Kelli Marvin
Spokane,WA
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
10
10
years of professional experience
Work History
Customer Service Coordinator
Autonation Chevrolet Spokane Valley
Spokane Valley, WA
09.2024 - Current
- Maximized revenue by proactively building and managing key customer relationships.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Worked with sales teams to understand processes and enhance after-sales support.
Customer Service Representative
Acranet
Spokane, WA
03.2023 - 09.2024
- Promoted available products and services to customers during service, account management and completing 90 to 125 calls and services per day.
- Responsible for gathering, researching and verifying applicants, conduct in-depth background screening on individuals and organizations to deliver to businesses, employers and landlords accurate and timely reports.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions,
Customer Service Representative
Washington Trust Bank
Spokane, WA
05.2022 - 10.2022
- Promoted available products and services to customers during service, account management and order calls.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated to Process transactions, stop payments and deposits. Refund fees appropriately and within authorized limits. Verify caller identity according to procedure. Maintain broad knowledge of Operations department functions and specific knowledge of Deposit Support and Research functions. One call resolution.
Customer Service Representative
US Bank Service Center
Coeur D'Alene, Idaho
08.2018 - 05.2022
- Promoted available products and services to customers during service, account management and order calls.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated with fraud team to effectively resolve claims. Outstanding results with escalated calls.
Prior Authorization Representative
Express Scripts
Liberty Lake, Washington
12.2014 - 12.2018
- Collaborated with internal departments to provide account status updates.
- Reviewed prior authorization requests for completeness and accuracy.
- Maintained files for referral and insurance information, entering referrals into system.
- Gathered data to formulate appropriate replies for information requests.
- Composed letters and electronic correspondence for professionals and management team.
- Evaluated patient eligibility and benefits for requested procedures and medications.
- Provided accurate information to all parties, including patients, insurance providers, healthcare staff and office personnel by using effective written and verbal communication skills.
Education
High School Diploma -
Spokane Valley Alternative High School
Spokane Valley, WA05-1983
Skills
- Customer service excellence
- Active listening and effective communications
- Product knowledge
- Adaptability
- Time management
- Computer skills
Timeline
Customer Service Coordinator
Autonation Chevrolet Spokane Valley
09.2024 - Current
Customer Service Representative
Acranet
03.2023 - 09.2024
Customer Service Representative
Washington Trust Bank
05.2022 - 10.2022
Customer Service Representative
US Bank Service Center
08.2018 - 05.2022
Prior Authorization Representative
Express Scripts
12.2014 - 12.2018
High School Diploma -
Spokane Valley Alternative High School