Summary
Overview
Work History
Education
Skills
Enjoy crafting and volunteering at church
Timeline
Generic

Catherine Lunsford

Seminole,OK

Summary

Dynamic professional with a proven track record at Blue Cross and Blue Shield of Texas, excelling in complaint resolution and data entry. Skilled in fostering client satisfaction and loyalty through exceptional service and efficiency. Achieved significant improvements in customer service metrics, demonstrating strong communication skills and a results-driven approach. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

41
41
years of professional experience

Work History

Customer Service Representative

Blue Cross and Blue Shield of Texas
04.2011 - Current
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed, maintained and utilized diverse client base.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Contributed to team objectives in fast-paced environment.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Provided positive first impressions to welcome existing, new, and potential customers.

Insurance Billing Specialist

Good Shepherd Medical Center
08.1992 - 01.2011
  • Handled account payments and provided information regarding outstanding balances.
  • Generated accounts payable reports for management review to aid in financial and business decision making.
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
  • Maintained accurate records of customer payments.
  • Processed payment via telephone and in person with focus on accuracy and efficiency.
  • Utilized various software programs to process customer payments.
  • Responded to customer concerns and questions on daily basis.
  • Audited and corrected billing and posting documents for accuracy.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Tracked customer service cases and updated service software with customer information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained staff on operating procedures and company services.
  • Supported accounts receivable operations within assigned functions.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Resolved patient billing issues in line with established guidelines.
  • Educated patients on importance of preventive health care and insurance coverage.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Daycare Teacher

Candy Land Day Care
06.1991 - 07.1992
  • Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
  • Promoted physical, academic, and social development by implementing diverse classroom and outside activities.
  • Implemented curriculum to enhance classes with learning-focused activities.
  • Instructed children in health and personal habits, such as eating, resting, and toileting.
  • Engaged with children on individual basis to build positive relationships and promote learning.
  • Sanitized toys and play equipment each day to maintain safety and cleanliness.
  • Consulted with parents to build and maintain positive support networks and support continuing education strategies.
  • Utilized technology to develop instructional materials and activities for children.
  • Actively encouraged children to develop their communication, problem-solving and social skills.
  • Documented behavior, development and learning of children to enable tracking history and maintain accurate records.
  • Intervened in disruptive behavior, using positive reinforcement strategies to redirect and calm children.
  • Taught hand washing and proper use of utensils to promote good hygiene and etiquette habits.
  • Maintained tidy environment to comply with cleanliness and sanitation standards.
  • Protected children in-class, at recess and off-site with observational skills and positive reinforcement for good behavior.
  • Increased student satisfaction by frequently communicating with students about needs and adapting lessons to interests and classroom progress.
  • Developed and implemented behavior management plans.
  • Developed innovative activities to engage young children in learning process.
  • Planned and executed activities to stimulate physical, social and intellectual growth.
  • Utilized creative teaching strategies to engage students in classroom.
  • Established positive relationships with students and families.
  • Created safe and nurturing learning environment for preschoolers.
  • Collaborated with teachers, parents and administrators to facilitate positive outcomes for students.
  • Modeled positive behavior and communication skills for students.
  • Supported students in developing self-esteem and self-confidence.
  • Implemented age-appropriate curricula to meet needs of young learners.
  • Monitored classroom to verify safe and secure environment.
  • Encouraged use of technology to support student learning.
  • Helped new preschool children get used to classes by giving one-on-one support.
  • Organized activities to teach preschool children foundational learning skills such as letters and numbers.
  • Guided students to develop social, emotional and physical skills.

Breakfast Manager

Burger King
05.1986 - 06.1991
  • Assisted with training and development of food and beverage team.
  • Serviced guests with food and beverage requirements.
  • Approached guests and employees with personable and welcoming attitude to promote friendly environment.
  • Implemented effective inventory control systems to reduce food spoilage and waste.
  • Verified prepared food met standards for quality and quantity before serving to customers.
  • Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
  • Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
  • Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Oversaw food preparation and monitored safety protocols.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Motivated staff to perform at peak efficiency and quality.
  • Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.

Cashier

Gibson
09.1983 - 05.1986
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Welcomed customers and helped determine their needs.
  • Addressed customer needs and made product recommendations to increase sales.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise in front lanes.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Built relationships with customers to encourage repeat business.
  • Stocked, tagged and displayed merchandise as required.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Operated cash register to record transactions accurately and efficiently.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.
  • Processed refunds and exchanges in accordance with company policy.

Education

High School Diploma -

Pine Tree High School
Longview, TX
05.1983

Skills

  • Complaint resolution
  • Appointment Scheduling
  • Account updating
  • Data Entry

Enjoy crafting and volunteering at church

Love to create crafts and do vendor events 

enjoy volunteering at church to help with childcare and youth group, helping with shoe boxes.

Timeline

Customer Service Representative

Blue Cross and Blue Shield of Texas
04.2011 - Current

Insurance Billing Specialist

Good Shepherd Medical Center
08.1992 - 01.2011

Daycare Teacher

Candy Land Day Care
06.1991 - 07.1992

Breakfast Manager

Burger King
05.1986 - 06.1991

Cashier

Gibson
09.1983 - 05.1986

High School Diploma -

Pine Tree High School

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Catherine Lunsford