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. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
13
13
years of professional experience
Work History
CEC/Call Center Customer Service Representative
Omaha Steaks
01.2023 - 12.2023
- Provides customer service to the CEC by interacting with the customer to address all inquiries.
- Responsible for assisting with customer orders, researching, and following up with customer complaints,
- Answering questions about products and services, emailing customers to update and resolve inquiries, and directing calls as needed.
- Answering incoming customer calls or emails, while diffusing irate customers.
- Updating customer service databases.
- Maintaining and creating new customer relationships that help boost sales.
Application Customer Service Representative
Extended Health/WillTowers Watson
05.2022 - 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
BPO Associate
NTT Data
01.2021 - 04.2022
- Managed patient relations and customer service through daily communication and interaction.
- Scheduled payment arrangements for patients
- Handled incoming calls from customers regarding orders or other inquiries.
- Increased customer satisfaction significantly within department.
- Collected, arranged and input information into database system.
- Update and verify patients insurance information
- Verify and compile data in accordance with established policy and procedure.
- Maintain current knowledge of CMS compliance requirements as they pertain to Medicare Advantage claims.
- Identify complex or out of compliance cases for escalation
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
05.2011 - 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
Montgomery, Al Skills
- Inbound and Outbound Calling
- Appointment Scheduling
- Data Entry
- Customer Relationship Management (CRM)
- Client Relations
- Call Center Operations
- Administrative Support
- CRM Software
- Medical Terminology Knowledge
- Customer Service
- Payment Processing
- Customer Correspondence
- Customer Support
- Customer Needs Assessment
Timeline
CEC/Call Center Customer Service Representative
Omaha Steaks
01.2023 - 12.2023
Application Customer Service Representative
Extended Health/WillTowers Watson
05.2022 - 12.2022
BPO Associate
NTT Data
01.2021 - 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
05.2011 - 07.2016
High School Diploma -
Sidney Lanier High