Summary
Overview
Work History
Skills
References
Timeline
Generic

KATHERINE M. RHODES

Sheffield Lake,Ohio

Summary

Personable and dedicated customer service representative with extensive experience in 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.

Overview

17
17
years of professional experience

Work History

Customer Service Manager

Schoolhouse Salvage
Chagrin Falls, Ohio
09.2018 - Current
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Evaluated and authenticated returns, exchanges and voids.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Audited customer account information to identify issues and develop solutions.
  • Conducted research and reviewed findings to solve customer issues.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Explained benefits, features, and recommendations to maximize client retention.
  • Organized client contracts, records, and reports to strengthen traceability.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated work to staff, setting priorities and goals.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Produced thorough, accurate and timely reports of project activities.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Developed policies and procedures related to customer service operations.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Provided exceptional customer service to ensure customer satisfaction.

Billing Specialist

Our Lady of the Wayside
Avon, Ohio
02.2015 - 09.2018
  • Submitted electronic and paper claims to insurance companies for payment.
  • Maintained detailed records of all transactions involving insurance billing processes.
  • Identified trends in denied claims and worked with staff members to develop corrective action plans.
  • Participated in meetings with other departments to discuss ways to improve workflow processes related to insurance billing activities.
  • Monitored changes in regulations governing third party reimbursements, updating policies and procedures as needed.
  • Trained new employees on the proper use of software applications used in the department.
  • Prepared financial statements detailing revenue collected from various sources such as private payers, Medicare, Medicaid.
  • Collaborated with other team members on projects designed to streamline existing processes or implement new ones.
  • Submitted appeals to insurance companies when necessary.
  • Interpreted Explanation of Benefits documents from various insurers.
  • Analyzed provider contracts and fee schedules to determine appropriate reimbursement rates for services provided by healthcare providers.
  • Processed payments from insurance companies in accordance with established procedures.
  • Reviewed insurance claims for accuracy and completeness, ensuring that all required information was present.
  • Validated policyholder eligibility for coverage of services rendered.
  • Provided timely follow-up on unpaid claims to ensure prompt resolution of issues causing delays in reimbursement.
  • Resolved discrepancies between charges on invoices and those billed to the insurance company.
  • Created reports summarizing activity related to insurance billing operations.
  • Developed strategies for minimizing denials and improving collections processes.
  • Responded promptly to customer inquiries related to billing matters.
  • Prepared and posted weekly payments to vendors and suppliers.
  • Developed strong professional rapport with vendors and clients.
  • Reconciled codes against services rendered.
  • Verified accuracy of information and resolved discrepancies with vendors before entering invoices for payment.
  • Processed invoice payments and recorded information in account database.
  • Managed all payments processing, invoicing and collections tasks.
  • Assessed billing statements for correct diagnostic codes and identified problems with coding.
  • Input statement information, reconciled accounts and resolved discrepancies.
  • Accurately input procedure codes, diagnosis codes and patient information into billing software to generate up-to-date invoices.
  • Computed credit terms, discounts and shipment charges for goods or services to complete billing documents.
  • Enforced compliance with organizational policies and federal requirements regarding confidentiality.
  • Executed account updates and noted account information in company data systems.
  • Performed insurance verification, pre-certification and pre-authorization.
  • Performed accurate and fully compliant monthly closing processes, accruals and journal entries.
  • Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
  • Participated in workshops, seminars, and training classes to gain stronger education in industry updates and federal regulations.

Customer Service Lead

10.10 Solutions, Inc.
Chicago, IL
01.2008 - 10.2011
  • Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
  • Prepared daily activity reports summarizing activities related to customer support requests.
  • Researched customer inquiries using available resources such as FAQs and online forums.
  • Identified areas of improvement in existing processes or procedures used for providing support services.
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Investigated customer complaints regarding product quality or service rendered.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
  • Assisted in developing training materials related to new products or services being released.
  • Developed innovative strategies to improve customer experience with the product or service offered by the company.
  • Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Performed regular follow-up calls to check on customer satisfaction levels.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Coordinated with third-party vendors when necessary for resolving escalated customer issues.
  • Analyzed customer complaints and service trends to identify and correct systematic issues.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Consulted with customers regarding needs and addressed concerns.
  • Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
  • Audited customer account information to identify issues and develop solutions.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Processed customer account changes with proprietary software.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • ‪Responded quickly to customer inquiries, needs and problems.‪
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Applied consultative approach to collect information on customer service, account and technical concerns.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Maximized customer satisfaction by handling customer email and telephone interactions.
  • Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained positive working relationship with fellow staff and management.
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Oversaw daily performance of computer systems.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Evaluated software or hardware to recommend improvements or upgrades.

Skills

  • Training and mentoring
  • Report Preparation
  • Workflow Management
  • Handling Escalations
  • Talent Development

References

References available upon request.

Timeline

Customer Service Manager

Schoolhouse Salvage
09.2018 - Current

Billing Specialist

Our Lady of the Wayside
02.2015 - 09.2018

Customer Service Lead

10.10 Solutions, Inc.
01.2008 - 10.2011

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KATHERINE M. RHODES