Kourtney Loveall
Lafayette,TN
Summary
Adept at conflict resolution and customer care, I enhanced client satisfaction and reduced claim resolution times during my tenure at QRM. Leveraging problem-solving skills and a positive attitude, I consistently met productivity goals and improved process efficiency, demonstrating a commitment to excellence and a goal-oriented mindset.
Overview
12
12
years of professional experience
Work History
Chargeback Agent
Walmart
Gallatin, TN
03.2020 - 11.2022
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
Claims Intake Specialist
QRM
Hendersonville, TN
01.2015 - 08.2018
- Reduced claim resolution time by effectively coordinating with various departments for prompt information gathering.
- Utilized advanced problem-solving skills when faced with challenging claims, finding creative solutions to reach fair resolutions for all parties involved.
- Exceeded customer expectations through proactive follow-ups on pending claims, ensuring they received prompt updates on their case status.
- Streamlined communication between internal teams, leading to more effective collaboration on complex cases.
- Managed a high volume of incoming calls from policyholders, demonstrating excellent communication skills and empathy during stressful situations.
- Demonstrated adaptability by quickly learning updates to company policies or software changes affecting the claims process.
- Improved customer satisfaction levels by promptly addressing concerns and providing clear explanations of claim decisions.
- Consistently met departmental productivity goals while maintaining a strong focus on quality assurance measures.
- Contributed to a positive work atmosphere by actively participating in team meetings and openly discussing challenges and potential solutions.
- Provided support to case managers as needed, assisting with research or documentation requests for ongoing claims investigations.
- Maintained a high level of accuracy in data entry, ensuring the seamless flow of information between systems and teams.
- Identified trends in claim submissions, suggesting improvements to intake processes that resulted in increased efficiency across the department.
- Managed workload and priorities to meet claims processing meet deadlines.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Identified and reported potential fraud or abuse related to claims to protect system's integrity.
- Checked documentation for accuracy and validity on updated systems.
Customer Service Associate
Teddy Bear Portrait's
Gallatin
10.2010 - 12.2014
- Responsible for answering customer complaints in a proper manner. Process customer orders while talking with client on phone. Email and fax order conformation. Multi task and meet daily quotas for calls and emails.
- Data entry for all orders. Keep track of calls. Log all interactions. Provide customer service via headset.
- Primarily responsible for responding to and documenting customer concerns and compliments, troubleshooting customer issues, eCommerce customer account management, product related inquires, refunds, shipping issues, and customer loyalty programs and questions.
Education
Diploma -
Portland High School
Portland, TN05.2016
Skills
- Problem-solving skills
- Positive Attitude
- Customer service and care
- Problem-Solving
- Customer service abilities
- Relationship Building
- Organizational Skills
- Goal-oriented mindset
- Clear Communication
- Customer Complaint Resolution
- Documenting information
- Customer needs determination
- Ensuring customer satisfaction
- Service support
- Call Management
- Critical Thinking
- Flexible Schedule
- Information documentation
- Conflict Resolution
- Persuasive Speaking
- Public Speaking
- Recordkeeping proficiency
- Polite communication skills
- Schedule Management
- Technical Support
Timeline
Chargeback Agent
Walmart
03.2020 - 11.2022
Claims Intake Specialist
QRM
01.2015 - 08.2018
Customer Service Associate
Teddy Bear Portrait's
10.2010 - 12.2014
Diploma -
Portland High School