KATRINA F. PINDER
Riviera Beach,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
08.2023 - Current
- Assisting members with changes to their account, answering phone calls, answering questions for account, assisting with money transfers, disputes and etc
- Assisting with closing out CD accounts
- Assist mediacid and medicare members with enrollment
- Use different portals such as Salesforce when completing members account
- Complete followups with members and send correspondences when requested.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Updated patient files in accordance with company policy and procedure guidelines.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Ensured that proper follow up was completed after each interaction with a customer.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Obtained proper authorization and identification to release confidential medical records.
Transcriptionist
Service professional
01.2012 - Current
- With knowledge of service delivery and proven multitasking abilities
- Committed to maintaining professional relationships to increase profitability and drive business results
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills
- Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty
- Focused customer relations professional skilled in lead generation, customer relationship development
- Accomplished in providing unsurpassed support to demanding customers
- Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge, and exceeding expectations., Transcribed information when made available)
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns
- Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity
- Used headsets and transcribing software to take dictation of medical documents
- Reviewed completed reports for proper formatting, grammar, and sentence structure
- Maintained logs of incoming dictation projects and transcription records.
Claims Representative
Tyme Global
08.2023 - 08.2023
- Inbound calling to customers documenting first notice of loss (FNOL, claims updates, general inquiries, and data entry.
- Resolved customer inquiries regarding claim status, payments, and denials in a timely manner.
- Maintained accurate records of all claim activities in accordance with company procedures and guidelines.
Operations Support Specialist
Tactical Revolutions, LLC
05.2023 - 08.2023
- Assisted in general administrative tasks including, but not limited to, developing, and maintaining relationships through knowledge of questions and referral system
- Completed and received all onboarding materials (when requested) to maintain candidates' overall information
- Maintained accurate up-to-date candidate's record, and data
- Used tracking system to maintain all records
- Using information to develop comprehensive action plans, following instructions and guidance from Team/Director to meet and exceed company expectations.
- Provided technical support for internal and external customers via telephone, email, and live chat.
- Created help documents to assist users with troubleshooting common issues.
- Maintained accurate records of all operational activities in accordance with company policies.
- Collaborated with multiple teams across the organization to ensure smooth delivery of services.
- Assisted in the recruitment and interviewing process by scheduling interviews, coordinating pre-employment testing, and providing administrative support to hiring managers.
- Compiled employee records such as personal information, attendance, benefits, performance reviews, and terminations.
- Organized and maintained personnel records including new hire paperwork and changes to employment status.
- Managed employee onboarding program for new hires ensuring completion of all required documents.
- Coordinated with department heads to ensure compliance with corporate policies and procedures.
- Ensured that employees received proper training on safety regulations and other relevant information necessary for their job duties.
- Developed job postings for open positions using internal databases as well as external career websites and job boards.
- Assisted in the development of company policies regarding wages, working conditions and equal opportunity employment.
- Handled sensitive and confidential employee information with complete discretion.
- Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
Deli Worker
Wholefoods
Palm Beach, FL
08.2022 - 12.2022
- Prepared food for production for the day
- Prepared items with correct labels, dates, times and rotated when needed
- Provided customer service which included questions onsite and over the phone, directions, addressing allergies, delivering orders, etc
- Delivered suggestive upselling, based on customer needs and allergies
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Followed food safety guidelines when preparing sandwiches, salads and other deli items.
- Greeted customers in a friendly manner and provided excellent customer service.
- Organized the storage areas for deli products, ensuring that all items were properly labeled and stored according to health department regulations.
Concierge
TymemediacidAkam Associates
Aventura, FL
09.2019 - 09.2021
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
- Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately.
- Organized packages received by mail or courier on behalf of guests while ensuring they are properly tracked.
- Ensured compliance with safety regulations within the workplace by following established guidelines.
- Monitored inventory levels of supplies required for daily operations including brochures and maps.
Education
High School Diploma -
North Miami Senior High School
North Miami, FL06-2005
Skills
- Paylocity
- Excel
- SAAS experience
- Adobe Systems Adobe Acrobat Google Drive
- ADP Workforce
- Salesforce Training
- Data Entry
- Paperwork Processing
- Information Security
- Appointment Scheduling
- Account Updating
- Data Collection
- Product Knowledge
- Complaint Resolution
- Consultative Sales
- Report Generation
- Complaint Handling
- Conflict Resolution
- Report Transcription
- Escalation Management
- Staff Training
- Customer Service
- Administrative Support
- Order Processing
- Problem-Solving Abilities
- Project Management Abilities
- Travel Planning
Timeline
Customer Service Representative
Teleperformance USA
08.2023 - Current
Claims Representative
Tyme Global
08.2023 - 08.2023
Operations Support Specialist
Tactical Revolutions, LLC
05.2023 - 08.2023
Deli Worker
Wholefoods
08.2022 - 12.2022
Concierge
TymemediacidAkam Associates
09.2019 - 09.2021
Transcriptionist
Service professional
01.2012 - Current
High School Diploma -
North Miami Senior High School
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