Katherine Archila
Washington,DC
Summary
Customer-focused professional with extensive experience in high-volume call environments and client relationship management. Delivered effective training on system programs to new and existing clients while navigating diverse systems and addressing inquiries. Managed workloads independently, ensuring compliance with industry regulations and consistently meeting customer service expectations through strong communication and problem-solving skills.
Overview
1
1
Language
5
5
years of professional experience
Work History
IME Case Manager
CIV Team Government Services
01.2026 - Current
- Made outbound calls to healthcare providers to obtain missing documentation and required information.
- Investigated and followed up on file issues to ensure timely resolution and completion.
- Reviewed applicant examination files using Adobe Acrobat to identify errors, discrepancies, and missing information.
- Utilized multiple internal systems and databases to review, update, and process applicant and claim files.
- Applied corrections and updated claim files upon receipt of additional or corrected information.
- Processed and completed up to 50 files daily while maintaining accuracy and productivity standards.
- Trained and onboarded call center employees on job responsibilities, processes, systems, and department procedures.
Customer Care Representative
CIV Team Government Services
06.2023 - 01.2026
- Respond to customer inquiries via phone and email, maintaining professionalism and efficiency across all communication channels.
- Manage a high volume of inbound and outbound calls, delivering prompt, courteous, and accurate resolutions to customer inquiries.
- Utilize Freshdesk Ticketing System to track, document, and resolve customer requests in a timely manner.
- Provide guidance and support to clients, addressing login issues, password resets, account reactivations, provider changes, and exam statuses.
- Conduct onboarding and advanced training sessions for new and existing staff, equipping team members with the knowledge and skills needed to effectively use system programs, software tools, and workflows.
- Collaborate with managers and peers to strengthen department efficiency and maintain transparency across operations.
- Utilize Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) to streamline documentation, reporting, and communication processes.
- Pull, review, and label medical files to ensure accurate documentation and compliance with regulatory standards.
Customer Experience Associate II
Conduent
01.2022 - 06.2023
- Conducted both inbound and outbound calls, providing dedicated support for the Patient Assistance Insulin Program to patients, healthcare providers, and office staff.
- Assisted with prescription refills, order statuses, applications, and general program inquiries, streamlining processes and enhancing participant satisfaction.
- Verified insurance information, contributing to accurate and efficient program operations.
- Applied excellent communication and problem-solving skills to resolve customer inquiries, fostering a positive and solution-oriented experience.
- Effectively assisted bilingual callers (Spanish), articulating information in an efficient and precise manner, enhancing accessibility and support for a diverse range of participants.
- Maintained up-to-date knowledge aligned with business standards, products, and updates, ensuring accurate and informed assistance to all stakeholders.
- Navigated diverse systems and utilized strong computer skills, including expertise in Microsoft Office Suite, to support efficient program operations.
Customer Service Advisor II
Concentrix
04.2021 - 01.2022
- Successfully provided exemplary customer service to major clients, including Turbo Tax and State Farm, meeting daily goals with speed, accuracy, and efficiency.
- Provided exemplary customer service to major clients like Turbo Tax and State Farm, consistently meeting daily goals with high speed and accuracy.
- Responded adeptly to customer inquiries on policies, products, billing, services, accounts, logins, and more, demonstrating a thorough understanding of client offerings.
- Demonstrated a commitment to excellence by consistently meeting and exceeding customer service expectations, contributing to overall client satisfaction.
- Consistently met and exceeded customer service expectations, enhancing overall client satisfaction.
Education
Southern New Hampshire University
Rhode Island College
Skills
- Case management
- Data Management
- File Analysis
- Documentation review
- Customer Engagement
- Multitasking
- Time Management
- Attention to detail
- Detail-Oriented
- Conflict Resolution
- Problem solving
- Effective communication
- Communication
- Staff Onboarding
- Adaptability
Languages
Spanish
Professional
A1
Timeline
IME Case Manager
CIV Team Government Services
01.2026 - Current
Customer Care Representative
CIV Team Government Services
06.2023 - 01.2026
Customer Experience Associate II
Conduent
01.2022 - 06.2023
Customer Service Advisor II
Concentrix
04.2021 - 01.2022
Southern New Hampshire University
Rhode Island College