Katrina Haynes
Orangeburg,SC
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.
Overview
8
8
years of professional experience
Work History
Remote Healthcare Customer Service Representative
Prisma Health Richland-fulltime 40hrs/wk$38,480yrl
10.2022 - Current
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
Wfh Customer Service Representative
Continuum-remote-part time 25hrs/wk$31,200yrly
12.2021 - 10.2022
- Assisted an average of 100 customers per day via email, Loom, and live video (Zoom) resulting in 90% satisfaction rate.
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.
- Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement.
Remote Patient Service Representative
Regional Medical Center-full time $33,280yrly
07.2018 - 12.2021
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Balanced deposits and credit card payments each day.
Optometrist Technician
Administrative Assistant-full time $33,280 yearly
04.2016 - 05.2018
- Instructed patients on contact lens insertion and removal and lens care guidelines.
- Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
- Collaborated with optometry staff to reach individual and team goals.
Education
Associate of Arts - Business Administration And Management
University of Phoenix
Tempe, AZ07-2024
Medical Billing and Coding Diploma
Remington College
Columbia, SCSkills
- Dependable
- Adaptable
- Motivated
- Team player goal oriented
- Great communication skills
- Organizer
Timeline
Remote Healthcare Customer Service Representative
Prisma Health Richland-fulltime 40hrs/wk$38,480yrl
10.2022 - Current
Wfh Customer Service Representative
Continuum-remote-part time 25hrs/wk$31,200yrly
12.2021 - 10.2022
Remote Patient Service Representative
Regional Medical Center-full time $33,280yrly
07.2018 - 12.2021
Optometrist Technician
Administrative Assistant-full time $33,280 yearly
04.2016 - 05.2018
Associate of Arts - Business Administration And Management
University of Phoenix
Medical Billing and Coding Diploma
Remington College
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