Summary
Overview
Work History
Education
Skills
Timeline
Generic

KIANA BUTLER

Huntsville

Summary

Experienced Senior Level Resolution Coordinator with a strong background in efficiently resolving complex customer issues and ensuring high satisfaction rates. Adept at identifying root causes and implementing effective solutions, consistently delivering positive outcomes. Skilled in conflict resolution and effective communication, fostering productive relationships and achieving successful resolutions.

Overview

12
12
years of professional experience

Work History

Senior Resolution Coordinator

Walmart
11.2024 - Current


  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service
  • Achieved high levels of client satisfaction through empathetic listening skills and effective communication
  • Adhered to company policies and scripts to achieve call-time and quality standards
  • Assisted customers in navigating company website and placing online orders, improving user experience
  • Responded to customer requests for online products, services, and information
  • Increased customer satisfaction by efficiently processing refund requests and resolving disputes
  • Maintained accurate records of all refunds processed, ensuring proper documentation
  • Received and processed fraudulent activity claims
  • Analyzed transaction data to identify potential fraudulent activities
  • Demonstrated efficient multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients


Administrative Assistant IV - Claims Analyst

Texas Department of Criminal Justice
10.2021 - 05.2023
  • Provides consumer support through phone, email, chat, and written correspondence, to those who have questions, concerns, or confusion
  • Responds to inquiries regarding claim and grievance status
  • Enters all client issues into multiple agency database accurately and efficiently
  • Provides written and detailed response explaining the outcome of claim investigation
  • Deescalates issues through avid research of agency policy
  • Initiates outbound calls to other departments and outside agencies to resolve client issues
  • Navigates through multiple systems and computer programs to analyze and document client information
  • Recommends solutions to client complaints through research and critical thinking
  • Documents all client interactions and steps taken to resolve the issue

Administrative Assistant II- Health Services

Texas Department of Criminal Justice
02.2018 - 10.2021
  • Frequently used Microsoft Excel, Word, and Office Suites to formulate spreadsheets, graphs, charts, and tables from patient data
  • Managed and updates department information into multiple agency systems to include: Intrak, Pearl, Epic, Mainframe and UTMB database
  • Effectively maneuvered through multiple software systems to solve caller issues and retrieve information, documenting all efforts
  • Maintained Family Crisis Hotline by responding to high volume caller requests for information on assigned shift
  • Responded to caller requests for products, services, and company information
  • Managed department Microsoft email account and distributed emails to appropriate staff
  • Maintained department phone line, routing calls to appropriate staff
  • Managed department Calendar updating meetings, events, and off days
  • Prepared and proofs correspondence, reports, purchase orders, and other related forms
  • Assisted with troubleshooting software issues and reported to IT staff

Administrative Assistant - Data Entry

Texas Department of Criminal Justice
07.2016 - 02.2018
  • Compiled data and reviewed information for accuracy prior to input
  • Entered legal information into agency database for five counties at a given time, maintaining a %95 accuracy rate
  • Entered numerical data such as: penal code, court, county, DPS demographics, and length of sentence into agency databases with speed and accuracy using 10key pad
  • Coordinated with county jail, district courts, and Department of Public Safety to obtain official documents needed for data entry
  • Kept optimal quality levels to prevent critical errors and lawsuits and to support team performance targets
  • Scanned legal documents and saved in database to keep records of essential organizational information
  • Managed legal documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports

Patient Coordinator

Bryan Orthodontics
05.2016 - 07.2016
  • Scheduled, rescheduled, and cancelled appointments for dental patients
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls
  • Checked patients in and out and collected payments
  • Assist patients on inquiries regarding determination of payments and claims related to dental procedures and policies
  • Adhered to strict HIPAA guidelines to protect patient privacy
  • Answered telephone calls to offer office information, answer questions and direct calls to staff
  • Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally
  • Increased efficiency of the front office operations through effective multitasking, attention to detail, and organization skills

Office Assistant

Grant's Tax Service
05.2013 - 01.2016
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Maintained open communication with customers to foster positive relations and provide updates on issues
  • Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
  • Acted as first point of contact and set appointments for prospective clients
  • Managed phone line and routed calls to appropriate staff
  • Scheduled consultations for over 85 potential customers each tax season
  • Assisted with company event coordination
  • Provided ease of access and navigation for important data by compiling, organizing, and uploading documents to internal database
  • Maintained complete records of client tax returns and supporting documentation in secured areas
  • Developed correspondence letters, memos, and emails

Education

Bachelor of Science - Health Administration

University of Phoenix
11.2019

Bachelor of Science - Health Administration

Sam Houston State University
05.2018

Skills

  • CONFLICT RESOLUTION
  • CUSTOMER SERVICE
  • CRITICAL THINKING
  • ACTIVE LISTENING
  • ATTENTION TO DETAIL
  • DATA ENTRY
  • EXPERT DOCUMENTATION
  • COMPUTER PROFICIENCY
  • MULTI-SYSTEM NAVIGATION
  • MICROSOFT OUTLOOK
  • CALL CENTER OPERATIONS
  • ADMINISTRATIVE SUPPORT

Timeline

Senior Resolution Coordinator

Walmart
11.2024 - Current

Administrative Assistant IV - Claims Analyst

Texas Department of Criminal Justice
10.2021 - 05.2023

Administrative Assistant II- Health Services

Texas Department of Criminal Justice
02.2018 - 10.2021

Administrative Assistant - Data Entry

Texas Department of Criminal Justice
07.2016 - 02.2018

Patient Coordinator

Bryan Orthodontics
05.2016 - 07.2016

Office Assistant

Grant's Tax Service
05.2013 - 01.2016

Bachelor of Science - Health Administration

Sam Houston State University

Bachelor of Science - Health Administration

University of Phoenix

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