Personable and dedicated Customer Service Representative with extensive experience in health care industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Hi, I’m
Katherine Lasswell
Tucson,AZ
Summary
Overview
5
years of professional experience
Work History
BroadPath Healthcare Solutions Tucson, AZ
Provider Services Representative
06.2023 - Current
Job overview
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Liaised between customers and other healthcare departments to resolve customers inquiries.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Referred unresolved customer inquiries to designated departments for further investigation.
BroadPath Healthcare Solutions Tucson, AZ
Flex Trainer
07.2020 - 06.2023
Job overview
- Trained newly hired top talent to fill key positions and maximize productivity.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
- Worked with operations partners, supervisors, and subject matter experts to review performance levels to maintain productivity and meet company goals.
- Conducted training classes for employees on features and operation of products, client tools and processes.
- Created tests, exercises and role-plays for courses to verify competency.
- Compiled and analyzed weekly trainee retention reports.
- Designed training performance evaluations and provided training follow-up to incorporate feedback into future modules.
BroadPath Healthcare Solutions Tucson, AZ
Member Service Representative
08.2019 - 09.2020
Job overview
- Answered member questions about health plans and benefits
- Answered members billing questions and processed payments
- Consulted with customers regarding needs and addressed concerns.
- Audited customer account information to identify issues and develop solutions.
- Leveraged software and systems to research and resolve member inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Excelled in exceeding daily credit card application goals.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
AfniTucson, AZ
Customer Service Representative
07.2018 - 07.2019
Job overview
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
Metro Tech High School Phoenix, AZ
High School Diploma
05.2000
University Overview
- Future Business Leaders of America Member
- Completed professional development in Business Administration
Skills
- Order and Refund Processing
- Customer Retention Strategies
- CRM Software
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Call Documentation
- Multitasking and Prioritization
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Microsoft Office
Timeline
Provider Services Representative
BroadPath Healthcare Solutions
06.2023 - Current
Flex Trainer
BroadPath Healthcare Solutions
07.2020 - 06.2023
Member Service Representative
BroadPath Healthcare Solutions
08.2019 - 09.2020
Customer Service Representative
Afni
07.2018 - 07.2019
Metro Tech High School
High School Diploma
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