Katie Barnhouse
Monticello,KY
Summary
- Results-driven Team Lead and Customer Support professional with experience in the healthcare insurance sector and with government contracts.
- Proven ability to lead and motivate teams to exceed performance metrics, enhance customer satisfaction, and ensure compliance with industry regulations. Adept at coaching, problem-solving, and managing complex claims and technical inquiries.
- Experienced with advanced troubleshooting and customer support methodologies. Utilizes in-depth technical knowledge to resolve issues efficiently and enhance user experience. Knowledge of implementing technical solutions and maintaining high standards of service quality.
- Experience in UX Design.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Support Agent Ll
Kech/TriWest Contract
08.2024 - Current
- Provided end-to-end customer support, encompassing claims resolution, enrollment assistance, and secure payment processing for medical premiums.
- Managed and resolved a high volume of complex customer claims, ensuring accurate processing and timely resolution.
- Interpreted and applied policy guidelines to effectively address customer claim inquiries and disputes.
- Guided beneficiaries through the enrollment process.
- Provided comprehensive explanations of enrollment options, benefits, and eligibility requirements to diverse customer base.
- Maintained records of enrollment applications and updates, adhering to strict compliance standards.
- Processed secure phone payments for medical premiums, ensuring accuracy and adherence to financial protocols.
- Assisted beneficiaries with payment inquiries, billing discrepancies, and setting up payment arrangements.
- Safeguarded sensitive financial information while processing transactions and maintaining customer trust.
Telephone Interviewer
Dynata
01.2023 - 01.2024
- Conducted telephone interviews for market research studies, adhering to strict script guidelines and data collection protocols.
- Engaged respondents effectively to gather accurate and unbiased information on various topics.
- Maintained high quality standards for data integrity and respondent experience.
- Managed call flow efficiently, ensuring timely completion of interviews and meeting daily quotas.
- Utilized strong active listening and interpersonal skills to build rapport and encourage participation from diverse demographics.
- Accurately recorded responses and demographic information into data collection systems.
Start: Customer Support Agent, Ending: Team Lead
Senture
01.2020 - 01.2023
- Supervised a team of call center agents, ensuring adherence to Senture's US Dot contract requirements and service level agreements.
- Provided ongoing coaching, training, and performance feedback to team members, fostering a high-performance and customer-centric environment.
- Monitored call quality and agent productivity, implementing strategies to optimize team efficiency and achieve key performance indicators (KPIs).
- Handled escalated customer inquiries and complex issues, resolving problems effectively and maintaining high customer satisfaction.
- Conducted regular team meetings to communicate updates, reinforce policies, and promote a collaborative work atmosphere.
- Analyzed call center data and trends to identify areas for improvement and contribute to operational enhancements.
- Ensured compliance with all US Dot regulations and company policies in daily operations.
Transcriptionist
Go Transcript
01.2019 - 01.2021
- Transcribed audio and video recordings accurately and efficiently into written documents, adhering to strict deadlines.
- Ensured high levels of accuracy, grammar, punctuation, and formatting in all transcribed materials.
- Utilized specialized transcription software and equipment to enhance speed and precision.
- Reviewed and proofread transcribed documents to identify and correct errors before final delivery.
- Managed multiple transcription projects simultaneously, prioritizing tasks to meet client requirements.
- Maintained confidentiality and security of sensitive information contained within audio and transcribed files.
Lead Assistant
Rains Roofing and Siding
01.2018 - 01.2020
- Assisted project managers and site supervisors in overseeing daily construction operations and project timelines.
- Provided on-the-job training and guidance to new and junior team members on construction techniques, safety protocols, and company procedures.
- Supervised small teams or specific tasks, ensuring work was completed efficiently, safely, and to quality standards.
- Coordinated material deliveries, equipment allocation, and subcontractor schedules to maintain project flow.
- Conducted site inspections to ensure compliance with safety regulations and project specifications.
- Maintained accurate project documentation, including daily logs, progress reports, and inventory records.
- Supported overall project management by tracking progress, identifying potential issues, and contributing to problem-solving.
Education
Associate of Arts -
Somerset Community College
06-2026
IT Support & UX Design
Merit America
01.2025
High School - undefined
Western Learning
05.2018
Skills
- Excellent communication skills, both verbal and written, with a proven ability to convey complex information clearly and concisely
- Strong attention to detail and accuracy in data entry, record-keeping, and task execution
- Ability to collaborate effectively with colleagues, team members, and external stakeholders to achieve common goals
- Proficient in utilizing various software and systems for data management, communication, and operational efficiency
- Pro In Salesforce/Access/Excel and more
- Adept at problem-solving and critical thinking, with a focus on delivering effective solutions
- Strong organizational and time management skills, capable of prioritizing tasks and managing multiple projects simultaneously
- Ability to collaborate effectively with healthcare providers and other team members
- Customer support strategy
- Customer support
- Team management
- Call routing
- Workforce planning
- CRM software
- Scripting
- Timekeeping
- Call monitoring
- Document management
- Report writing
- Problem-solving
Certification
- Google IT SUPPORT Certificate
- UX/UI Design Certificate
- CPR CERTIFIED 2021-
Timeline
Customer Support Agent Ll
Kech/TriWest Contract
08.2024 - Current
Telephone Interviewer
Dynata
01.2023 - 01.2024
Start: Customer Support Agent, Ending: Team Lead
Senture
01.2020 - 01.2023
Transcriptionist
Go Transcript
01.2019 - 01.2021
Lead Assistant
Rains Roofing and Siding
01.2018 - 01.2020
IT Support & UX Design
Merit America
High School - undefined
Western Learning
Associate of Arts -
Somerset Community College