Katherine Roberts-Adams
Macomb,MI
Summary
25 Plus years of Customer Service experience, dynamic, polished, energetic, visionary and team spirited individual with outstanding core strengths. Loyal, great character encapsulates the essence of a moral and ethical work environment. Accustomed to working in a high-performance culture and accentuates empowerment, quality, efficiency, and principles. Well spoken, articulate and possesses the ability to establish and maintain interpersonal relationships with clients and key partners. Executes complex goals in challenging environments.
Overview
15
15
years of professional experience
Work History
Customer Service Representative II
Blue Cross Blue Shield Of Michigan
10.2022 - Current
- Exhibited high energy and professionalism when dealing with clients and staff.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Claim Specialist
Proctor Financial
11.2012 - 11.2020
- Investigate, evaluate, and resolve claims of high complexity and severity
- Frequent interaction with Senior Management, Corporate Claims, and staff
- Comply with applicable company procedures and policies, statutes, regulations, and other legal requirements governing claims handling
- Handle/process claim checks, stop payments, and return checks
- Set-up payee headers; and reconcile disbursements
- Perform various functions on mortgage servicing system, including but not limited to, review/clear assigned tasks within required timeframes; document required notation, monitor vendor tasks and responses
- Monitor/respond to email inquiries.
Mod Team Associate/Customer Service Manager
Wal-Mart
11.2008 - 12.2012
- Manage three to five cashiers
- Detection of fraudulent activity from customers
- Demonstrating excellent customer service skills
- Assist in running front end of store
- Set up and rearrange shelves for new and old merchandise
- Changes prices of store merchandise.
- Arranged consistent shelves, bins, and racks at several locations by following established planograms.
- Arranged consistent shelves, bins, and racks at [Number] locations by following established planograms.
Education
High School Diploma -
Peterson Warren Academy
Inkster, MI05.1992
Some College (No Degree) - Business Administration And Management
University of Arizona Global
Arizona City, AZSkills
- Strong background in customer service, leadership, sales industries, having worked in high volume call center environments Proficient in various computer applications such as, Microsoft Works, Office, Excel, Word and Outlook, Lotus 1-2-3, multiple Windows programs such as Vista and Windows 7, PowerPoint Presentation software products; online, social media and ecommerce Fiserv, Intelligent Insurance Manager (IIM), Interaction Client and II Parallels
- Analytical and Critical Thinking
- Written Communication
- Active Listening
- Customer Service
Inspirational Quote
“The simpler you say it, the more eloquent it is.” —August Wilson.
Awards
Competency Awards received in courses completed in eighty percentile and above is a director's acknowledgement of student successes in the classes taken in the program. High GPA is recognized in awards given by the staff, directors, and corporate office.
References
Available upon request
Timeline
Customer Service Representative II
Blue Cross Blue Shield Of Michigan
10.2022 - Current
Claim Specialist
Proctor Financial
11.2012 - 11.2020
Mod Team Associate/Customer Service Manager
Wal-Mart
11.2008 - 12.2012
High School Diploma -
Peterson Warren Academy
Some College (No Degree) - Business Administration And Management
University of Arizona Global
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