Karen Strahm
Customer Service Specialist
Gallatin,TN
Summary
Three years of experience as a customer service representative in a fully remote work environment. Proven ability to handle a high volume of customer inquiries and issues quickly, professionally, and efficiently.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Claims Research Specialist
Wellpath
Nashville, TN
02.2021 - Current
- Respond to 70+ calls and emails daily from providers regarding eligibility, claim status, appeal status, and explanation of payments.
- Research and identify root cause of claims issues and communicate solutions to providers.
- Document customer interactions in Salesforce for accurate, up-to-date records.
- Maintain provider satisfaction with forward-thinking strategies focused on addressing provider needs and resolving concerns.
Seasonal Customer Experience Advocate (CXA)
AmeriGas Propane
Remote, US
11.2020 - 02.2021
- Responded to and processed 60+ customer calls in prompt and professional manner.
- Determined probable nature of each call by listening carefully, researching customer records and asking questions for clarification.
- Communicated clearly and respectfully with callers, restating information when necessary to ensure customer's understanding.
- Acknowledged and resolved customer concerns; promptly escalated complaints when needed
Group Home Manager
Be Blessed HomeCare
Hendersonville, TN
11.2012 - 12.2015
- Managed daily operations, developing budgets, training staff, and implementing programs for residents.
- Assisted patients by providing personal services, such as bathing, dressing, and grooming.
- Supported patients by providing housekeeping and laundry services, shopping for food and other household requirements, preparing and serving meals and snacks, and running errands.
- Promoted residents' health and well-being by organizing diverse activities for physical, mental and social stimulation.
Debt Collector
Windham Professionals Inc.
Hendersonville, TN
04.2007 - 09.2010
- Worked in call center environment handling 100+ manual and automatically dialed outbound calls daily.
- Gathered financial information and collected outstanding debt or explained repayment alternatives as directed by client.
- Performed all job duties within guidelines of FDCPA.
- Maintained consistently high success rate of collecting on overdue accounts.
- Achieved performance goals on consistent basis.
- Searched computer databases, credit reports, public records or other resources to locate debtors.
Education
High School Diploma -
08.1993 - 05.1997
Skills
Complaint resolution
MS Office
Teamwork and Collaboration
Data collection and organization
Telephone etiquette
Excellent written and oral communication
Health insurance industry knowledge
Knowledgeable in Salesforce
Account management
Provider Relations
Creative problem solving
Customer service optimization
Timeline
Claims Research Specialist - Wellpath
02.2021 - Current
Seasonal Customer Experience Advocate (CXA) - AmeriGas Propane
11.2020 - 02.2021
Group Home Manager - Be Blessed HomeCare
11.2012 - 12.2015
Debt Collector - Windham Professionals Inc.
04.2007 - 09.2010
Hendersonville High School - High School Diploma,
08.1993 - 05.1997