Cristen Budd
Salt Lake City,UT
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Consumer-Driven Driven Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
29
29
years of professional experience
Work History
Member Services Specialist
HealthEquity
11.2006 - Current
- Manage high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Navigate multiple systems simultaneously for efficient information retrieval during live calls with customers, such as Sales Force, Finesse, Member Portal, Service Site, Participant Site, Fiserv, Tsys, Vpay etc.
- Support peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Participate in training sessions to stay informed about product updates and changes.
- Contribute to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
- Adhere to company guidelines and protocols while representing HealthEquity professionally during all interactions with members.
- TOPS Implementation Manager In CIS - helped out during busy season. Worked with several HSA only clients and received high reviews from Clients.
- TOPS Scoop team - condensing information to create new Client pages
- TOPS Member Escalations - took escalated calls and reached out to members to resolve concerns and Close the Loop
- Grave Shift Team Member - Worked self-sufficiently without constant supervision while assisting fellow team members
- Elite Team Member - worked with Elite Clients requiring VIP member service experience
- Open Enrollment - traveled in & out of State to represent HealthEquity and educate new Client during Open Enrollment Season.
- Supervisor for Member Services - managed half of the member service agents at the time.
- Trainer for Member & Client Service Department - Trained new hires on HSA/FSA/HRA. Educated on company policies and best practices, fostering a culture of exceptional service delivery.
Nutrition Department Manager
Fred Meyer Stores
08.1995 - 11.2006
- Educated customers on topics of health and nutrition products.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed and motivated employees to be productive and engaged in work.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among my employees.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Associate of Science - Health Sciences
Salt Lake Community College
Salt Lake City, UT06.1993
Associate of Applied Science - Radiologic Technology
Salt Lake Community College
Salt Lake City, UT06.1993
High School Diploma -
Cottonwood High School
Salt Lake City, UT06.1990
Skills
- Staff education and training
- Product Recommendations
- Product Education
- Customer service expertise
- Teamwork and Collaboration
- Understanding Customer Needs
- De-Escalation Techniques
- Policies and Procedures Adherence
Languages
Korean
Limited Working
Timeline
Member Services Specialist
HealthEquity
11.2006 - Current
Nutrition Department Manager
Fred Meyer Stores
08.1995 - 11.2006
Associate of Science - Health Sciences
Salt Lake Community College
Associate of Applied Science - Radiologic Technology
Salt Lake Community College
High School Diploma -
Cottonwood High School
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