Kimberly Sleger
West Allis,WI
Summary
Passionate Customer Service Representative bringing several years of top-notch skills in oral and written communication, active listening and analytical problem-solving abilities. Enjoy enhancing customer experiences by employing a keen attention to detail, unique ability to understand customer desires, and motivation for resolving issues in a client-focused fashion.
Overview
22
22
years of professional experience
Work History
Foster Specialist-Remote
Wisconsin Humane Society
03.2020 - 03.2024
- Established and facilitated foster materials, orientations, and virtual training programs for foster volunteers.
- Maintained extensive web-based database of foster contacts for effective communication, data analysis, and assessment of policies.
- Served as primary contact for foster volunteers to triage medical & behavior concerns, provide training, problem-solving and efficient complaint resolution.
- Consistently received praise from management for my positive interpersonal skills with both internal and external clientele.
- Maintained daily operations in remote office environment, ensuring tasks were completed efficiently, always willing to assist fellow teammates with needed duties.
Office Assistant
Wisconsin Humane Society
05.2015 - 03.2020
- Increased satisfaction by providing professional and prompt front desk support as sole person responsible for scheduling patient surgery and follow-up appointments.
- Interacted with customers by phone, email, or in-person to provide information and often de-escalate client concerns.
- Facilitated timely surgical patient check-in and check-out each day.
- Managed daily surgical entry, preparation of all post-surgical data entry, certifications and timely filing in accordance with state & federal regulations.
- Worked closely with Doctor of Veterinary Medicine and surgical staff while maintaining administrative duties and triaging medical calls and walk-in clients.
Adoption Counselor
Wisconsin Humane Society
09.2008 - 05.2015
- Interviewed potential animal adopter, introduction of animal, counseled on animal information and history. Client interaction during animal handling.
- Mentored and served as Subject Matter Expert to new Adoption Counselors as they acclimated to their roles, sharing best practices and valuable insights gained from years of experience.
- Answered Switchboard phone line promptly, directed incoming calls to correct offices, resolved caller inquiries and complaints efficiently.
- Demonstrated strong multitasking abilities while managing administrative duties and incoming calls under strict timelines.
- Fulfilled all departmental responsibilities for collection of fees, documentation of ownership, contract preparation, policy dissemination.
Injectable Drug Negotiator
Assurant Health
05.2007 - 01.2008
- Increased overall success rate of negotiations by consistently staying on task and maintaining claims processing standards and exceeding department goals.
- Primary Drug Negotiator for Assurant Health's Individual and Group Health Insurance policy holder members to aid in keeping their out-of-pocket costs down, as well as premiums.
- Directly negotiated with medical providers to obtain substantial discounts and cost savings on patients' bills, involving both out-of-pocket expenses and UCR cutbacks on injectable drugs.
- Assisted in negotiations for non-drug medical claims, such as high-dollar hospital claims and physician office visit claims.
Senior Call Center Representative
Assurant Health
01.2002 - 05.2007
- Senior Representative for 15-person team within high call volume Call Center; provided coaching, leadership, senior SME for escalated calls.
- Improved customer satisfaction by designing and implementing risk management tool for call management center to identify and suggest solutions to potential losses.
- Maintained various spreadsheets, analyzed data, supplied Senior Management with recommendations for process improvements and staffing updates.
- Served as exemplary role model for junior representatives by moving to Senior Call Center role, serving as Subject Matter Expert for numerous CMC projects, Knowledge Management Department, cross-department projects.
- Effectively resolved complex claims and benefits calls, escalated claims issues for clients by implementing diffusion techniques and cultivating inter-departmental relationships.
Education
High School Diploma -
Brookfield Central High School
Brookfield, WI06.1990
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Proficient in Microsoft Office Suite
- Management collaboration
- Analytical Thinking
- Active Listening
- Excellent Communication Skills
- Conflict Resolution/Complaint Handling
- Call Center Experience
- Follow Up Skills
Accomplishments
- Awarded entrance into the Quality Recognition Program in the Call Management Center of Assurant Health for the majority of my employment for maintaining call quality scores of 98% or above.
- Team Captain for team of 15-30 Call Center Representatives in multiple quarterly Call Management Center-wide Service Availability & Production competitions.
- One of the founding members of the Wisconsin Humane Society's Diversity, Equity, and Inclusion Employee Group.
- Collaborated with a team of 8-10 co-workers across four campuses to develop, introduce, and distribute DEI resources to our non-profit company. I have a passion for bringing awareness, resources, and opportunities for DEI into the workplace.
Passions
Volunteered in company sponsored community outreach efforts and also personally for causes such as, UPAF, Leukemia Society, Juvenile Diabetes, Brew City Bully Breeds, Wisconsin Humane Society, Stepping Stone Farms, and NAMI.
I am a local artist that has presented works at the Great Lakes Pet Expo and other local and out of state community art galleries and events. I am proud to say my artwork has been donated to local fundraisers.
Timeline
Foster Specialist-Remote
Wisconsin Humane Society
03.2020 - 03.2024
Office Assistant
Wisconsin Humane Society
05.2015 - 03.2020
Adoption Counselor
Wisconsin Humane Society
09.2008 - 05.2015
Injectable Drug Negotiator
Assurant Health
05.2007 - 01.2008
Senior Call Center Representative
Assurant Health
01.2002 - 05.2007
High School Diploma -
Brookfield Central High School
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