Kelly Hickman
Cleburne,TX
Summary
Customer Service Representative Innovative, metrics-driven professional with 20 years of high-level customer service experience. Dynamic problem solver with proven organizational, analytical, and follow-through capabilities. Consistent with cultivating client and customer relationships by providing superior and positive interactions with customers. Proven ability to provide excellent customer service in busy environments. Ability to adapt to customers' needs and match them with the right solutions.
Overview
14
14
years of professional experience
Work History
Member Services Representative
Navy Federal Credit Union
12.2022 - Current
- Analyze, research and resolve problems and discrepancies related to member accounts/loans
- Assist members with submitting consumer/mortgage/equity loan, overdraft protection and credit card applications
- Counsel current and prospective members about Navy Federal's products and services
- Ensure cash and other negotiable instruments are handled properly
- Identify opportunities to cross service products and increase product penetration
- Perform platform banking functions
- Assist level I team members
- Understand and comply with federal and other regulations relating to financial products and services
- Assist with processing of members loans and applying payments
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Claims Service Representative
Geico
01.2015 - 08.2022
- Interviewed policyholders to verify information and obtain additional details
- Examined reports, accounts and evidence to determine integrity and accuracy of information
- Oversaw claim recoveries, subrogation and salvage
- Followed up with customers on unresolved issues
- Evaluated and analyzed accuracy and quality of data entered into agency management system in a call center environment and remotely since March of 2020
- Collected and analyzed data to make appropriate liability decisions
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Maintained accurate and up-to-date records of claim information for future reference.
Patient Office Representative
Baylor Family Medical Center
01.2012 - 01.2014
- Helped address client complaints through timely corrective actions and appropriate referrals
- Recommended service improvements to minimize recurring patient issues and complaints
- Worked with patients to ascertain issues and make referrals to appropriate specialists
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Collected patient insurance and demographic information to provide outstanding customer service and review for financial assistance qualifications
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
Patient Admitting Representative
Children’s Medical Center of Dallas
01.2010 - 01.2012
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance in addition to collecting payments
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures
- EDUCATION Kept current with literature and field advancements to advocate to and for patients
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
Education
Business Management
Navarro College
Corsicana, TXDiploma - undefined
Waxahachie High School
2003
Skills
- Team Collaboration
- Account Management
- Administrative Support
- Quality Control
- Complex Problem-Solving Customer Support
- Process Improvement
- Prioritization & Organization
- Assessment Referrals
- Written Communication
- Excellent Communication
- Active Listening
Timeline
Member Services Representative
Navy Federal Credit Union
12.2022 - Current
Claims Service Representative
Geico
01.2015 - 08.2022
Patient Office Representative
Baylor Family Medical Center
01.2012 - 01.2014
Patient Admitting Representative
Children’s Medical Center of Dallas
01.2010 - 01.2012
Business Management
Navarro College
Diploma - undefined
Waxahachie High School
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