KEVIN BARKLEY

Answers telephone calls using an automated system and responds to basic to moderately complex member questions and/or forwards calls to appropriate personnel.

Research member calls/inquiries and responds to appropriate parties in accordance with service level agreements (SLAs).

Records calls in a customer relationship management (CRM) ticketing solution, resolves written member requests/inquiries and updates member history with results of inquiry to include proper documentation.

Interfaces with team personnel, management, and customers in reference to customer service issues.

Conducts outbound calls to members in response to voicemail inquiries, customer direction or other business needs.

• Direct inbound and outbound logistics operations, such as transportation or warehouse activities, safety performance, or logistics quality management
• Develop plans or set goals associated with storage or transport activities
• Direct distribution center operation to ensure achievement of cost, productivity, accuracy, or timeliness objectives.
• Managed 80+ associated, assets, maintaining contractual, compliance, safety and reporting requirements for all areas and assets
• Exceeded inbound and outbound forecasts figures by 20% regularly through superior prior planning and doing on the spot forecasting.

• Enter data, such as demographic characteristics, history and extent of disease, diagnostic procedures, or treatment into computer
• Process and prepare business or government forms
• Post medical insurance billings
• Review records for completeness, accuracy, and compliance with regulations.
• Verified accuracy of accounts payable payments, resulting in 80% reduction in payment errors and check reissues
• Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers
• Generated reports and analyzed trends to maximize reimbursement and reduce claim denials
• Responded to customer concerns and questions on daily basis

• Establish standards for personnel performance and customer service
• Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance in dining and lodging facilities
• Review work procedures and operational problems to determine ways to improve service, performance, or safety.
• Developed and implemented strategies to increase sales and profitability
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Reduced operational risks while organizing data to forecast performance trends
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Utilized customer service software to manage interactions and track customer satisfaction.