Kimberly Warner
Spring,TX
Summary
Experienced customer service specialist with a strong background in quality control, data entry, member support, account management, and call center support. Proven track record of building effective relationships and delivering impactful results. Skilled in communication, conflict resolution, and problem-solving. Committed to fostering team collaboration, adaptability, and achieving goals. Known for reliability and flexibility in meeting changing needs, resulting in consistent and effective outcomes.
Overview
25
25
years of professional experience
Work History
Member Relations Representative
AAA
05.2022 - Current
- Triage 30-40 high volume calls from members, associates, and independent contractors for emergency roadside assistance to confirm and verify details, answer questions, and close balances
- Educate members, and associates on AAA policy and procedures, data collection, diffusing stressful situations, and processing collection of payment
- Process pending items including charges, payments, and personal information updates via inbound calls
- Assist in educating onboarded teammates on policy and procedures, where to locate information in Knowledgebase, and to mentor for a successful outcome
- Resolving delayed emergency roadside assistant by collaborating with member and independent contractors through phone communication and Field Service Locator (FSL)
- Advising members of delinquent accounts for membership, and service fees
- Collaborate with resource management group to administer collections on unpaid accounts and stale accounts
- Identify trends/recurring issues and present to supervisor for further investigation and resolution
- Provide delinquent accounts to correct billing team and our internal collections team
- Established strong rapport with new clients through attentive listening and prompt responses, ensuring a solid foundation for long-lasting partnerships.
- Conducted comprehensive market research to better understand industry trends and client expectations, informing company strategy and offerings.
- Developed training materials for new team members, promoting best practices in relationship management techniques.
- Coordinated promotional campaigns to attract new clients while maintaining strong relationships with existing customers.
Customer Experience Repair Representative
Comcast
01.2016 - 07.2021
- Interacts with customers via Softphone, Avaya telephone systems, or e-mail to assist with a variety of customer inquiries and issues
- Follow established troubleshooting procedures, including use of appropriate resources and desktop tools
- When necessary, produce work orders according to established business rules
- Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquires over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner
- Corrects discrepancies on customers' accounts, and research service disruptions as necessary
- When appropriate, follow established escalation procedures to expedite prompt resolution
- Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution
- Ability to multitask between multiple tools and systems (knowledge base, team chat, team meetings, supervisor) and apply information and knowledge to customer situations
- Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate responses
Specimen Preparation Technician
Quest Diagnostics
08.2012 - 06.2016
- Identify problems with specimen types, missing information, assign the appropriate TIQ (test in question), and in some cases resolve them
- Understanding the complex relationship between tests ordered and specimen received
- Responsible for vital statistics processing
- Data entry, presort, pick-up and delivery of processed specimens to laboratory, centrifugation, aliquoting, and good organization skills
- Understanding the compliance policies related to test ordering, which requires developing ability to research test ordering information on translation tables, computer system, and the directory of services
Life Insurance Agent
Bay Planning
12.2005 - 08.2007
- Responsible for incoming calls
- Scheduling appointments
- Accurate time sensitive data entry
- Assist with faxing, copying sensitive documents, and maintain Outlook emails
- Maintaining client's confidentiality
Dialysis Technician
Midwest Dialysis
07.1999 - 11.2005
- Welcome assigned patients and inquire as to their wellbeing since last treatment, reporting any complaints or observations to the nurse supervisor
- Record accurate and timely information regarding vital signs and treatment parameters onto the Hemodialysis Treatment Sheet and or computer with initial identification
- Monitor patients' response to dialysis therapy
- Provided ongoing technical support for patients, maintained functionality of technical support training to staff, and new employees
- Responsible for evaluating patients' vascular access, calculating and entry of individual patients' dialysis machine programming for Ultrafiltration (UF) goal, treatment time, Sodium (Na) modeling, and UF modeling as prescribed
Education
No Degree - Health Administration
University of Phoenix
OnlineNo Degree - Practical Nursing
Milwaukee Area Technical College
Milwaukee, WISkills
- Billing Support
- Chat Support
- Microsoft Excel
- Data Entry
- Information Gathering
- CRM Software
- Persuasion techniques
- Scheduling
- Communications strategies
- Crisis Management
Knowledgeandskills
- Billing Support
- Chat Support
- Microsoft Excel
- Data Entry
Accomplishments
Occupancy at 100 percent over a six-month period.
Timeline
Member Relations Representative
AAA
05.2022 - Current
Customer Experience Repair Representative
Comcast
01.2016 - 07.2021
Specimen Preparation Technician
Quest Diagnostics
08.2012 - 06.2016
Life Insurance Agent
Bay Planning
12.2005 - 08.2007
Dialysis Technician
Midwest Dialysis
07.1999 - 11.2005
No Degree - Health Administration
University of Phoenix
No Degree - Practical Nursing
Milwaukee Area Technical College
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