Kondra Bell-Cunningham
Grand Rapids,MI
Summary
Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
Priority Health
Grand Rapids, MI
08.2017 - Current
- Assisted in developing strategies to improve the overall customer experience.
- Identified trends in customer issues and provided recommendations for resolution.
- Conducted customer service training for new hires.
- Resolved escalated customer complaints in a timely manner.
- Provided technical support to customers via phone, email and chat.
- Managed incoming calls from customers while providing exceptional service.
- Responded promptly to inquiries from customers about products or services.
- Maintained accurate records of all customer interactions in CRM system.
- Evaluated team performance metrics against established standards on a regular basis.
- Ensured compliance with applicable laws and regulations related to customer service.
- Handled difficult situations with tact, diplomacy, and professionalism.
Subrogation Claims Representative
Farmers Insurance Agency
Caledonia, MI
04.2016 - 07.2017
- Assessed individual case needs and developed appropriate action plans accordingly.
- Adhered to federal and state laws governing subrogation claims processing.
- Identified, evaluated and investigated insurance subrogation claims.
- Responded promptly to questions from claimants regarding their subrogation case status.
- Developed strategies for successful resolution of subrogation claims.
- Managed multiple files simultaneously while meeting tight deadlines.
- Monitored progress of subrogation cases through completion of the process.
Billing Specialist
Farmers Insurance Agency
Caledonia, MI
04.2012 - 04.2017
- Performed additional duties as assigned by management team.
- Answered customer inquiries regarding billings, payments, account status.
- Worked closely with patients to discuss payment arrangements when needed.
- Provided support to other departments within the organization as needed.
- Verified insurance coverage and identified third-party payers for billing purposes.
- Investigated incorrect billings and processed refunds as necessary.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Resolved discrepancies between customers' remittances and invoices received.
- Monitored accounts receivable activity to ensure timely payment of invoices.
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZ02-2013
Health Administration
University of Phoenix
Tempe, AZ01-2011
Skills
- Database Research
- Account Management
- Documentation Review
- Membership renewals
- Escalation management
- Order Fulfillment
- Team monitoring
- Call Control
- Conflict Management
- De-Escalation Techniques
- Complaint resolution
- Staff Training
Timeline
Senior Customer Service Representative
Priority Health
08.2017 - Current
Subrogation Claims Representative
Farmers Insurance Agency
04.2016 - 07.2017
Billing Specialist
Farmers Insurance Agency
04.2012 - 04.2017
Bachelor of Science - Criminal Justice
University of Phoenix
Health Administration
University of Phoenix
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