Kathleen A Golden
Topeka,KS
Summary
A client service professional with proven ability to handle high volumes of calls and data processing efficiently. Known for maintaining high standards and achieving positive outcomes through effective communication and problem-solving. Valued for teamwork, reliability, and adaptability in dynamic environments. Aiming to pursue fields where I can apply and expand Organizational skills, IT, Help Desk, and Customer Satisfaction call experience in professional hybrid or remote work. I provide a dedicated remote work space in a focused and independent setting.
Overview
26
26
years of professional experience
Work History
Insurance Healthcare Call Rep.
KanCare Clearinghouse
Topeka, KS
05.2017 - 01.2018
- Supported the KanCare Clearinghouse account in Topeka, Kansas.
- Key 80% of the day.
- Provided accurate information to clients regarding KanCare programs, and provided eligibility support services.
- Assisted clients in navigating application processes for health coverage.
- Resolved client inquiries efficiently through effective communication skills.
- Documented interactions in CRM system to maintain accurate records of client communications.
- Led initiatives to enhance client satisfaction through feedback analysis and process adjustments.
- Developed training materials and resources to improve team performance and service delivery standards.
- Maintained up-to-date knowledge of products, services, and policies to provide accurate information to clients.
- Identified and resolved discrepancies and errors in customer accounts.
- Delivered exceptional client experiences while adhering to strict compliance guidelines set forth by the organization.
- Managed escalated calls with professionalism, successfully deescalating tensions while addressing the root cause of their issues.
- Strengthened customer relationships by following up on unresolved issues and ensuring satisfactory resolutions were achieved.
- Escalated complex matters to management to request information or appropriate action to resolve.
- Improved client satisfaction by efficiently handling inquiries and resolving concerns in a timely manner.
- Responded proactively and positively to rapid change.
- Left on site only position due to complications in pregnancy and extended recovery
IT Help Desk Technician
KDHE IT Department
Topeka, KS
02.2013 - 05.2014
- Answerd and recorded data on up to 20 Help Desk calls per hour
- Assisted all Health Department employees with Desktop and Network troubleshooting over the phone and in person.
- Performed system upgrades and maintenance on desktop and personal devices.
- Assisted with conference room setup.
- Resolved technical issues for end-users, ensuring timely support and high satisfaction rates.
- Assisted in troubleshooting hardware and software problems across various platforms.
- Documented and tracked support requests using ticketing system for efficient workflow management.
- Collaborated with cross-functional teams to implement software updates and system upgrades.
- Streamlined onboarding process for new hires by creating user-friendly guides and resources.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.
- Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
- Managed high levels of call flow and responded to technical support needs.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Left position to care for terminal parent
Logistics Technician – ITS and ITSC
Blue Cross & Blue Shield of Kansas
Topeka, KS
09.2006 - 09.2011
- Key up to 80% of the day.
- Prepare, sort, file, and deliver incoming and outgoing information, claims and mail.
- Access KCAPS to determine the status of claims and providers.
- Access ITS summaries database for verification of claims submission and/or processing.
- Process incoming Medical Records for ITS Home, PC experience.
- Collaborated with cross-functional teams to streamline logistics operations and improve efficiency.
- Provided support during peak seasons or emergencies by efficiently allocating resources according to priorities.
- Continuously updated knowledge on industry trends and best practices to enhance operational efficiency.
- Managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule.
- Left position due to complications in first pregnancy, extended recovery time from surgical procedures.
Sole Proprietor and Owner
Kate's Custom Cleaning and Organization
Topeka, KS
09.2000 - Current
- Developed customized cleaning plans to meet diverse client needs and preferences.
- Managed scheduling and logistics for residential and commercial cleaning services.
- Implemented efficient inventory management systems for cleaning supplies and equipment.
- Cultivated strong client relationships through consistent communication and personalized service.
- Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
- Entered income and expense details into business databases to track purchases and address variances.
- Implemented marketing strategies that effectively promoted services and attracted new clients.
- Managed all financial aspects of the business, including invoicing, budgeting, and tax preparation.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Participated in business events, conferences and trade shows to promote products and network with business owners and prospective clients.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Managed day-to-day business operations.
Education
Bachelor's Degree - Business Administration And Management
Grace Training Center
Grandview, MO2003
High School -
El Reno High School
El Reno, OklahomaSkills
- Accurate and detail oriented
- Ability to learn new systems quickly
- Excellent communication skills
- 10 Key Pad (touch)
- Moderate Data Entry with various systems
- Easy Writer
- Excel
- Microsoft Word
- Microsoft Works
- Word Perfect
- Windows
- Fax and Copier
- Heavy customer service
- Secretarial and Filing
- Reception and Front desk
- Leadership qualities
Timeline
Insurance Healthcare Call Rep.
KanCare Clearinghouse
05.2017 - 01.2018
IT Help Desk Technician
KDHE IT Department
02.2013 - 05.2014
Logistics Technician – ITS and ITSC
Blue Cross & Blue Shield of Kansas
09.2006 - 09.2011
Sole Proprietor and Owner
Kate's Custom Cleaning and Organization
09.2000 - Current
High School -
El Reno High School
Bachelor's Degree - Business Administration And Management
Grace Training Center