented/Compiled all Processes and Procedures for the Cincinnati Technical Helpdesk. *Created documentation specifying file build procedures for 2 platforms. *Fully documented functionality, processing and troubleshooting procedures for all terminals using both platforms. *Assisted in Web development of the online Knowledge Reference System (KRS) *Assisted the training department in development of materials and self-directed trainings for Helpdesk Agents.
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Heartland
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Financial Services
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700 & Above Employee
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Product Manager/RSD/SME
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Jan 2004 - Aug 2007
--Product Manager-- * Training of RMs for a remote deposit check service. - travel required *Functional writing including Use Cases *Boarding and maintenance of new accounts *End-to-end Merchant Support *Alpha and Beta testing on new RDC software --Regional Servicing Director-- * Managed 4 Managers and 34 customer advocates for Credit/Debit/Payroll/Gift Card processing, end-to-end-support *Monitoring/Coaching for 38 employees. *Escalation and queue overspill *Maintained corporate standards for team production/quality. --SME/SMEII-- * Inter-Departmental Liaison *Development and implementation of the SMART program (Subject Matter Advancement, Research and Training) *Training documentation *R&D/Quality management for the online resource center *Relationship maintenance for a large Bank Partnership conversion, including helpdesk training and management *Functional Spec writing and review for large Projects
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Regional Support Specialist
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May 2000 - Jan 2004
*Trained new floor reps on paperwork and warranty procedures *Performed resolution courtesy calls for resolved escalations *Inter-departmental liaison *Identified training opportunities for support reps *Processed of all paperwork generated by the department *Team Lead duties as required by departmental needs *Assisted sales reps with installs and file keying/technical support. *Maintained a 100% average on service quality scores for 13 consecutive months *Technical support for credit card machines to regional merchants via telephone.
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Kitchen Manager
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1993 - 1994
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Education
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2019 - 2025
Penn State World Campus
Human Services, General, 3.85 -
1993 - 1994
Western HS
Graduate, General/Fine Arts -
1990 - 1993
Seneca High School
HS
Community
