Kathleen Falzone
Summary
Motivated professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Representative
Highmark
11.2022 - Current
- Resolve complex customer inquiries using effective communication techniques.
- Collaborate with teams to streamline processes and improve customer satisfaction.
- Train and mentor new representatives to enhance service delivery skills.
- Maintain up-to-date knowledge of company products and services.
Senior Customer Service Representative
Highmark
11.2020 - 11.2022
- Managed incoming calls from new hire representatives, ensuring a smooth onboarding experience.
- Educated representatives on benefits and claims, enhancing their understanding of policy details.
- Handled offline inventory and tasks, contributing to overall operational efficiency.
Customer Service Representative
Highmark
11.2018 - 11.2020
- Handled high volumes of calls while ensuring quality service standards.
- Provided exceptional support to customers via phone and written inquiries.
- Educated customers on benefits during interactions.
- Maintained accurate records of customer interactions in company systems.
Account Manager
AllOne Health
01.2018 - 08.2018
- Organized interdepartmental meetings and provided agendas and notes
- Developed client reports and discussed them with appropriate company contact
- Communicated weekly and monthly initiatives which included account metrics
- Contacted customers as soon as issues arose to immediately find resolution before the problem escalated
- Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities
Provider Network Coordinator
AllOne Health
08.2015 - 01.2018
- Coordinated onsite occupational testing for clients using a mobile vendor
- Ensured that all in-network clinics were fully stocked with supplies to perform physicals and drug screens for all clients
- Met clients‘ needs by setting up occupational health clinics for their employees physicals and drug screens
- Provided customer service support to all clients daily through call center phone calls
Education
Communications
West Virginia University
Morgantown, WVBusiness Administration
Luzerne County Community College
Nanticoke, PASkills
- Customer service
- Product knowledge
- Inventory management
- Team leadership
- Training and mentoring
- Effective communication
Timeline
Lead Customer Service Representative
Highmark
11.2022 - Current
Senior Customer Service Representative
Highmark
11.2020 - 11.2022
Customer Service Representative
Highmark
11.2018 - 11.2020
Account Manager
AllOne Health
01.2018 - 08.2018
Provider Network Coordinator
AllOne Health
08.2015 - 01.2018
Communications
West Virginia University
Business Administration
Luzerne County Community College