Karen Clark
Richmond Hill,Georgia
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Experience in claims processing and client advocacy, effectively resolving complex inquiries while ensuring compliance with healthcare regulations. Streamlined communication processes between departments, resulting in enhanced service delivery and increased client satisfaction. Demonstrated ability to analyze claims using specialized tools, ensuring pricing accuracy and adherence to industry standards. Proven track record of mentoring team members on efficiency and resource utilization, contributing to improved operational performance.
Well-trained service advocate with several years of experience helping others. Excellent decision-making and time management skills. Sound knowledge of handling escalated issues quickly. Adapts quickly and remains calm under pressure in stressful circumstances.
Personable Service Advocate with passion for providing exceptional customer and personal service in industry. Friendly, empathetic and understanding to professionally handle complaints and resolve issues. First-rate interpersonal and decision-making talents.
Overview
20
20
years of professional experience
Work History
NSA service advocate/Canadian claim inquiries
Florida Blue
Savannah, Georgia
10.2023 - Current
- Advocated for clients by resolving complex inquiries, ensuring compliance with healthcare regulations and enhancing service delivery.
- Streamlined communication processes between departments and increasing overall client satisfaction.
- Assisted clients in navigating their current healthcare options, enhancing their understanding and utilization of available resources.
- Mentored team members on efficiency, call strategy, finding and using relevant resources.
- Analyzing, price and process claims using APT tool for our Canadian department, ensuring pricing accuracy.
Assistant Store Manager
LensCrafters
Savannah, GA
03.2019 - 10.2023
- Worked well with patients and staff to carry out successful office- and patient-related work each day.
- Trained and managed 10 sales associates in customer service and sales techniques.
- Managed scheduling for store shifts to accomplish proper staffing.
- Assisted Manager in interview process of prospective employees and provided feedback.
- Developed innovative and creative merchandise displays to drive point-of-sale purchases.
- Resolved customer service issues promptly.
- Answered questions about store policies and addressed customer concerns.
- Managed store organization, maintenance and purchasing functions.
- Completed routine store inventories.
- Promoted positive and smooth patient flow throughout facility, encouraging more efficient operations and boosting patient satisfaction.
- Performed various administrative functions, including filing paperwork, answering phone calls and office cleaning.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
- Assisted clients with selecting optimal frames to meet preferences, fit various facial structures and work with specified prescriptions.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers.
- Educated clients about how to adapt to, wear and care for eyeglasses.
- Adjusted frames to fit patient faces by bending and shaping with hands, tools and heat.
- Adjusted and repaired new and previously purchased frames to satisfy customer demands.
- Completed detailed measurements of client faces to document details such as eye size and optical centers, vertex and pupillary distances and temple length
- Discussed optimal lens, coating and frame recommendations with customers to meet individual needs.
- Prepared work orders outlining all specifications for new lenses and frames.
- Helped clients try on and select new frames and recommended lens options to meet specific needs.
- Completed facial measurements such as temple length, bridge size and vertex distance.
- Enhanced operational efficiency by streamlining inventory management processes, leading to improved stock accuracy and availability.
- Trained and mentored staff on customer service best practices, resulting in increased team performance and customer satisfaction.
- Developed and implemented sales strategies that contributed to exceeding monthly revenue targets despite market challenges.
- Analyzed store performance metrics to identify areas for improvement, driving initiatives that elevated overall store profitability.
- Collaborated with cross-functional teams to enhance the customer experience, fostering a welcoming environment that encouraged repeat business.
- Oversaw staff scheduling and task delegation, optimizing workflow to meet peak customer demands effectively.
- Conducted regular training sessions on product knowledge and sales techniques, enhancing team capabilities and boosting overall sales performance.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
Senior Property Manager
Bells Real Estate
08.2007 - 01.2019
- Experience overseeing all aspects of property management for 300 homes, including training and maintenance.
- Greeted customers and visitors in-person and via telephone calls.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs.
- Corresponded with clients through email, telephone or postal mail.
- Aggregated and prepared documentation and reports for office meetings, distribution and filing.
- Communicated with clients to understand property needs and preferences.
- Investigated and resolved any tenant complaints.
- Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate management instruction.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
- Negotiated, facilitated and managed real estate transactions.
- Maintained connections with clients to encourage repeat business and referrals.
- Kept reception area clean and neat to give visitors positive impression.
- Managed office inventory by restocking supplies and placing purchase orders to obtain ample stock.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Attracted tenants by advertising vacancies and personally showed units to potential renters.
- Established rental rates by surveying local rental rates and calculated overhead costs.
- Maintained building systems by working with maintenance services and supervised repairs.
- Met all monthly and quarterly rental goals.
- Advertised client properties on websites, through social media and in real estate guides.
- Coordinated appointments to show marketed properties.
- Developed and maintained relationships with clients through networking, postcards and cold calling.
- Oversaw the advertising of properties for web and print media.
Receptionist And Bartender
Monte Villa Hotel
01.2006 - 01.2007
- Sorted, received and distributed mail correspondence between departments and personnel.
- Greeted customers and visitors in-person and via telephone calls.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
- Monitor and arranging bookings throughout hotel and restaurant
- Maintained accurate cash drawer per shift.
- Greeted guests in a timely and professional manner.
- Cleaned and changed ashtrays and emptied trash cans as necessary.
- Cleaned, mopped and vacuumed the bar area.
- Ensured liquor was secured at the end of shifts.
- Served each guest courteously, quickly and efficiently.
- Handled cash on daily basis.
Education
Certificate III Real Estate - Real Estate
Victoria University
Melbourne, VictoriaHigh School Diploma -
The Grange P-12 College
Melbourne, VictoriaSkills
- Price analysis
- Claims processing
- Compliance adherence
- Client advocacy
- Employee Coaching and Motivation
- Scheduling and Coordinating
- Strategic Planning
- Staff Management
- Performance Tracking and Evaluations
- Eyewear consultant
- Excellent teamwork
- Customer service-oriented
- Home inspections
- Property management
- Accomplished in commission sales
- Investment property expert
- Marketing and promotions
Timeline
NSA service advocate/Canadian claim inquiries
Florida Blue
10.2023 - Current
Assistant Store Manager
LensCrafters
03.2019 - 10.2023
Senior Property Manager
Bells Real Estate
08.2007 - 01.2019
Receptionist And Bartender
Monte Villa Hotel
01.2006 - 01.2007
Certificate III Real Estate - Real Estate
Victoria University
High School Diploma -
The Grange P-12 College