Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katisha Lewis

Natchez,Mississippi

Summary

Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skilled call center professional versed in customer support protocols for healthcare. Brings extensive high-call volume experience spanning 3 years working with healthcare consumers. Superior computer skills and telephone etiquette.

Overview

2
2
years of professional experience

Work History

Healthcare Customer Service Representative

Conduent
Remote, MS
11.2022 - 08.2024
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Educated clients and families about rights and responsibilities..
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Cross-trained and backed up other customer service managers.
  • Recorded actions taken, issues resolved and information to effectively manage customer accounts.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Assessed caller accounts to determine benefits, identify service needs and resolve issues.
  • Handled over 100 calls per shift assisting customers, retrieving customer data, presenting relevant health information and cancelling services.
  • Assisted customers by listening closely, finding solutions and making recommendations based on extensive product knowledge.
  • Entered customer interaction details in software to track requests, document and record solutions offered.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving swiftly.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Loss Prevention Services
Natchez, LA
02.2022 - Current
  • Upheld discretion in handling sensitive information related to clients'' financial matters throughout t repossession process.
  • Reduced recovery time with diligent research and effective communication between team members.
  • Supported company growth through strong negotiation skills in resolving account delinquencies.
  • Minimized conflict situations by employing de-escalation techniques during confrontations with debtors.
  • Contributed to high rate of successful asset recovery while minimizing damage claims from both clients and debtors alike through careful handling procedures during repossessions.
  • Safeguarded company assets and property by ensuring proper storage and security measures for repossessed vehicles in designated facilities.
  • Boosted team performance through regular training sessions on industry best practices and emerging technologies.

Call Center Representative

Beacon Hill
Remote, MS
11.2022 - 01.2023
  • Managed over 50 customers calls per day while providing exceptional customer support and maintaining professional composure.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Education

Associate of Arts - Business Administration

University of Phoenix
Tempe, AZ
09.2014

Skills

  • Route dispatch
  • Staff education and training
  • Complaint resolution
  • Professional telephone demeanor
  • Account management
  • Medical terminology knowledge
  • Key stakeholder relationship building
  • Service standard compliance
  • Training development aptitude
  • Recordkeeping strengths
  • Multi-line phone talent
  • Advocacy understanding
  • Interactive communication skills
  • Attentiveness
  • Medical insurance

Timeline

Healthcare Customer Service Representative

Conduent
11.2022 - 08.2024

Call Center Representative

Beacon Hill
11.2022 - 01.2023

Customer Service Representative

Loss Prevention Services
02.2022 - Current

Associate of Arts - Business Administration

University of Phoenix

Similar Profiles

CREATE PROFILE
Katisha Lewis