Summary
Overview
Work History
Skills
Timeline
Generic

Coryn Smith

Hamilton,Ohio

Summary

Metric driven specialist who consistently exceeds productivity goals. Possesses strong skills in professionalism with customers and colleagues. Maintains a clear understanding on regulatory requirements, policy updates, and building team morale, while expressing a willingness to expand my knowledge throughout my career.

Overview

11
11
years of professional experience

Work History

Customer Service Sales Rep

Queen City Polymers / RioTech
West Chester, OH
06.2021 - Current
  • Generated quotes, processed payments and documented customer communications.
  • Tracked shipments to ensure delivery on time and in excellent condition.
  • Purchased the highest quality products for the lowest possible price.
  • Verified receipt of items by comparing items ordered to items received.
  • Prepared, coordinated and communicated price quotes, terms of sale, delivery dates and service obligations to customers and contractors.
  • Provided order tracking information and resolved issues when needed.
  • Verified accuracy of information and executed clarification of orders.
  • Processed and documented transactions in company database.

Patient Care Coordinator

Humana
Hamilton, OH
08.2020 - 02.2021
  • Inbound contact representative
  • Assisting with claim issues
  • Providing a benefits overview
  • Assisting with scheduling delivery of high cost medications
  • Working to meet daily goals and metrics to maintain my KPI
  • Following guidelines for regulatory requirements and confidentiality related to HIPPA

Retention Relationship Manager / Senior Quality Analyst

Barclays
Hamilton, Ohio
06.2017 - 08.2020
  • Transitioned into new role in November 2017 as a Quality Analyst
  • Monitoring calls for multiple lines of business
  • Facilitating and participating in weekly calibrations
  • Identifying trends and sharing observations for products within the bank
  • Conducting one on one quality coaching sessions
  • Assessing the accounts by asking probing questions to reengage card member's business with the bank
  • Understanding rewards for partner cards and following up on updates, to better serve the customer
  • Assisting with floor support for core care
  • Helping out as a subject matter expert for new hire integration

Relationship Manager

Barclays
Hamilton, Ohio
11.2016 - 06.2017
  • Assisted card members with general account inquiries.
  • Followed procedures to meet PPI law requirements Worked efficiently with high call volume.
  • Skilled in core care and consumer lending Achieved high quality scores and met expectations for complaint cases.

Team Manager/Quality Analyst

Startek
Hamilton, Ohio
10.2015 - 10.2016
  • Provided daily coaching to a team of 18 agents.
  • Held weekly meetings or huddles to build and maintain team morale.
  • Handled escalated calls during times of floor support.
  • Lead weekly calibrations to main consistency with agents and customers Managed a quality team of three analysts.
  • Built the quality platform during the launch of a a new contract Built reports and identified current trends on the call center floor.

Customer Service Representative

Rumpke Waste & Recycling
Cincinnati, OH
07.2013 - 10.2015
  • Assisted customers at a high volume inbound customer service and email inquiries
  • Skilled to handle escalated calls Created work orders for the dispatch team
  • Performed outbound calls for delinquent accounts
  • Tracked customer dissatisfaction and made follow up calls to ensure improvement with customer experience.

Skills

  • High tolerance for stress
  • Excellent communication skills
  • Achievements as a top performer
  • Seeks additional projects to be completed
  • Understands and maintains compliance and regulatory requirements
  • Eagerness to assist other colleagues
  • Strong focus on NPS and CSAT
  • Outstanding organizational skills
  • Excels in time management and workload prioritization
  • Patient relations
  • Healthcare operations
  • Insurance practices
  • Claims processing
  • Quality assurance controls
  • Health information systems

Timeline

Customer Service Sales Rep

Queen City Polymers / RioTech
06.2021 - Current

Patient Care Coordinator

Humana
08.2020 - 02.2021

Retention Relationship Manager / Senior Quality Analyst

Barclays
06.2017 - 08.2020

Relationship Manager

Barclays
11.2016 - 06.2017

Team Manager/Quality Analyst

Startek
10.2015 - 10.2016

Customer Service Representative

Rumpke Waste & Recycling
07.2013 - 10.2015

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Coryn Smith