Katrina Peppers
Florissant
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative with 5+ years of experience claiming process medical insurances and reviewing customer accounts. Goal-oriented professional recognized by peers for my effective communication and multitasking skills. Demonstrates strong critical thinking and administrative support skills, ensuring customer satisfaction and retention. Aims to leverage expertise in quality control and document management to drive exceptional service and innovative solutions. Looking to apply my experience with Microsoft Word and Staff Training.
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
10
10
years of professional experience
Work History
HPA
WellCare
03.2023 - 11.2025
- Provides detailed analysis that identifies and promotes the value of the existing plan, discuss options, provides alternative plan options when appropriate and makes recommendations.
- Provide customers with counseling and recommendations for plan changes.
- Responsible for working with members during rate increases or any other time a member is a risk of leaving.
- Associate will work with cancellation requests to prevent member attrition.
- Partner with the Underwriting team to provide alternate plan options to facilitate enrollment when the selected plan is not available, due to rate ups, etc.
- Follow up on retention leads through outbound communications via phone or in writing.
- Process insurance claims.
- Interpret customer policies and coverages.
- Negotiate settlements.
- Authorize payments.
- Maintain customer records.
- Inbound Calls.
- Outbound Calls.
- High Call volume 100+.
Fax/Mail Customer Service Rep
Change Healthcare
09.2021 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Outbound/Inbound calls to medical offices/facilities requesting specific medical records.
- Validation of demographic data for the medical provider's location.
- Scheduling of chart retrieval via electronic medical record options, requesting the office to fax or mail in requested chart copies.
- High volume calls
Shipping and Receiving Coordinator
Traid
St Louis
04.2019 - 07.2021
- Prepared orders for shipment, posting weights and shipping charges onto packaging, marking materials with identifying information and updating logs of shipments outgoing and incoming.
- Unpacked, examined and routed incoming shipments, rejected damaged items and recorded shortages.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Transported materials and items from receiving or production areas to storage or to other designated areas using conveyors, dollies and other motorized or manual transportation equipment.
- Arranged for pick-up by carriers specified on customer purchase orders determined at final inspection through review of shipping instructions.
- Communicated with vendor representatives to resolve damaged shipments and item shortages.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Reviewed paperwork to determine priorities and set schedules.
Customer Service Representative
Convergys
St Louis
02.2017 - 04.2019
- Handle customer service interactions such as account service, billing inquiries, and technical support.
- Interface with customers via inbound calls who have questions or concerns.
- Achieve specific support and resolution on every call.
- Maintain board knowledge of client products and/or services.
- Inbound High call volume 100 plus calls daily.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service.
Store Manager
Dollar General
St Louis
06.2015 - 03.2017
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Approved regular payroll submissions for employees.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Uphold and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
Education
High School Diploma -
Ritenour Sr. High School
St Louis, MOSkills
- Quality Control
- Stock Management
- Calm Under Pressure
- PowerPoint
- Customer Service
- Word
- Critical Thinking
- Merchandise Orders
- Administrative Support
- Document Control
- Typing
- Retail
- Materials Management
- Data Entry
- Call Center
- Excel
- High-volume call handling
- Team leadership
- Communication
Personal Information
Title: Customer Service Representative
Timeline
HPA
WellCare
03.2023 - 11.2025
Fax/Mail Customer Service Rep
Change Healthcare
09.2021 - 02.2023
Shipping and Receiving Coordinator
Traid
04.2019 - 07.2021
Customer Service Representative
Convergys
02.2017 - 04.2019
Store Manager
Dollar General
06.2015 - 03.2017
High School Diploma -
Ritenour Sr. High School