Katrina Murphy
Fishers,IN
Summary
Compassionate customer service professional with experience in client support. Known for strong empathy and patience, delivering first contact resolutions while effectively utilizing CRM systems. Eager to enhance customer satisfaction and streamline service processes.
Committed to meeting company needs. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
3
3
years of professional experience
Work History
Customer Care Advocate (Remote)
Apex Systems
Fishers, IN
12.2025 - Current
- Committed to achieving resolution on first contact by diligently following through on every task.
- Support clients and employees by resolving inquiries via inbound phone calls, live chats, and emails.
- Ensure effective communication while maintaining a customer-focused approach throughout interactions.
- Demonstrate a genuine passion for helping people, enhancing overall customer experience.
Medicaid Customer Service Advocate (Remote)
Vision Financial Services
Fishers, Indiana
03.2025 - 05.2025
- Resolved customer inquiries and processed service requests, enhancing overall assistance experience.
- Executed auto-outbound calls to notify recipients of annual redetermination requirements post-Covid mandate.
- Facilitated customer self-sufficiency through effective promotion of web-based and mobile tools.
- Managed customer account changes using proprietary software, ensuring accuracy and timeliness.
- Maintained accurate records by documenting customer interactions in CRM system.
CSR-Government Operations (Remote)
United Healthcare
Noblesville, Indiana
09.2023 - 03.2025
- Acted as the primary support contact for D-SNP Plan members, enhancing communication and understanding.
- Instructed members on healthcare plan specifics to boost overall well-being.
- Distinguished between dual and single plans, enhancing member comprehension.
- Coordinated access to community resources, such as clothing drives and utility aid, to support member needs.
- Achieved promotion to Navigator, offering personalized assistance to children and families.
- Handled health-related and personal matters, fostering strong relationships with members for ongoing support.
Event Services Assistant (Seasonal)
Live Nation-Ruoff Music Center
Noblesville, Indiana
04.2023 - 09.2023
- Delivered customer service assistance to enhance guest experience before, during, and after events.
- Guided guests in determining seat locations and escorted them to assigned seating for optimal event enjoyment.
- Supported registration processes and guest check-ins at events.
- Organized and arranged materials and supplies for event activities to support seamless operations.
Medicaid Eligibility Specialist
Department of Social Services
Noblesville, Indiana
08.2022 - 02.2023
- Reviewed applications for eligibility, determining applicant compliance with benefit criteria to facilitate access to necessary support.
- Assisted clients in completing applications and clarifying requirements to enhance understanding and streamline the application process.
- Educated clients on available resources and support options.
- Maintained comprehensive knowledge of program regulations, policies, and procedures to ensure accurate and effective client guidance.
- Maintained updated records in the client management system.
Education
Associate of Science - Medical Assisting
Brown Mackie College
Michigan City, IN05-2009
Some College (No Degree) - Certificate For PhT
Ivy Tech Community College of Indiana
Indianapolis, INSkills
- Customer relationship management
- CRM documentation
- Healthcare communication
- Service request processing
- Medicaid regulations
- Live chat support
- Customer data confidentiality
- CRM software proficiency
- Call handling
- Verbal and written communication
- Customer service excellence
- Appointment scheduling
- Inbound customer service support
- Empathy and patience in interactions
- First call resolution strategies
- Email communication skills
- Data entry expertise
- Live chat messaging proficiency
- Microsoft Office applications expertise
- Typing proficiency
Timeline
Customer Care Advocate (Remote)
Apex Systems
12.2025 - Current
Medicaid Customer Service Advocate (Remote)
Vision Financial Services
03.2025 - 05.2025
CSR-Government Operations (Remote)
United Healthcare
09.2023 - 03.2025
Event Services Assistant (Seasonal)
Live Nation-Ruoff Music Center
04.2023 - 09.2023
Medicaid Eligibility Specialist
Department of Social Services
08.2022 - 02.2023
Associate of Science - Medical Assisting
Brown Mackie College
Some College (No Degree) - Certificate For PhT
Ivy Tech Community College of Indiana