Kelsey Cole
Saint Louis,MO
Summary
Experienced customer service representative with over 10 years of success in delivering top-notch service. Skilled in conflict resolution and problem-solving, resulting in a 95% customer satisfaction rate. Thrives in high-pressure environments, excels at multitasking, and maintains high levels of accuracy and attention to detail.
Overview
12
12
years of professional experience
Work History
Customer Service Advocate
United Healthcare Group
10.2021 - 04.2025
- Handle inbound and outbound calls in a fast-paced, goal-oriented customer service environment.
- Answer incoming customer calls regarding billing issues, product difficulties, service questions and general client concerns.
- Submit grievances and appeals per member request and/or based on circumstances.
Patient Experience Representative
City Of Hope
11.2019 - 10.2021
- Maintained strong knowledge of clinic policies and procedures, ensuring consistent application throughout daily tasks and interactions with patients.
- Improved patient education materials by collaborating with healthcare providers to develop clear and informative resources on various medical conditions and treatments.
- Assisted healthcare providers with administrative tasks such as obtaining prior authorizations or scheduling follow-up appointments.
- Actively participated in staff meetings, contributing ideas for improving overall patient experience at the facility.
- Maintained patient confidentiality by adhering to HIPAA regulations and securely handling sensitive information.
Telemarketing / Data Entry
Zu, USA
05.2017 - 10.2019
- Outbound calls for a student recruitment agency serving the needs of higher education.
- Maintained a high-volume workload in a fast-paced environment.
- Assisted 300+ clients in a given week and consistently met performance standards in all areas (speed, accuracy, and volume).
- Entered data into a software system to update information for qualifying potential students.
Customer Service / Collections
Radius Global Solutions LLC
08.2013 - 05.2017
- Provided debt collection services to multiple vendors using high-quality, advanced technologies such as SpeedPay.
- Accepted and used credit/debit cards and ACH to make payments for all delinquent debts to remedy and pay them in full over the telephone.
- Advised consumers on necessary actions and strategies for debt repayment based on their financial situations and organizational guidelines.
- Knowledgeable about mortgage financing and housing rates.
Education
Bachelor Of Business - Business
Saint Louis University (SLU)
Saint Louis , Mo 05.2018
Highschool - General Studies
Central Highschool
05.2013
Skills
- Call center experience
- Data entry
- Administrative support
- Data collection
- Complaint resolution
- Complaint handling
- Account management
- Live chat support
- Multi-line phone talent
Timeline
Customer Service Advocate
United Healthcare Group
10.2021 - 04.2025
Patient Experience Representative
City Of Hope
11.2019 - 10.2021
Telemarketing / Data Entry
Zu, USA
05.2017 - 10.2019
Customer Service / Collections
Radius Global Solutions LLC
08.2013 - 05.2017
Highschool - General Studies
Central Highschool
Bachelor Of Business - Business
Saint Louis University (SLU)
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