Kathryn Miller
Plant City,Florida
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
33
33
years of professional experience
Work History
Customer Service Agent/Shipping and Delivery Support
Amazon
01.2020
- Managed account security for 100+ customer accounts daily, ensuring timely processing of returns, refunds, and replacements
- Addressed and resolved delivery-related issues, leading to a 25% reduction in customer complaints related to shipping
- Ensured a seamless customer experience by effectively communicating with drivers, resulting in a higher rate of successful deliveries
Marketplace Insurance Customer Service Agent
Kenific Group
01.2023 - 01.2025
- Delivered exceptional customer service, greeting and assisting customers with professionalism, resulting in a high satisfaction rating
- Successfully processed over 200 new insurance policy applications, helping expand the client base
- Resolved members' inquiries through phone and email, consistently meeting or exceeding response time targets
- Improved customer retention by assisting members with co-payment issues and finding timely solutions
- Played a key role in ensuring compliance by managing plan cancellations due to non-payment, reducing company risk
Papa Pals Customer Service Representative
Appleone
01.2022 - 01.2023
- Coordinated transportation for over 100 members, ensuring timely appointments for critical services such as medical visits, errands, and personal tasks such as shopping and picking up medications improving overall member satisfaction and access to care
- Provided empathetic and timely service, resulting in consistently positive feedback from members
Marketplace Insurance Customer Service Agent
TTEC
01.2018 - 01.2022
- Managed and processed 150+ new insurance applications, contributing to a 10% increase in policy sales
- Provided exceptional customer service, answering phone and email inquiries with a 98% customer satisfaction rate
- Advised members on outstanding co-payments, improving payment timeliness by 15%
- Handled cancellations effectively, ensuring all actions were completed in compliance with company policy and reducing errors
Certified Medical Assistant (CMA)
Brookhaven Manor
01.2005 - 01.2009
- Assisted with patient care, including vital sign monitoring, administering injections, and blood draws
- Collected specimens for lab work and prepared samples for analysis
- Performed office duties, including greeting patients, answering phone calls, and scheduling appointments
- Assisted with medical billing and coding
Insurance Sales Agent (Property & Casualty)
Allstate Insurance Company
01.1992 - 01.2004
- Developed and maintained customer relationships, serving as a resource for Allstate products and services
- Built and maintained relationships with lead sources and settlement service providers
- Managed inbound service calls and provided accurate product information
- Sold and processed insurance applications, including new business, renewals, and endorsements
- Stayed updated on underwriting guidelines, company policies, and procedure changes
Education
Diploma - Certified Medical Assisting
Southern Technical College
Tampa, Florida01.2020
Skills
- Problem-Solving & Conflict Resolution
- Claims Processing & Research
- Customer Service & Communication
- Sales & Relationship Building
- Time Management & Efficiency
- Attention to Detail
- Technical Proficiency
- Adaptability & Flexibility
- Insurance Knowledge
- Medical Assistance & Patient Care
- Outstanding communication skills
- Problem resolution
- Data entry
- Customer service
Timeline
Marketplace Insurance Customer Service Agent
Kenific Group
01.2023 - 01.2025
Papa Pals Customer Service Representative
Appleone
01.2022 - 01.2023
Customer Service Agent/Shipping and Delivery Support
Amazon
01.2020
Marketplace Insurance Customer Service Agent
TTEC
01.2018 - 01.2022
Certified Medical Assistant (CMA)
Brookhaven Manor
01.2005 - 01.2009
Insurance Sales Agent (Property & Casualty)
Allstate Insurance Company
01.1992 - 01.2004
Diploma - Certified Medical Assisting
Southern Technical College
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