Kimberly White
Jackson,TN
Summary
Proven leader and dedicated co-founder at Little Lambs and Ivey Learning Center, adept in customer service and problem-solving, significantly enhancing customer satisfaction and operational efficiency. Skilled in data entry and building rapport, consistently exceeded performance metrics, contributing to long-term business success and profitability. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
Tennessee Farmers Mutual Insurance
02.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Monitored cash drawer and maintained adequate cash supply, responsible office cash and check deposits.
- Cross-trained and backed up other customer service managers.
Co-Owner/ Co- Founder and Director
Little Lambs and Ivey Learning Center
01.1994 - 08.2004
- Managed day-to-day operations efficiently, ensuring smooth workflow and timely completion of tasks.
- Collaborated with co-owner on strategic planning initiatives for long-term business success.
- Improved customer satisfaction ratings by consistently delivering high-quality products and services.
- Oversaw financial management tasks, including budgeting, forecasting, and cash flow optimization.
- Ensured accurate record-keeping for financial transactions, maintaining organized documentation for easy reference during audits or other inquiries.
- Mentored employees to improve work performance, promoting professional development and growth within the company.
- Established foundational processes for business operations.
- Maintained compliance with state, county and government regulations and legal requirements through diligent oversight of business practices.
- Developed a strong company culture, fostering teamwork and collaboration among staff members.
- Established team of motivated and highly skilled employees to help run business.
- Cultivated a safe working environment by adhering to workplace safety policies and providing necessary resources for employee wellbeing.
- Implemented regular performance reviews for staff members to address concerns proactively and provide constructive feedback for continuous improvement.
- Introduced new methods, practices, and systems to reduce teacher, parent and children stress levels
- Improved operational efficiencies to reduce costs and improve productivity.
- Optimized inventory management systems for streamlined ordering processes and reduced waste levels.
- Recruited, interviewed and hired new staff members and developed training materials for employees.
- Interacted well with parents and children to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed financial operations, ensuring fiscal responsibility and maintaining profitability during periods of economic uncertainty.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
Customer Service Representative
The Jackson Clinic PA
01.1992 - 06.2001
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Handled financial transactions related to copayments or self-pay fees while adhering to company policies regarding payment collection.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated appointment reminders for patients via phone calls or email notifications, reducing no-show rates.
- Enhanced patient satisfaction by consistently providing friendly and efficient service at the front desk.
- Managed multi-line phone system and pleasantly greeted patients.
- Assisted with insurance verification tasks, expediting the billing process for both patients and providers.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Improved office efficiency by organizing and maintaining accurate patient files and records.
- Provided vital support during peak hours by efficiently handling walk-ins, check-ins, and appointment scheduling duties.
- Served as a liaison between patients and healthcare providers, ensuring clear communication of necessary information.
- Expedited patient registration processes by gathering necessary paperwork from new arrivals promptly upon their arrival at the front desk.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Reduced errors in medical recordkeeping by meticulously reviewing documentation for accuracy before filing or distributing it.
- Completed clerical duties and tasks for clinic administration.
- Transcribed phone messages and relayed to appropriate personnel.
- Maintained current and accurate medical records for patients.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Printed prescription requests and queries in compliance with practice protocol.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Obtained payments from patients and scanned identification and insurance cards.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Processed medical insurance claims and payments.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Managed office bookkeeping with insurance billing and patient payments.
Education
Early Childhood Development - Early Childhood Education
Liberty University
Online No Degree - Business Administration And Management
Jackson State Community College
Jackson, TNHigh School Diploma -
North Side High School
Jackson, TN05.1983
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Computer Proficiency
- Money handling abilities
- Payment Processing
- Building rapport
Timeline
Customer Service Representative
Tennessee Farmers Mutual Insurance
02.2021 - Current
Co-Owner/ Co- Founder and Director
Little Lambs and Ivey Learning Center
01.1994 - 08.2004
Customer Service Representative
The Jackson Clinic PA
01.1992 - 06.2001
Early Childhood Development - Early Childhood Education
Liberty University
No Degree - Business Administration And Management
Jackson State Community College
High School Diploma -
North Side High School
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