Katrina Cross
Sparta,Tennessee
Summary
I am a committed and dependable professional with more than 20 years of experience in the industry. Consistently, I have been recognized for surpassing expectations, earning me the reputation of an overachiever. With five years dedicated to customer service, I am driven and proficient in handling customer inquiries directly. I have a friendly and approachable personality that helps build positive relationships with customers, colleagues, and management. My extensive background includes expertise in customer service, problem-solving, and effective conflict resolution.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Scheduling Program Coordinator
The Access Program
Cookeville, TN
04.2025 - Current
- Coordinated project timelines and deliverables to ensure alignment among stakeholders.
- Developed and maintained program documentation, improving accessibility for team members.
- Facilitated communication between departments to streamline operational processes.
- Researched best practices to enhance program efficiency and effectiveness.
- The job description was to schedule staff without OT if possible, make sure schedules are updated to real time, I would have on call 3 days a week and work the office. I did all the staff schedules and time off request would get those shifts covered and send them in to be sign and approved. I would log training papers that I provide to new staff. I cover call outs for either day or night. Then, the Program Coordinator title job That job description is me being to visit two personal assistance homes where they live with family. This would intel me doing a monthly house visit. Have staff sign any paper work or monthly supplies they may need. I would work with 2 of these PA homes where I would keep up with when they went to the doctor I had to make sure to get the med reports, I had to scan those in etc. I would do monthly reviews each month on the services they completed etc then I would send it via email people who work for the state and our company. I would make sure all their Yearly Annual medical appointments were completed such as physical vision etc.
Team Lead
Acess2care
Work From Home
03.2024 - 02.2025
- Led team in achieving operational goals through effective workflow management and process optimization.
- Mentored junior staff, fostering skill development and enhancing team performance.
- Implemented new strategies that improved project delivery timelines and client satisfaction.
- Coordinated cross-functional communication to ensure alignment on project objectives and priorities.
Customer Service Representative
Foundever
01.2023 - 03.2023
- Ensure timely responses to member inquiries regarding claims and eligibility.
- Maintain precise documentation of member interactions and issues.
- Manage cold calls and warm transfers proficiently.
- Update fundamental account information and offer technical assistance.
- Assist in tracking transfers and transactions.
- Engage in cross-departmental cooperation to address member issues.
- Remote
Site Coordinator
Pacesetters
Cookeville, TN
03.2015 - 12.2022
- Supervised 20-30 employees and participated in new hire training
- Conducted building inspections to ensure no leaks, hazardous materials, or broken windows
- Managed data entry tasks and documentations
- Knowledgeable in medical terminology
- Accumulated nine years of experience in healthcare
- Certified in CPR, First Aid, and AED
- Proficient in medication administration
Business Banker
Suntrust Now Truist
Cookeville, TN
08.2019 - 12.2020
- Managed up to 65 cold and warm calls
- Aided customers with account-related matters and fund transfers
- Provided customer support for online accounts
- Demonstrated effective de-escalation techniques with disgruntled customers, emphasizing respect and empathy
Education
High School Diploma - undefined
Cookeville High School
Cookeville, Tennessee05.2010
Skills
- Proficient organizational and time-management abilities
- Outstanding communication and interpersonal skills
- Capability to work autonomously and as a team player
- Attentive to detail and adept at managing multiple tasks concurrently
- Prior experience in addressing customer queries
- Familiarity with conflict resolution strategies
- Dependability and punctuality
- Sociable and outgoing demeanor
- Strong computer proficiency
- Efficient in fast-paced work settings
- Ability to adapt to new surroundings
- Familiar with medical terminology and HIPPA policies
- Demonstrated leadership qualities
- Proficient organizational and time-management abilitiesOutstanding communication and interpersonal skillsCapability to work autonomously and as a team playerAttentive to detail and adept at managing multiple tasks concurrentlyPrior experience in addressing customer queriesFamiliarity with conflict resolution strategiesDependability and punctualitySociable and outgoing demeanorStrong computer proficiencyEfficient in fast-paced work settingsAbility to adapt to new surroundingsFamiliar with medical terminology and HIPPA policiesSchedulingProgram CoordinatorDemonstrated leadership qualities
Certification
Driver's License
LANGUAGE
English
Timeline
Scheduling Program Coordinator
The Access Program
04.2025 - Current
Team Lead
Acess2care
03.2024 - 02.2025
Customer Service Representative
Foundever
01.2023 - 03.2023
Business Banker
Suntrust Now Truist
08.2019 - 12.2020
Site Coordinator
Pacesetters
03.2015 - 12.2022
High School Diploma - undefined
Cookeville High School