Karrissa Waller
Hurt,VA
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, notably at Continuum. Expert in Medicare and Medicaid, coupled with a goal-oriented mindset, led to significant improvements in provider relations and claims processing efficiency. Skilled in HIPAA compliance and healthcare industry knowledge, achieving high levels of customer loyalty and operational excellence. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Driver
FedEx
01.2013 - 01.2015
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Delivered goods and products to customer on time and in excellent condition.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
Customer Service Representative
Fanueil
09.2015 - 01.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Fanueil
02.2018 - 04.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Provider Services Representative
Continuum
06.2020 - 03.2023
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Improved communication between providers and insurance companies, leading to better understanding of policy coverage and claim status.
- Increased efficiency by accurately entering provider data into company systems and databases.
- Educated providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
Education
High School Diploma -
Halifax County High School
South Boston, VA05.2012
Skills
- Medicare and Medicaid knowledge
- HIPAA Compliance
- Healthcare Industry Knowledge
- Claims Processing
- Goal-oriented mindset
- Call center experience
- Insurance Verification
- Data entry proficiency
- Compliance Management
Timeline
Provider Services Representative
Continuum
06.2020 - 03.2023
Customer Service Representative
Fanueil
02.2018 - 04.2020
Customer Service Representative
Fanueil
09.2015 - 01.2018
Driver
FedEx
01.2013 - 01.2015
High School Diploma -
Halifax County High School
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