Kathleen Holmes
Hiram,OH
Summary
Experienced customer service representative with 8 years of diverse background in roles including customer service, benefits coordination, and data entry. Seeking new opportunities following the closure of previous workplace. Proficient in Microsoft Office Suite, Google Suite, and CRM software. Strong communication and analytical skills with a proven track record in conflict management, customer support, and problem resolution.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Supervisor
Universal Screen Arts, Inc.
03.2024 - 09.2024
- Managed a team of 5-10 individuals, as well as managing other teams when fellow supervisors were out. Tasks included monitoring progress, managing time sheets and payroll, overtime, PTO, and tardy points.
- Trained new employees in job tasks, monitored and reported on progress, and provided continuous training to build skills over time.
- If a team member's work productivity or behavior is unsatisfactory, work with the employee and retrain or discipline if necessary.
- Produced training materials and helped the company work towards a unified and efficient job process.
- Took customer escalations, de-escalating the call and working towards a satisfactory conclusion that remains in company policy.
- Checked and processed credit card charge backs, charges, and other issues with billing customers.
- Assisted team with workload, taking 30-40 calls a day to assist customers with various needs such as order adjustments, cancellations, and various data entry needs.
Benefits Coordinator & Document Processing
CSI/ OPTION CARE
04.2023 - 10.2023
- Receive all incoming physical mail to the company and properly open, sort, scan, file, and dispose of 60-80 various documents as needed.
- Route scanned mail to all departments or process if needed.
- Follow company procedure to ensure the secure shredding and disposal of any and all sensitive information.
- Process new patient information and intake, ensuring all data entered is accurate and the requested services are submitted to the appropriate insurance agency, handling 30-40 profiles per day.
- Answer 10-20 phone calls from patients and agencies and provide requested information in a friendly and professional manner.
- Route calls to correct department as needed.
- Process and answer emails from agencies and incoming digital faxes, process any required information on them or route as needed.
- Process the benefits of the patients once intake as completed, ensuring that the agency receives all the approval documentation that is required and that the information we received was accurate.
Operations Admin
BULTEN
09.2022 - 03.2023
- Reported directly to the Director of Operations and assists in the creation and maintaining of company documentation.
- Presented feedback to the Director of Operations from departments across the company.
- Use SAP SE to invoice shipments, assess costs, and set dates for shipments coming and going.
- Supported the company via performing multi-department clerical roles such as contacting customers via email and phone and assisting the departments in their processes when they need assistance.
- Adapted to multiple programs per department that needs assistance, provides expert data entry skills and customer service skills to departments as needed.
- Assisted coworkers with technological issues such as installing new programs, unlocking computers, and troubleshooting problems
Collections Specialist
MEDIANEWS GROUP
05.2022 - 06.2022
- Perform 50-75 calls to customers with overdue invoices a day and follows up via email to customers who request it
- Guides customers to the correct department for inquiries or to pay their bills
- Ensure information in the company's system is up to date and accurate and performs accurate data entry and note taking on all calls and emails
- Works efficiently entirely remote, training remotely and communicating with coworkers and superiors through Microsoft Teams and Outlook
- Researched accounts and completed due diligence to resolve collection problems.
- Responded to customer inquiries and provided detailed account information.
Loss Draft Specialist
PROCTOR LOAN PROTECTOR
08.2021 - 11.2021
- Received documentation on reverse mortgages through proprietary portal, confirmed if documentation was sufficient for funding repairs.
- Reached out to insurance companies, insurance agents, and customers in regards to payment of insurance funds on reverse mortgage during a loss, handling 20-40 calls and emails a day.
- If insurance was lapsed or missing payment, contacted customer about requirement for payment to ensure timely fund release.
- Processing, holding, and releasing funds to customers as needed per company policy to prevent fraud.
- Contacted customer to inform of loss draft process and explain how we protect from bad contractors for their safety as well as the company's assets.
- Trained on federal regulations as were relevant to the position.
