Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Kimberley Savoy-Johnson

Houston,Texas

Summary

Objective: Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

9
9
years of professional experience

Work History

Client Specialist

Sedgwick CMS
04.2021 - 03.2023
  • Verifying over 50 claims per day, take initial claim, pulling client charts for medical verification post payment, create documents and spreadsheets, billing, account cancellation, answer incoming calls, account resolution.
  • Advocated for and acted as liaison to other community-based providers and resources and other benefits, housing, vocation training and employment opportunities.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates by 85%.

Customer Advisor

Parallon
01.2018 - 12.2020
  • Answer over 100 customer calls per day, verify insurance, pull charts for litigation, indexing, request rebills and reconsolidation.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Monitored customer service performance to enforce quality and accuracy standards.
  • Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation

Team Lead

Sutherland Global Service
01.2014 - 01.2018
  • Sutherland Global
  • Monitor calls, develop tracking reports, assess metrics, pull charts, indexing, coaching as needed, weekly reports.
  • Mentored and guided employees to increase proper completion of assigned duties.
  • Coached team members in techniques necessary to establish completion of job tasks.
  • Directed and supervised team of 25 engaged in 3 to 5 development styles.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Communicated KPIs outlined in annual plan to inform employees of expectations.

Education

No Degree - Certified Nurses Aide

Sterling Health Care
Houston, TX
06.2009

Skills

  • COMMUNICATION
  • Claims Management, Team lead
  • Pip, Customer Service
  • Medical Records, Data entry,
  • Communication
  • written and verbal skills
  • empathic listener
  • excellent negotiation skills
  • Microsoft Excel
  • Microsoft Teams
  • Time Management
  • Adobe Systems Adobe Creative Cloud
  • SAP Crystal Reports
  • Multi-Channel Contact Center Software
  • Oracle E-Business Suite Financials
  • Microsoft Windows
  • Call Volume and Quality Metrics
  • SAP
  • Citrix
  • Judgment and Decision-Making
  • POS Transactions
  • LexisNexis
  • Microsoft Outlook
  • Oracle PeopleSoft
  • Microsoft SharePoint

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

IF you don't like something change it. If you can't change it, change your attitude.
Maya Angelou

Timeline

Client Specialist

Sedgwick CMS
04.2021 - 03.2023

Customer Advisor

Parallon
01.2018 - 12.2020

Team Lead

Sutherland Global Service
01.2014 - 01.2018

No Degree - Certified Nurses Aide

Sterling Health Care

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Kimberley Savoy-Johnson