Kim McCoy
Cypress,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
5
5
years of professional experience
Work History
Application Customer Service Representative
Extended Health
10.2022 - 12.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assist participants with open enrollment inquires with carriers , to resolve enrollment problems, resolve clients concerns.
BPO Associate
NTT Data
11.2021 - 04.2022
- Worked varied hours, days, nights and weekends as business needs dictate.
- Managed customer relations and customer service through daily communication and interaction.
- Maximized customer interactions by promptly identifying needs and wants.
- Increased customer satisfaction significantly within department.
- Educated new hires on company policies and procedures by designing and developing training program.
- Collected, arranged and input information into database system.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
Case Manager
The Nations Law Firm
07.2019 - 12.2020
- Verify and analyze data used in settling claims to ensure that claims are valid and that settlements are made according to company practices and procedures
- Complete and Enter client Plaintiff Profile
- Maintain claim files such as records of settled claims and an inventory of claims requiring detailed analysis
- Contact or interview claimants, doctors, medical specialists, or employers to get additional information.
Admin Support Technician
Harris County Appraisal District
04.2017 - 04.2019
- Create, maintain, and perform data entry using departmental software
- Create spreadsheets, delete, modify and add accounts
- Locate and attach appropriate files to incoming correspondence requiring replies
- Learn to operate new office technologies as they are developed and implemented
- Research, index, key and provide quality control using departmental software
- Train and assist staff with computer usage
- Conduct searches to find needed information, using such sources as the Internet
- Maintain customer and vendor information
- Schedule hearings, and informal settlement meetings
- Mailroom duties including stamping, sorting, logging, prepping, scanning large varieties of correspondences and obtaining valid mailing addresses to process returned mail
- Assist supervisors and property owners with creating new accounts and questions pertaining to various accounts.
Intake Counselor
Alabama Housing Finance Authority
05.2015 - 07.2016
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
- Create, maintain, and enter information into databases
- Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
- Complete forms in accordance with company procedures
- Locate and attach appropriate files to incoming correspondence requiring replies
- Provide services to customers, such as order placement or account information
- Supervise other clerical staff and provide training and orientation to new staff.
Education
High School Diploma -
Sidney Lanier High School
Montgomery, Al 05.1994
Skills
- Efficient and Detail-Oriented
- Customer Account Management
- Interpretation and Translation Services
- Responding to Difficult Customers
- Customer Data Confidentiality
- Call Documentation
- Issue and Complaint Resolution
- Customer Retention Strategies
- Needs Assessment
- Answering Customer Questions
- Microsoft PowerPoint
- Administrative and Office Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I have a theory and I really believe it. I think your worst weakness can become your greatest single strength.
Barbara Corcoran
Timeline
Application Customer Service Representative
Extended Health
10.2022 - 12.2022
BPO Associate
NTT Data
11.2021 - 04.2022
Case Manager
The Nations Law Firm
07.2019 - 12.2020
Admin Support Technician
Harris County Appraisal District
04.2017 - 04.2019
Intake Counselor
Alabama Housing Finance Authority
05.2015 - 07.2016
High School Diploma -
Sidney Lanier High School
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