Medical Records
OHIO MEDICAL ALLIANCE
03.2021 - 05.2021
- Send and receive faxes, requesting medical record and reviewing them for qualifying conditions
- Receive 20+ calls a day from inbound patients requesting information about what was required for their medical records
- Notate all handling of patients within internal systems
- Verify that information provided back to us from doctors about qualifying conditions and related information is accurate and up to regulations
- Send regular emails to both patients and internal departments to coordinate the reception of medical records and recommendations
- Abide by HIPPA regulations and laws to protect patient private information and working with the state to confirm disability statuses
- Assess and report potential fraud or other suspicious activity when appropriate
Data Entry Specialist
WASTEBITS
02.2020 - 11.2020
- Input data from hazardous waste manifests into the company produced platform which submits the manifests digitally to the EPA
- Submit 90+ manifests daily while ensuring all information inputted is accurate to what was written or typed by the client
- Ensure that all data submitted is per EPA specifications, otherwise reconcile the manifest with the customer to obtain correct or missing data
- Work from home while still maintaining full productivity, accuracy, and contact with supervisors and co- workers
- Ensure all manifests submitted to us are completed within the service level agreement time frame
Outbound Sales Representative
LIFE LINE SCREENING
09.2019 - 01.2020
- Performed 30-50 outbound calls per day to previous customers of Life Line Screening who are due for additional blood work or to be re-screened for their vascular work.
- Educate the customer on additional services and packages that are medically appropriate for their risk factors.
- Answer all questions in a friendly and professional manner and educate the customer on what each test is for and how it is performed.
- Followed HIPAA regulations to ensure customer privacy.
- Took inbound calls when needed.
- Ensure all customer data is up-to-date.
Customer Solutions Specialist
HOMESITE INSURANCE
07.2018 - 07.2019
- Provided exemplary customer service to customers and mortgagees over the phone and through email, managing on average 30-50 inbound calls per day.
- Answered questions and resolved customer and mortgagee issues and effectively and professionally.
- Learned required software in order to process billing requests and policy changes.
- Processed underwriting photos and reviewed necessary requirements for policy holders.
- Participated in the department news letter by writing articles and interviewing fellow co- workers.
- Assisted in event management within the department.
Education
High school diploma -
JOHN JAY HIGH SCHOOL
Cross River, NY06.2012
Skills
- Data entry
- Documentation review
- Problem management
- Supervisor Experience
- Conflict management
- Communication skills
- Microsoft Office Suite
- Customer Service
- HIPAA
- Written and Verbal Communication
- Organizational skills
- Computer literacy
- Logic and Critical Thinking
- Microsoft Outlook
- Office etiquette
- Negotiation
Certification
Driver's License
Timeline
Supervisor
Universal Screen Arts, Inc.
03.2024 - 09.2024
Benefits Coordinator & Document Processing
CSI/ OPTION CARE
04.2023 - 10.2023
Operations Admin
BULTEN
09.2022 - 03.2023
Collections Specialist
MEDIANEWS GROUP
05.2022 - 06.2022
Loss Draft Specialist
PROCTOR LOAN PROTECTOR
08.2021 - 11.2021
Medical Records
OHIO MEDICAL ALLIANCE
03.2021 - 05.2021
Data Entry Specialist
WASTEBITS
02.2020 - 11.2020
Outbound Sales Representative
LIFE LINE SCREENING
09.2019 - 01.2020
Customer Solutions Specialist
HOMESITE INSURANCE
07.2018 - 07.2019
High school diploma -
JOHN JAY HIGH SCHOOL
Similar Profiles
Marie SobeyMarie Sobey
Order Puller/problem Solver/trainer at Universal Screen ArtsOrder Puller/problem Solver/trainer at Universal Screen Arts
Jerome ChalkJerome Chalk
Photographer at Universal Screen ArtsPhotographer at Universal Screen Arts
Christopher HullChristopher Hull
Manager Business Analytics at Universal Screen Arts, IncManager Business Analytics at Universal Screen Arts, Inc