Summary
Overview
Work History
Education
Skills
Timeline
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Kimberly Battle

Monroe,GA

Summary

Adept at enhancing customer experiences and fraud prevention, I excelled at RDS, Inc. by leveraging my medical terminology proficiency and active listening abilities. My role in reducing fraudulent activities at TTEC (Bank of America) showcases my critical thinking and claims investigation skills. Recognized for professionalism and achieving top performance metrics, I consistently improved client trust and satisfaction.

Overview

4
4
years of professional experience

Work History

Medical Customer Service Representative

RDS, Inc.
01.2024 - Current
  • Used computer programs and registration systems to schedule patients for routine and complex procedures.
  • Responded to customer requests for products, services, and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Fraud Prevention Specialist

TTEC (Bank of America)
05.2020 - 01.2024
  • Enhanced surveillance of high-risk transactions, leading to decline in undetected fraudulent activities.
  • Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
  • Enhanced fraud detection by implementing advanced data analytics techniques and tools.
  • Collaborated with cross-functional teams to implement effective anti-fraud measures across the organization.
  • Reviewed and updated policies regularly to ensure compliance with industry standards and regulatory requirements related to fraud prevention.
  • Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
  • Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
  • Improved customer trust by promptly addressing and resolving fraud-related inquiries and complaints.
  • Analyzed transaction patterns to identify and mitigate emerging fraud trends.
  • Managed fraud-related escalations and disputes, resolving issues promptly and professionally.
  • Regularly reviewed and updated fraud detection thresholds to adapt to changing fraud tactics.

Education

Business Management

Strayer University
Lithonia, GA
05-2026

Skills

  • Active listening abilities
  • Claims Investigation
  • Customer Relationship Building
  • Patient Registration
  • Professionalism and Courtesy
  • Critical thinking abilities
  • Conflict resolution techniques
  • Call Routing
  • Medical Records Management
  • Account Reconciliation
  • Insurance Verification
  • Strong interpersonal skills
  • Patient Data Updates
  • Medical terminology proficiency

Timeline

Medical Customer Service Representative

RDS, Inc.
01.2024 - Current

Fraud Prevention Specialist

TTEC (Bank of America)
05.2020 - 01.2024

Business Management

Strayer University

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Kimberly Battle