KATYRA WHITE-JORDAN
Des Moines,IA
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Marsh & McLennan Companies, Inc.
09.2021 - Current
- Evaluated risks, reviewed loss experience, cash flow, and financials, and developed solutions for clients
- Assisted in retention and new business generation by managing contract reviews and midterm changes
- Cultivated strong relationships with clients, prospects, client teams, and producers to provide top-notch service and drive growth
- Acted as the primary client contact, addressing day-to-day needs and inquiries to enhance the client experience
- Stayed current with market conditions and adhered to compliance and transparency standards to better serve clients
- Managed and documented all activities in the workflow system for timely follow-ups and policy delivery.
Referral Clerk
Unity Point Health
07.2020 - 08.2021
- Developed a referral clerk model, reducing a two-hundred patient referral backlog by 75% in eight weeks
- Cut patient intake-to-referral wait times by 35% and coordinated with multiple departments
- Scheduled appointments and maintained calendars for ten physicians
- Provided individualized referral intakes and referrals, ensuring timely processing
- Collaborated with the Clinical Administrator to implement new processes and procedures
- Balanced backlog while handling priority and current patient referrals
- Managed patient referrals within Central Iowa, University of Iowa Hospitals and Clinics, and other healthcare facilities.
Customer Service Representative
TBD Communications
09.2019 - 07.2020
- Delivered high-quality customer service through CRM software in multiple departments
- Provided accurate information regarding paperwork status and promptly reported challenges or customer concerns
- Supported payment processing inquiries, reports, and communication.
Iowa Coalition Against Domestic Violence
06.2018 - 08.2019
- Conducted financial literacy courses for 38+ individuals, resulting in an 80% knowledge increase
- Provided direct service via telephone and technology to clients
- Developed a program in collaboration with DMACC to assist college mothers in balancing school and motherhood.
Call Center Representative
Intoxalock
04.2017 - 11.2017
- Offered high-quality customer service through CRM software
- Communicated with customers to provide information about accounts and identify details for appropriate referrals to law enforcement.
Referral Clerk
Unity Point Health
06.2015 - 11.2016
- Developed a referral clerk model, reducing a two-hundred patient referral backlog by 75% in eight weeks
- Cut patient intake-to-referral wait times by 35% and coordinated with multiple departments
- Scheduled appointments and maintained calendars for ten physicians
- Provided individualized referral intakes and referrals, ensuring timely processing
- Collaborated with the Clinical Administrator to implement new processes and procedures
- Balanced backlog while handling priority and current patient referrals
- Managed patient referrals within Central Iowa, University of Iowa Hospitals and Clinics, and other healthcare facilities.
Education
Associates of Arts in Criminal Justice -
Des Moines Area Community College
05.2018
Associates of Arts in Liberal Arts -
Des Moines Area Community College
05.2018
Skills
- Customer Service
- Communication
- Relationship Building
- Problem Solving
- Organizational Skills
- Adaptability
- Data Management
- Collaboration
- Call Metrics
- Order and Refund Processing
- Professional telephone demeanor
- Key holder experience
Certification
Property & Casualty
Timeline
Senior Customer Service Representative
Marsh & McLennan Companies, Inc.
09.2021 - Current
Referral Clerk
Unity Point Health
07.2020 - 08.2021
Customer Service Representative
TBD Communications
09.2019 - 07.2020
Iowa Coalition Against Domestic Violence
06.2018 - 08.2019
Call Center Representative
Intoxalock
04.2017 - 11.2017
Referral Clerk
Unity Point Health
06.2015 - 11.2016
Associates of Arts in Criminal Justice -
Des Moines Area Community College
Associates of Arts in Liberal Arts -
Des Moines Area Community College
Property & Casualty
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