Kasie Herman
Toledo
Summary
Accomplished Sr. Customer Service Specialist at Owens Corning, adept in CRM software and fostering customer trust. Proven leader in mentoring and project management, enhancing customer experience and driving continuous improvement. Excel in conflict resolution and cross-functional collaboration, consistently delivering proactive solutions and achieving a 5-star service rating.
Overview
18
18
years of professional experience
Work History
Sr. Customer Service Specialist/Lead Specialist
Owens Corning
Toledo
12.2020 - Current
- Delivering excellent customer service, both internally and externally
- Mentoring and training of new hires to ensure they are set up for success
- Fluency in programs such as E6P/CRM/SAP as well as Excel and PowerBi
- Excellent interpersonal and communication skills
- Efficiently taking proactive actions to meet customer needs and concerns while creating win/win solutions
- Developing strong relationships with our customers and understand what it takes to ensure their success
- Developing customer trust by consistently following through on actions and operating with integrity
- Understanding and promoting the use of customer tools and technology
- Leading SDP training for CSS to ensure cross team functionality and enhanced customer experience
- Fostering a TPM mindset to drive a culture of continuous improvement and enhance cross-functional collaboration.
- Leading cross-functional teams, managing projects and implementing new processes or systems to enhance efficiency.
Volunteer
Toledo Humane Society
Toledo
09.2007 - Current
- Helped with grooming, bathing, feeding, physical activity, and waste removal
Patient Access
Mercy Health St. Anne Hospital
Toledo
08.2017 - 09.2020
- Greets patients, visitors and answers telephone in a prompt and courteous manner. Thorough data entry while documenting any incomplete admissions/registrations in manner prescribed
- Identify & register patients efficiently & effectively to ensure correct claims processing documents, and patient privacy guidelines are followed
- Notify patients, family members, physicians and/or supervisors of network insurance coverage issues that may result in coverage reduction
- Notify patients of co-payments, deductibles or deposits needed and collect patient liability when applicable.
- Maintain positive customer service at all times, referring unresolved issues to appropriate supervisor
- Answer telephone calls to provide aid to callers while maintaining a 5-star rating.
- Trained new hires
Residential Specialist
Triad Residential Solutions
10.2014 - 07.2016
- Provided basic care assistance – such as bathing, nutrition, and proactive learning for individuals with intellectual disabilities
- Delivered medication to the individuals based on the five rights of medication passing
Education
High School Diploma -
Clay High School
Oregon, Ohio05.2009
Skills
- Customer relationship management
- Conflict resolution
- CRM software proficiency
- Customer experience enhancement
- Data analysis tools
- Project management
References
- Evan Cleveland, Toledo Fire Department, 567-215-8577, Clevelandevan@gmail.com
- Nicole McCarley, Sunshine Community Services, 419-460-8282, Nbeauch1108@gmail.com
- Tory King, Interdisciplinary Studies B.A, Lourdes University, 214-557-3093, Toryw93@gmail.com
Certifications And Licensures
- CPR First Aid Certification, 05/16
- Medication Pass Certification for Developmentally Disabled Population, 05/16
Timeline
Sr. Customer Service Specialist/Lead Specialist
Owens Corning
12.2020 - Current
Patient Access
Mercy Health St. Anne Hospital
08.2017 - 09.2020
Residential Specialist
Triad Residential Solutions
10.2014 - 07.2016
Volunteer
Toledo Humane Society
09.2007 - Current
High School Diploma -
Clay High School