Kimber Hicks
Birmingham,AL
Summary
Dedicated customer service professional with history of meeting company goals utilizing consistent and organized practices. Leverages exceptional customer relations experience to win new customers. Skilled at demonstrating products and closing sales with tenacious and driven approach. Talented networker with expertise in cold calling, strategic planning and task prioritization focused on maximizing efficiency and sales success.
Overview
14
14
years of professional experience
Work History
Claims Analyst
Blue Cross Blue Shield of Alabama
04.2024 - Current
- Maintained strict confidentiality with all personal data as per company guidelines
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions
- Collaborated with cross-functional teams to develop best practices for claim handling procedures
- Conducted day-to-day administrative tasks to maintain information files and process paperwork
Customer Service Representative
Ross Stores
04.2022 - 05.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in making fast and accurate transactions
- Completing payments using cash and debit or credit cards
- Offered company products
Customer Service Representative
Alabama Power
03.2023 - 01.2024
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- 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
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Exhibited high energy and professionalism when dealing with clients and staff
- Met customer call guidelines for service levels, handle time and productivity
Flex Representative
Hertz Corporation
03.2022 - 03.2023
- Managed multiple tasks in high-volume environment
- Responded quickly to customer inquiries, answering questions and offering insight into products
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly
- Drafted quotes, confirmed orders and managed transfers to handle rental needs efficiently
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business
Production Team Leader
Magna Kamtek
05.2020 - 03.2022
- Monitored and evaluated teams, identifying and targeting opportunities for improvement
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference
Call Center Customer Service Representative
Politicause
02.2018 - 05.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Documented and detailed calls and complaints using call center's CRM database
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Cashier/ Assistant Manager
Captain D's
01.2015 - 02.2018
- Quickly and accurately counted drawers at start and end of each shift
- Built positive relationships with customers to increase repeat business
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers
Patient Access Associate
University Of Alabama At Birmingham
08.2010 - 01.2015
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
Education
High School Diploma -
Holy Family Cristo Rey Catholic High School
Birmingham, AL12.2014
No Degree - Nursing
Auburn University-Montgomery
Montgomery, AL05.2014
Skills
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Inbound and Outbound Calling
- Type 55 WPM
- Credit Card Payment Processing
- Staff Training
- Microsoft applications
- Account Management
- CRM Software
- Professional Telephone Demeanor
- POS Systems
- Managing Multiple Tasks
- Shipping and Receiving Understanding
- Money Handling Abilities
- Multi-Line Telephone Operation
- Office Equipment Proficiency
- Medical Terminology Knowledge
- Conflict Resolution
- Project Management Abilities
- Conflict Mediation
- Clerical Support
- Problem-Solving Ability
- Documentation
- Proofreading
- Interpersonal and written communication
- Claims analysis
Accomplishments
- Received $500 incentive through effectively helping to reduce aged claims and inquiry inventory.
Timeline
Claims Analyst
Blue Cross Blue Shield of Alabama
04.2024 - Current
Customer Service Representative
Alabama Power
03.2023 - 01.2024
Customer Service Representative
Ross Stores
04.2022 - 05.2024
Flex Representative
Hertz Corporation
03.2022 - 03.2023
Production Team Leader
Magna Kamtek
05.2020 - 03.2022
Call Center Customer Service Representative
Politicause
02.2018 - 05.2020
Cashier/ Assistant Manager
Captain D's
01.2015 - 02.2018
Patient Access Associate
University Of Alabama At Birmingham
08.2010 - 01.2015
No Degree - Nursing
Auburn University-Montgomery
High School Diploma -
Holy Family Cristo Rey Catholic High School
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