Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

KATHERINE REMER

O'Fallon,IL

Summary

Experienced professional with strong analytical skills, known for reliability and adaptability in fast-paced environments. Proven track record of collaborating effectively within teams to achieve key objectives through innovative technical solutions.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Thermofisher Scientific
03.2022 - Current
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

SUPERVISOR

Conduent
09.2017 - 10.2020
  • Providing assistance with billing issues, & technical issues. Submitting issues into ticketing system to be reviewed by engineering. Helping & supporting other technical advisors. Submitting peer feedback on employees. Taking ownership of difficult situations until issue is resolved. Handling complex issues while multi-tasking to meet goals and training deadlines.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.

CREDENTIALING SPECIALIST

Cognizant
04.2017 - 08.2017
  • Preparing and maintaining reports of credentialing activities such as accreditation, membership or facility privileges. Ensuring that all information meets federal and state guidelines when processing applications.
  • Managed multiple priorities effectively, resulting in the on-time completion of credentialing tasks for numerous providers simultaneously.
  • Conducted audits of provider files, ensuring all necessary documents were up-to-date and compliant with regulatory requirements.
  • Conducted primary source verifications such as background checks and board certifications.
  • Facilitated communication between departments, resulting in improved collaboration during the credentialing process.
  • Received and evaluated applications to look for missing and inaccurate information.
  • Demonstrated excellent problem-solving skills when confronted with complex issues or discrepancies during the credentialing process.
  • Collaborated with healthcare providers to gather necessary information for accurate credentialing decisions.

TECHNICAL ANALYST

RL Canning
05.2016 - 12.2016
  • End users support, assisting with password reset and system issues. Tracking issues into ticketing remedy systems. Multi-tasking at timely manner to complete daily goals and commitments.
  • Enhanced system performance by identifying and resolving technical issues through thorough analysis and troubleshooting.
  • Implemented software updates across multiple platforms, maintaining optimal functionality and security standards.
  • Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
  • Developed comprehensive documentation outlining system specifications and procedures, facilitating seamless knowledge transfer among team members.
  • Streamlined processes through the development and implementation of automation tools, resulting in improved efficiency.

ADMINISTRATIVE ASSISTANT

IDPH Legal Directors Office
01.2015 - 04.2016
  • Answering phone calls for Attorney Generals, filing documents, send out notices and court documents. Archiving filed and records. Contacting state county offices for updates on litigation cases for attorneys. Updating case status and information into database. Answering questions about current status of case or fine information.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • 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.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.

COLLECTIONS AGENT

Pro Com Collections
12.2014 - 04.2015
  • Making out bound calls to setup payment arrangements for balances with Springfield Clinic. Processing payments into system, entering medical coding for insurance billing and resending invoices.
  • Processed payments and applied to customer balances.
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.

LOAN ANALYST 4

Wells Fargo
11.2012 - 11.2013
  • Assisting customer application process, reviewing applicants information. Calculating financial risk to determine whether or not to approve loans. Monitor closed loan portfolios for compliance ad coordinate with other banking staff, such as financial advisors and underwriters. Handling VA , FHA and Refinanced mortgage loans.
  • Increased efficiency within the department by identifying areas for improvement and recommending appropriate changes to workflow processes.
  • Provided timely feedback to sales team regarding application status, resulting in improved communication and customer experience.
  • Improved loan approval process by conducting thorough credit analysis and risk assessments.
  • Supported underwriting team in evaluating collateral values, enabling accurate risk assessment and loan pricing.
  • Reviewed borrower financial statements, ensuring accuracy of information used in decision-making processes.
  • Conducted comprehensive research on market trends, contributing to informed lending decisions and reduced default rates.
  • Managed a diverse portfolio of loans while consistently adhering to established company guidelines and policies.
  • Developed customized financial models for analyzing potential investment opportunities, enhancing portfolio diversification and return on investment.

Education

Bachelor of Science (B.S.) - Criminal Justice

University of Phoenix
Phoenix, AZ
07.2012

Bachelor of Science (B.S.) - Computer Information Science

Benedictine University
Springfield, IL
04.2006

High School Diploma - undefined

Lawrence Adult
Springfield, IL
06.2001

Skills

  • Typing speed: 50 WPM
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Computer proficiency
  • Microsoft Excel
  • Payment processing
  • Order processing

Timeline

Customer Service Representative

Thermofisher Scientific
03.2022 - Current

SUPERVISOR

Conduent
09.2017 - 10.2020

CREDENTIALING SPECIALIST

Cognizant
04.2017 - 08.2017

TECHNICAL ANALYST

RL Canning
05.2016 - 12.2016

ADMINISTRATIVE ASSISTANT

IDPH Legal Directors Office
01.2015 - 04.2016

COLLECTIONS AGENT

Pro Com Collections
12.2014 - 04.2015

LOAN ANALYST 4

Wells Fargo
11.2012 - 11.2013

Bachelor of Science (B.S.) - Computer Information Science

Benedictine University

High School Diploma - undefined

Lawrence Adult

Bachelor of Science (B.S.) - Criminal Justice

University of Phoenix

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