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
Pekin, IL
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
Peoria, IL
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
Pekin, IL
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
Pekin, IL
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
Peoria, IL
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
Bloomington, IL
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, ILGED -
ICC
East Peoria, IL06-2018
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