Christen Eaton
Indianapolis,IN
Summary
- Hardworking and focused professional offering a successful career history comprising of more than 14 years at WebMD Health Services.
- Detail-oriented with expertise in managing Tier II support inquiries.
- Knowledgeable in identifying issues and finding the most effective solutions.
- Highly organized and efficient in a fast-paced environment while communicating effectively at all organizational levels.
- Demonstrated ability to build trusting relationships, think critically, solve problems, and deliver excellent customer service.
- Top performer with a consistent track record of meeting and exceeding goals.
Overview
19
19
years of professional experience
Work History
Senior Charge Entry Rep
Zotec Partners
, Indiana
02.2019 - Current
- Primary responsibility is managing charge corrections for my tea
- Prepares weekly reports/assignments for team members to complete.
- Works closely with client and internal departments on billing corrections process.
- Resolves escalated billing issues quickly and professionally.
- Reviews charges and accounts to make necessary corrections.
Customer Service Administrator
WebMD Health Services
Indianapolis, IN
10.2004 - 01.2019
- Primary responsibility involved researching and resolving open Tier II customer service tickets escalated by call center
- Researched/resolved inquiries and escalated inquiries to client program managers when needed
- Worked closely with client program managers, customer service representatives, and the management team
- Considered a part of the leadership team and attended weekly management team meetings
- Provided monthly client reports to client program managers as well as weekly status reports to management
- Continuously evaluated and identified opportunities to drive process improvements that positively impacted Tier II support
- Developed training documents to aid the Tier II support team
- Performed interim team lead duties such as monitoring attendance, call listening, conducting interviews, managing OT/VTO, taking escalations, and monitoring the queues
- Provided management with feedback regarding employee performance and training needs
- Reviewed client documents and reached out to client program managers about missing/incorrect information
- Retrieved statistical data from ticket system for client reports
Education
Bachelor of Science - Accounting
Western Governors University
Salt Lake City, UTAssociate of Applied Science - Accounting
Ivy Tech Community College of Indiana
Indianapolis, INHigh School Diploma -
South Vigo High School
Terre Haute, INSkills
- Microsoft Office Suite
- 50 WPM Typing Speed
- Detail-Oriented
- Strong Conflict Resolution Skills
- Motivated Team Player
- Strong Client Relations
- Creative Problem Solver
References
Reference Name: Rocky Buchta
Reference Title: Manager (WebMD)
Phone: (317) 439-2494
Reference Name: Amanda Sinclair
Reference Title: Co-worker (WebMD)
Phone: (317) 373-1959
Reference Name: Amy O'Malley
Reference Title: Co-worker (WebMD)
Phone: (317) 607-0936
Timeline
Senior Charge Entry Rep
Zotec Partners
02.2019 - Current
Customer Service Administrator
WebMD Health Services
10.2004 - 01.2019
Bachelor of Science - Accounting
Western Governors University
Associate of Applied Science - Accounting
Ivy Tech Community College of Indiana
High School Diploma -
South Vigo High School
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