Catherine Donaldson
Colorado Springs,CO
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
18
18
years of professional experience
Work History
Customer Service Representative III
Kaiser Permanente
Colorado Springs, CO
04.2025 - Current
- Resolved customer inquiries and issues promptly through effective communication and problem-solving skills.
- Collaborated with cross-functional teams to streamline processes, enhancing overall customer experience.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating Kaiser Permanente websites and improving overall user experience.
Customer Service Representative
Kaiser Permanente
06.2023 - 04.2025
- Assist members in navigating Kp.org as well as other Kaiser Permanente websites and encourage and reassure them to become self-sufficient
- Respond to members calls about health care benefits with knowledge, compassion and empathy
- Assist members with obtaining transportation for medical appointments, making doctors’ appointments and finding closest network of pharmacies to member
- Responsible for making sure that members are receiving full extent of benefit coverage
- File appeals for medically necessary treatments that are not initially covered
Account Expert
T-Mobile
12.2021 - 12.2022
- Participated in the Mentorship Program to assist peers with related client issues
- Resolved customer escalations
- Responsible for new device activations, and equipment upgrades
Advocate4Me Senior Rep
United Healthgroup
03.2020 - 12.2021
- Single point of contact for over 900 members in the Washington area with a DSNP plan
- Respond to members calls about health care benefits with knowledge, compassion and empathy
- Assist members with obtaining transportation for medical appointments, making doctors’ appointments and finding closest network of pharmacies to member
- Responsible for making sure that members are receiving full extent of benefit coverage
- File appeals for medically necessary treatments that are not initially covered
- Perform outbound calls to enroll members in the DSNP Navigator program
- Research members complex issues; provide resources for emergency situations
- Responsible for checking on members monthly to make sure they are okay
Customer Service Advocate
United Healthgroup
11.2018 - 03.2020
- Assist members in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
- Respond to members calls about health care benefits with knowledge, compassion and empathy
- Assist members with obtaining transportation for medical appointments, making doctors’ appointments and finding closest network of pharmacies to member
- Responsible for making sure that members are receiving full extent of benefit coverage
- File appeals for medically necessary treatments that are not initially covered
TEX Expert Mentor
T-Mobile
06.2017 - 10.2018
- Participated in the Mentorship Program to assist peers with related client issues
- Resolved customer escalations
- Responsible for new device activations, and equipment upgrades
Business Service Representative
Sprint
08.2008 - 06.2017
- Setup new hire employee wireless accounts
- Converted employee accounts to consumer accounts
- Researched and resolved complex billing issues
Education
Certificate - Applied Science (A.A.S)
College of Southern Nevada
Las Vegas, NV01.2005
Skills
- Communication
- Ability to Work Under Pressure
- Decision Making
- Time Management
- Self-motivation
- Conflict Resolution
- Leadership
- Adaptable
- Data entry
- Critical thinking
- Active listening
- Customer service
- Call center experience
Timeline
Customer Service Representative III
Kaiser Permanente
04.2025 - Current
Customer Service Representative
Kaiser Permanente
06.2023 - 04.2025
Account Expert
T-Mobile
12.2021 - 12.2022
Advocate4Me Senior Rep
United Healthgroup
03.2020 - 12.2021
Customer Service Advocate
United Healthgroup
11.2018 - 03.2020
TEX Expert Mentor
T-Mobile
06.2017 - 10.2018
Business Service Representative
Sprint
08.2008 - 06.2017
Certificate - Applied Science (A.A.S)
College of Southern Nevada