KaTrina Pruitt
Omaha,NE
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Member Service Representative
PenFed Credit Union
02.2021 - 06.2023
- Collected deposits or payments and arranged for billing.
- Attracted potential customers by answering product and service questions and suggesting information about other offerings.
- Assisted members in managing online services and achieving daily banking needs.
- Maintained financial accounts by processing customer adjustments.
- Opened customer accounts by recording account information into job-related software.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Reviewed new account applications to verify eligibility of prospective members.
- Identified transaction errors when debits and credits did not balance.
- Performed special services for customers, ordering bank cards and checks.
- Verified amounts and integrity of every check or funds transfer.
Provider Support Representative
United Healthcare Group
10.2019 - 07.2020
- Reviewed claims for accuracy before submitting for billing.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Inputted data into the system, maintaining accuracy of provider coding information and reported services.
- Based payment or denials of medical claims upon well-established criteria for claims processing.
- Sent clinical request and missing information letters to obtain incomplete information.
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
- Reviewed administrative guidelines whenever questions arose during processing of claims.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Examined claims, records and procedures to grant approval of coverage.
Customer Service Representative
Nebraska Furniture Mart
10.2014 - 06.2017
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handling billing inquiries ,reviewing and modifying products to maintain a “ do it once” process
- Answered customer questions regarding products and resolved issues with order accuracy and quality.
- Communicated effectively with dispatch regarding delivery progress and route detours.
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
- Verified deliveries against shipping instructions prior to delivering to customers.
- Sending copies of order history , monthly billing statements, payment receipts and finance contracts via email,fax ,US postal
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Processed and sent invoices, adjustments and credit memos to customers.
- Maintained database by entering new and updated customer and account information.
Education
Benson High School
2012
Skills
- Service Recommendations
- Administrative and Office Support
- Bank Secrecy Act
- Phone Inquiries
- Corrective Actions
- Issue and Complaint Resolution
- Call Volume and Quality Metrics
Timeline
Member Service Representative
PenFed Credit Union
02.2021 - 06.2023
Provider Support Representative
United Healthcare Group
10.2019 - 07.2020
Customer Service Representative
Nebraska Furniture Mart
10.2014 - 06.2017
Benson High School
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