Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Katherine Moore

Pekin,IL

Summary

Dynamic customer service professional with a proven track record at First Pekin Savings Bank, excelling in conflict resolution and customer engagement. Recognized for enhancing customer loyalty through effective listening and in-depth product knowledge, while streamlining processes to improve service delivery and operational efficiency.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

First Pekin Savings Bank
07.2023 - Current
  • Assisted customers with inquiries and resolved issues efficiently.
  • Learned company policies and procedures to provide accurate information.
  • Utilized customer service software to track interactions and updates.
  • Supported team in maintaining a positive customer experience environment.
  • Adapted quickly to new systems and processes for improved service delivery.
  • Documented customer feedback for continuous improvement initiatives.
  • 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Patient Access Representative

Springfield Clinic
11.2022 - 07.2023
  • Facilitated patient registration processes, ensuring accurate data entry and compliance with privacy regulations.
  • Assisted patients in navigating healthcare services, providing information on insurance coverage and appointment scheduling.
  • Collaborated with clinical staff to streamline patient flow and reduce wait times during peak periods.
  • Managed incoming calls, addressing inquiries and resolving issues efficiently to enhance patient satisfaction.
  • Utilized electronic health record (EHR) systems to maintain up-to-date patient information and support clinical operations.
  • Conducted follow-up communications with patients regarding upcoming appointments, reducing no-show rates significantly.
  • Implemented process improvements that enhanced workflow efficiency within the patient access department.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.

Certified Nursing Assistant

Unity Point
10.2021 - 09.2022
  • Assisted patients with daily living activities, ensuring comfort and dignity at all times.
  • Monitored vital signs and reported changes to nursing staff for timely intervention.
  • Maintained accurate patient records, supporting effective communication among healthcare team members.
  • Implemented infection control procedures, contributing to a safe environment for patients and staff.
  • Provided emotional support to patients and families, fostering a compassionate care atmosphere.
  • Trained new staff on best practices in patient care and safety protocols, enhancing team efficiency.
  • Coordinated patient transportation and scheduled appointments, optimizing workflow within the facility.

Certified Nursing Assistant

Unity Point
02.2019 - 10.2020
  • Collaborated with interdisciplinary teams to develop personalized care plans for diverse patient needs.
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Built rapport with patients and families, providing emotional support during difficult times.
  • Actively participated in interdisciplinary team meetings to discuss patient progress and develop effective care strategies.

Administrative Assistant

Oberlander Alarm Systems
07.2015 - 11.2015
  • Coordinated office operations, ensuring efficient workflow and timely completion of tasks.
  • Managed scheduling and calendar organization for senior executives, optimizing time management.
  • Developed and maintained filing systems, improving document retrieval efficiency by 30%.
  • Assisted with preparation of reports and presentations, enhancing clarity and professionalism.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
  • Facilitated collaboration within team by organizing regular meetings and tracking project progress.

Payment Specialist

State Farm Insurance Inc
12.2012 - 10.2014
  • Processed high-volume payment transactions efficiently, ensuring accuracy and compliance with financial regulations.
  • Analyzed payment data trends to identify areas for process improvement and operational efficiency.
  • Developed comprehensive reports on payment activities, supporting strategic decision-making for management.
  • Issued deductibles when needed.

Education

General - Healthcare

Illinois Central College
East Peoria, IL

GED -

ICC
East Peoria, IL
06-2018

Skills

  • Customer engagement
  • Effective listening skills
  • Analytical reasoning
  • Detail-oriented data management
  • Proficient in computer applications
  • Effective conflict resolution
  • Customer relationship management
  • Customer feedback assessment
  • In-depth product knowledge
  • Order fulfillment
  • Team building

Timeline

Customer Service Representative

First Pekin Savings Bank
07.2023 - Current

Patient Access Representative

Springfield Clinic
11.2022 - 07.2023

Certified Nursing Assistant

Unity Point
10.2021 - 09.2022

Certified Nursing Assistant

Unity Point
02.2019 - 10.2020

Administrative Assistant

Oberlander Alarm Systems
07.2015 - 11.2015

Payment Specialist

State Farm Insurance Inc
12.2012 - 10.2014

General - Healthcare

Illinois Central College

GED -

ICC

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Katherine Moore