Kimberly McDonald
Wyoming
Summary
Results-driven Assistance Payment Worker with a focus on customer service, problem-solving, and effective communication. Committed to supporting clients through guidance and collaboration with community organizations.
Overview
13
13
years of professional experience
Work History
Assistance Payment Worker
State of Michigan Department of Human Services
Big Rapids, MI
05.2023 - Current
- Processed assistance payments for eligible clients, ensuring compliance with state regulations.
- Evaluated client documentation to determine eligibility for various assistance programs.
- Provided guidance to clients on application procedures and available resources.
- Collaborated with community organizations to facilitate services for clients in need.
- Developed resource materials to enhance client understanding of assistance programs.
- Participated in ongoing professional development opportunities to stay current with industry best practices.
- Accurately calculated benefit amounts based on individual circumstances, ensuring fair distribution of financial aid among applicants.
- Communicated clearly and empathetically with diverse populations including those facing language barriers or disabilities.
- Stayed informed on current policies and regulations related to assistance payments, applying this knowledge to better serve clients.
- Assisted clients in completing necessary paperwork, ensuring all required documentation was submitted accurately and on time.
- Reduced case backlog by prioritizing tasks and working efficiently under pressure.
- Promoted a positive work environment by fostering open communication, teamwork, and professionalism among colleagues.
Collection Team Leader
Health Bridge Financial
Grand Rapids, MI
12.2019 - 05.2023
- Led collection team to implement efficient recovery strategies, enhancing overall productivity.
- Developed training programs for new staff, fostering knowledge retention and operational excellence.
- Analyzed collection data to identify trends, informing strategic decision-making for improved outcomes.
- Streamlined communication processes between departments, ensuring timely resolution of client accounts.
- Contacted clients with past-due payments and actively monitored payments due from clients.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
Rentention Specialist
Spectrum Charter
Walker, MI
02.2018 - 09.2018
- Developed customer retention strategies to enhance loyalty and reduce churn rates.
- Analyzed customer feedback to identify areas for service improvement and satisfaction enhancement.
- Collaborated with cross-functional teams to implement targeted outreach campaigns for at-risk customers.
- Trained team members on best practices for customer engagement and retention techniques.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Evaluated current customer retention strategies and recommended improvements.
- Built strong customer rapport, leading to increased advocacy and positive word-of-mouth referrals.
Customer Service Representative
BCBSM
Grand Rapids, MI
05.2013 - 07.2015
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Processed claims accurately, ensuring compliance with company policies and procedures.
- Collaborated with cross-functional teams to improve service delivery and operational efficiency.
- Trained new staff on systems, protocols, and best practices for customer support.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
Education
Associate of Arts -
Baker College
Flint, MI08-2021
High School Diploma -
Baldwin High School
Baldwin, Mi05-1989
Skills
- Benefits administration
- Cross-cultural sensitivity
- Financial assessment
- Interviewing techniques
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Effective communication skills
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Flexibility
- Active listening
- Decision-making
- Documentation and paperwork
- Relationship building
- Computer proficiency
- Self motivation
- Analytical thinking
- Conflict resolution
- Appointment scheduling
- Professionalism
- De-escalation techniques
- Written communication
- Eligibility determination
- Payment collection
- Telephone etiquette
- Application review
Timeline
Assistance Payment Worker
State of Michigan Department of Human Services
05.2023 - Current
Collection Team Leader
Health Bridge Financial
12.2019 - 05.2023
Rentention Specialist
Spectrum Charter
02.2018 - 09.2018
Customer Service Representative
BCBSM
05.2013 - 07.2015
Associate of Arts -
Baker College
High School Diploma -
Baldwin High School