Bonnie Kaske
Aniwa,WI
Summary
Dynamic customer service professional with proven expertise at Marieke Gouda, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through effective problem-solving and active listening. Skilled in data entry and complaint handling, consistently achieving high performance metrics while fostering loyalty and repeat business.
Diligent Customer Service with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Diligent Customer Service with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
25
25
years of professional experience
Work History
Customer Service Representative; Sales; Cashier
Marieke Gouda
Thorp, WI
06.2023 - 11.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Enhanced store sales by upselling products and suggesting additional items to customers.
- Assisted colleagues during busy periods, demonstrating teamwork and adaptability in fast-paced environments.
- Balanced cash drawer accurately at the end of each shift, demonstrating strong attention to detail.
- Handled high volumes of transactions during peak hours, maintaining composure under pressure.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Coordinated effectively with fellow employees on shift changes, ensuring seamless transitions between shifts while minimizing downtime.
- Processed returns and exchanges with efficiency, adhering to company policies and procedures.
Customer Service Representative
FlexStaff - Associated Bank
01.2022 - 05.2022
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Investigated and resolved customer inquiries and complaints quickly. Educated customers about billing, payment processing and support policies and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Met customer call guidelines for service levels, handle time and productivity.
Claims Processor
FlexStaff; WPS
10.2021 - 01.2022
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Managed workload and priorities to meet claims processing meet deadlines.
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Reduced backlog of pending claims, prioritizing tasks effectively and efficiently.
Claims Representative
Prevea Health
08.2016 - 08.2019
- Worked productively in fast-moving work environment to process large volumes of claims.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
- Ensured prompt payment from insurance companies through diligent follow-up on outstanding claims balances.
- Assisted in training new Medical Claims Representatives, sharing best practices for efficient claim processing.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Managed large volume of medical claims on daily basis.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Followed up on denied claims to verify timely patient payment and resolution.
- Identified and resolved discrepancies between patient information and claims data.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
Claims Processing; Recovery; Subrogation
United Healthcare / UMR
05.2000 - 04.2014
- Established strong working relationships with healthcare providers, insurance adjusters, clients and attorneys, while fostering better collaboration during claims process.
- Managed high-volume workloads while maintaining strict deadlines for claim submissions and resolutions.
- Streamlined the appeals process for denied claims, resulting in faster resolution times for clients.
- Contributed to departmental goals by consistently meeting or exceeding individual performance metrics for both quality and quantity of processed claims.
- Handled complex cases with a keen attention to detail, ensuring proper evaluation and adjudication of each claim.
- Reduced claim errors by conducting thorough investigations and obtaining all necessary documentation.
- Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
- Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
- Coordinated with contracting department to resolve payer issues.
- Managed workload and priorities to meet claims processing meet deadlines.
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Recovered claims processing payments through negotiations with customers, attorney's and other insurance companies.
Education
Associate of Science - Human Resources Management / Business Management
North Central Technical College
Green Bay, WI05-2016
Skills
- Customer service
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Call center operations and management
- Live chat support
- Retail store support
Timeline
Customer Service Representative; Sales; Cashier
Marieke Gouda
06.2023 - 11.2024
Customer Service Representative
FlexStaff - Associated Bank
01.2022 - 05.2022
Claims Processor
FlexStaff; WPS
10.2021 - 01.2022
Claims Representative
Prevea Health
08.2016 - 08.2019
Claims Processing; Recovery; Subrogation
United Healthcare / UMR
05.2000 - 04.2014
Associate of Science - Human Resources Management / Business Management
North Central Technical College
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