KATRINA BYERS
Reynoldsburg
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
14
14
years of professional experience
Work History
CUSTOMER SERVICE NAVIGATOR
UnitedHealthcare
02.2023 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times
- Increased first-call resolution rates by carefully listening to customers' needs and providing accurate information based on their inquiries
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success
- Investigated and resolved customer inquiries and complaints quickly
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations
CUSTOMER SERVICE ADVOCATE
UnitedHealthcare
09.2020 - 02.2023
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail
- Maintained a positive work environment, fostering team collaboration and continuous improvement
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions
STATE CERTIFIED INDEPENDENT PROVIDER
Self-Employed
12.2010 - 09.2019
- Developed strong rapport with clients and their families, fostering trust and open communication
- Actively participated in ongoing professional development opportunities in order to stay current on best practices within the industry
- Facilitated transportation for clients to medical appointments or social engagements, ensuring punctuality and reliability
- Demonstrated adaptability by providing care for diverse clientele with varying medical conditions and functional abilities
- Optimized resources available within the community for additional services that would benefit the client's overall wellbeing
- Supported clients in achieving personal goals by offering guidance, motivation, and encouragement throughout the process
- Managed schedules efficiently to ensure timely arrival at all appointments and obligations related to client care duties
Education
Associates Degree - Computer Management with Accounting
MTI Business College
Cleveland, OHSkills
- HIPAA compliance
- Call center experience
- Data entry proficiency
- Policy adherence
- Appointment scheduling
- Patient payment processing
- Patient confidentiality
- Customer service
- Follow-up skills
- Empathy and patience
- Healthcare industry
- Strong interpersonal skills
Timeline
CUSTOMER SERVICE NAVIGATOR
UnitedHealthcare
02.2023 - Current
CUSTOMER SERVICE ADVOCATE
UnitedHealthcare
09.2020 - 02.2023
STATE CERTIFIED INDEPENDENT PROVIDER
Self-Employed
12.2010 - 09.2019
Associates Degree - Computer Management with Accounting
MTI Business College
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