Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kimberly Hendrick

Customer Service Representative
Richmond,VA

Summary

Customer Service Representative bringing top-notch skills in active listening, analytical problem-solving skills and computer proficiency. Enhances customer experiences by employing service-oriented behaviors, understanding customer needs and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Highly skilled in customer service best practices and related options. Knowledgeable and dedicated customer service professional with an incredibly strong work ethic. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and peers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.

Overview

23
23
years of professional experience

Work History

Customer Service Specialist

Verizon Telecommunications
05.2000 - 09.2022
  • 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 from government and large business account holders with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Utilized multiple computer applications in order to resolve customer concerns.
  • Eagerly assisted with any and all special projects.
  • Acted as temporary support when management was off campus or occupied in meetings.
  • Assisted in training newly hired staff and allowed my customer service calls to be recorded and played back for training purposes.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Provided primary customer support to internal and external customers.
  • Maintained and managed customer files and databases.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed customer service improvement initiatives to decrease customer wait times.

Claims Processor

Anthem Blue Cross Blue Shield
04.1999 - 05.2000
  • Utilized specialized software to process incoming claims, enter data and generate reports.
  • Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
  • Assisted in onboarding of new claims processors to familiarize with company procedures, policies and processes.
  • Managed workload and priorities to meet claims processing meet deadlines.
  • Monitored claims processing trends to identify potential areas of improvement.
  • Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
  • Checked documentation for accuracy and validity on updated systems.
  • Prepared insurance claim forms or related documents and reviewed for completeness.
  • Maintained confidentiality of patient finances, records, and health statuses.
  • Processed and recorded new policies and claims.
  • Calculated adjustments, premiums and refunds.
  • Assured timely verification of insurance benefits prior to patient procedures or appointments.
  • Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
  • Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
  • Reviewed applications and supporting documents to verify claims eligibility and accuracy.

Education

Marymount High School
Richmond, VA
05.1985

Skills

  • Customer Service
  • Managing Multiple Tasks
  • Customer Consulting
  • Active Listening
  • Reading Comprehension
  • Professional Telephone Demeanor
  • Call Center Operations
  • Critical Thinking
  • Computer Proficiency
  • Portal Systems
  • Team-Building Exercises
  • Good Communication Skills
  • AVAYA Aura
  • Field Operations Support
  • Excellent Written and Oral Communication
  • Process Optimization
  • Calm and Professional Under Pressure
  • Ability to Work Independently
  • Telephone Etiquette
  • Inputting Claims
  • Document and Records Management
  • Call Volume and Quality Metrics
  • Problem Resolution
  • Call Centers
  • Livechat Messaging
  • Administrative and Office Support
  • Online Chat
  • Customer Relationship Management
  • Microsoft Office
  • Benefits Explanations
  • Customer Data Confidentiality
  • Customer Information Databases
  • High-Volume Call Environments
  • Effective Written and Verbal Communication
  • Valid Driver's License
  • Special Projects
  • Understanding Customer Needs

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Collaborated with team of seven peers to ensure critical monthly FCC compliance requirements were being consistently met.

Timeline

Customer Service Specialist

Verizon Telecommunications
05.2000 - 09.2022

Claims Processor

Anthem Blue Cross Blue Shield
04.1999 - 05.2000

Marymount High School

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Kimberly HendrickCustomer Service Representative