Karren Henry
Jacksonville,NC
Summary
Dedicated and results-driven customer service professional with 5+ years of experience in providing exceptional service and support to diverse clientele. Proven track record of resolving customer inquiries and issues efficiently, maintaining high satisfaction ratings, and exceeding performance targets.
Overview
11
11
years of professional experience
Work History
Health Care Customer Service Representative
ResultsCX
06.2024 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Assist customer with Provider and PCP Changes
- Assist Member with Issuing insurance card.
- Assist member with filing grievances and insurance claims
- Managed incoming phone calls to resolve patient inquiries and refer calls to appropriate departments.
- Assisted patients with obtaining and rescheduling appointments.
Customer Service Advocate
Verizon Wireless Contact Center
07.2018 - 08.2023
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Understand and assess customer needs, goals, and challenges to identify opportunities for value realization and growth.
- Delivered prompt service to prioritize customer needs.
- Identify upsell and cross-sell opportunities within assigned accounts, partnering with sales teams to drive revenue growth.
- Serve as the primary point of contact for assigned Verizon Wireless customers, developing and nurturing strong relationships.
Call Center Customer Support Specialist
Convergys
08.2013 - 07.2018
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Responded to customer inquiries and provide support through various channels, including phone, email, chat, or ticketing systems, using Salesforce, Slack, and Zendesk platforms.
- Identified and assessed customer needs, actively listening to understand their concerns and providing appropriate solutions or guidance.
- Utilized knowledge resources and company systems to accurately and efficiently resolve customer inquiries or route them to the appropriate department.
- Maintained a high level of empathy and patience when dealing with frustrated or upset customers, ensuring their concerns are acknowledged and addressed.
- Meet or exceeded performance targets, including customer satisfaction metrics, response times, and first-resolution rate
- Troubleshoot and resolve customer problems, technical issues, or product/service related inquiries using the available tools and resources.
Education
High School Diploma -
Lejeune High
Camp Lejeune2005
Skills
- Insurance Verification
- Medical terminology knowledge
- Patient confidentiality
- Appointment Scheduling
- Call center experience
- Claims Processing
- Up-selling capabilities
- HIPAA Compliance
- Multitasking and Organization
- Microsoft Office
- De-Escalation Techniques
- Customer Service
- Problem-Solving
Timeline
Health Care Customer Service Representative
ResultsCX
06.2024 - Current
Customer Service Advocate
Verizon Wireless Contact Center
07.2018 - 08.2023
Call Center Customer Support Specialist
Convergys
08.2013 - 07.2018
High School Diploma -
Lejeune High
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