Summary
Overview
Work History
Education
Skills
Timeline
Generic

KIMBERLEY ALLISON

Houston,US

Summary

Obtain a customer service management position where I

can effectively utilize my expertise in customer relations

and staff leadership. Secure a position that will enable me

to use my strong communication & organizational skills,

customer service background and my ability to work well

with people.

Overview

19
19
years of professional experience

Work History

Healthcare Customer Service Representative

Conduent ( Humana)
07.2022 - 04.2025
  • Assisted customers with inquiries regarding healthcare services and insurance coverage.
  • Utilized electronic health record systems to manage patient information efficiently.
  • Coordinated appointment scheduling and follow-up communications to enhance patient experience.
  • Resolved customer complaints promptly, ensuring satisfaction with service delivery.
  • Provided accurate information on billing procedures and payment options to patients.
  • Collaborated with healthcare providers to streamline communication for better service outcomes.
  • Maintained confidentiality of patient records in compliance with HIPAA regulations.
  • Learned company policies and procedures to support customer service operations effectively.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
  • Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
  • Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
  • Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Technical Support Representative

Samsung (Alorica)
04.2020 - 06.2022
  • Resolved technical issues for customers via phone, ensuring prompt and effective support.
  • Utilized ticketing systems to track and manage customer inquiries efficiently.
  • Collaborated with cross-functional teams to improve service delivery processes.
  • Provided training and mentorship to new team members on troubleshooting protocols.
  • Analyzed customer feedback to identify areas for product improvement and support enhancements.
  • Maintained up-to-date knowledge of product features and software updates for accurate assistance.
  • Monitored performance metrics to ensure adherence to service level agreements (SLAs).
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

Executive Assistant

Meridian Family Practice
04.2014 - 04.2020
  • Coordinated executive schedules, ensuring optimal time management and efficiency.
  • Streamlined communication between departments, enhancing information flow and project clarity.
  • Managed travel arrangements, optimizing itineraries to reduce costs and improve convenience.
  • Developed and maintained filing systems, improving document retrieval speed and organization.
  • Prepared comprehensive meeting agendas and minutes, fostering accountability and follow-up actions.
  • Assisted in budget tracking for departmental expenditures, ensuring adherence to financial guidelines.
  • Implemented process improvements for office operations, increasing overall productivity and workflow efficiency.
  • Trained new administrative staff on best practices and office protocols, enhancing team performance and cohesion.
  • Handled confidential and sensitive information with discretion and tact.
  • Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
  • Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
  • Processed travel expenses and reimbursements for executive team and senior management group.
  • Served as a liaison between departments to facilitate effective communication throughout the company.
  • Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
  • Organized and coordinated conferences and monthly meetings.
  • Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.

Account Manager

Sprint
02.2012 - 04.2014
  • Developed and maintained strong client relationships to drive customer satisfaction and retention.
  • Collaborated with cross-functional teams to enhance service delivery and streamline processes.
  • Analyzed customer data to identify trends and recommend tailored solutions for clients.
  • Managed contract negotiations, ensuring alignment with company objectives and client needs.

Sales Manager

ADT (Premier Alarms)
09.2010 - 02.2012
  • Developed and implemented strategic sales plans to drive market penetration and revenue growth.
  • Led and mentored sales teams, fostering collaboration and enhancing performance through targeted training programs.
  • Analyzed market trends to identify opportunities for product expansion and competitive positioning.
  • Established key performance indicators to track sales team effectiveness and operational efficiency.
  • Cultivated relationships with key clients, enhancing customer satisfaction and loyalty through tailored solutions.
  • Coordinated cross-functional initiatives to align marketing strategies with sales objectives, improving overall execution.

Caregiver

Affection Home Health
08.2006 - 09.2010
  • Provided compassionate care to clients, ensuring comfort and safety in daily activities.
  • Assisted with personal hygiene, grooming, and mobility support for individuals with varying needs.
  • Developed personalized care plans based on client assessments and family input.
  • Monitored client health conditions, reporting changes to healthcare professionals promptly.
  • Trained new caregivers on best practices and company policies to enhance service delivery.
  • Implemented efficient scheduling of care services, optimizing resource allocation for maximum coverage.
  • Fostered strong relationships with clients and families, promoting trust and open communication.
  • Conducted regular safety checks within the home environment to minimize risks and hazards.
  • Assisted clients with activities of daily living, promoting independence and quality of life.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.

Education

Associate of Science - Psychology

Houston Community College
Houston, TX
05-2026

Skills

  • HIPAA compliance
  • Insurance verification
  • Appointment scheduling
  • Patient confidentiality
  • Call center experience
  • Claims processing
  • Follow-up skills
  • Referral coordination
  • Policy adherence
  • Stress tolerance
  • Medical billing
  • Empathy and patience

Timeline

Healthcare Customer Service Representative

Conduent ( Humana)
07.2022 - 04.2025

Technical Support Representative

Samsung (Alorica)
04.2020 - 06.2022

Executive Assistant

Meridian Family Practice
04.2014 - 04.2020

Account Manager

Sprint
02.2012 - 04.2014

Sales Manager

ADT (Premier Alarms)
09.2010 - 02.2012

Caregiver

Affection Home Health
08.2006 - 09.2010

Associate of Science - Psychology

Houston Community College

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KIMBERLEY ALLISON