KITTY BAUMGARDNER
Abilene
Summary
Customer service professional with focus on resolving issues and enhancing customer satisfaction. Skilled in active listening, problem-solving, and effective communication. Strong team collaborator, adaptable to changing needs, and consistently achieving results. Known for reliability and maintaining high standards.
Overview
20
20
years of professional experience
Work History
Customer Advocate II
Blue Cross Blue Shield
10.2020 - 02.2026
- Resolved complex member inquiries related to healthcare coverage, claims, and benefits
- Translated Medicare and medical terminology into clear, understandable information
- Partnered with providers and patients to resolve billing discrepancies
- Maintained high performance metrics and compliance standards
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
Back End Support Manager
Lowe’s
08.2017 - 08.2019
- Led team operations in receiving, assembly, and delivery
- Managed scheduling and workflow for efficiency and safety
- Collaborated with leadership to meet operational goals
- Improved processes to enhance store performance
- Led team in resolving technical issues, improving response times and customer satisfaction.
- Streamlined back-end processes, enhancing system efficiency and reducing resolution time for support requests.
Inside Sales Representative
Western Marketing Inc.
08.2006 - 03.2017
- Top 5 performer in sales consistently
- Generated 25 new clients within 6 months
- Managed orders, shipping, and product accuracy
- Built long-term client relationships
- Cultivated relationships with clients to enhance customer satisfaction and retention.
- Executed targeted outreach campaigns, resulting in increased lead generation.
Skills
- Customer Service & Conflict Resolution
- Medicare & Healthcare Coverage Expertise
- Medical Terminology & Anatomy
- Basic Medical Billing
- Provider & Patient Relations
- Team Leadership & Training
- Scheduling & Operations Management
- Order Processing & Logistics Coordination
- Sales & Client Acquisition
- Data entry
- Upselling strategies
- Educating customers
Timeline
Customer Advocate II
Blue Cross Blue Shield
10.2020 - 02.2026
Back End Support Manager
Lowe’s
08.2017 - 08.2019
Inside Sales Representative
Western Marketing Inc.
08.2006 - 03.2017