Krisheena Watts
Indianapolis,IN
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
RepuCare Healthcare
04.2023 - Current
- Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources.
- Provide assistance to members and/or providers regarding website registration and navigation.
- Document all activities for quality and metrics reporting through Customer Relationship Management (CRM) application.
- Process written customer correspondence and provide appropriate level of timely follow up.
- May coordinate member transportation and make referrals to other departments as appropriate.
- Maintain performance and quality standards based on established call center metrics including turn-around times.
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Processed customer service orders promptly to increase customer satisfaction.
Inventory Control Analyst
Campbell Snacks
11.2021 - 02.2023
- Conducts research in JDA, JDA Archives, and Rebus systems for Item , shipping, receiving, expiration dates, BOL, and LPN to ensure accuracy and quality of all products
- Cycle Counts
- Verify the quality of products
- Auditing Locations
- Performs Quality Performance Reports for the team
- Adjusted or Decrease products in location
- Processes RMA
Quality Specialist II
XPO Logistics “NIKE RETURN CENTER
03.2020 - 06.2021
- Inspection of All Nike returned products to determine if item was a defect.
- Received and shipped products.
- Verified warranty dates.
- Processed Grind materials, Donations and Destroyed products.
- Approved or Denied claims.
- Processed consumers claim for defective products.
- Communication with Nike Representatives for updates, inspections process and warranties on products
Order Control
Kohl’s EFC
07.2017 - 03.2020
- Track orders in Wamas Age Research and Priority orders ensuring product is shipped out in a timely manner
- Verify each high priority package has correct product with order.
Walmart Distribution Center
11.2016 - 07.2017
- Processing product into Schaffer system to prepare for outgoing shipping process
- Verify correct product to shipment loading unit
- Ensure correct labels and packaging is correct by performing quality assurance.
Contracted Program Specialist
Covance
09.2015 - 09.2016
- The Patient Access Specialist is responsible for supporting the operations of In-Tele Center, programs including, but not limited to, reimbursement hotlines, patient assistance programs, foundations, safety surveillance programs and compliance programs
- The Program Specialist also performs reimbursement support functions as project requirements
- Respond to inbound calls from customers, triage calls as appropriate, document calls in appropriate database, and handle/escalate calls per program specifications
- Respond to inbound calls from customers, triage calls as appropriate, document calls in appropriate database, and handle/escalate calls per program specifications
- Conduct outbound calls per program specifications also conduct insurance verifications to confirm patient benefits, facilitate the prior authorization process on behalf of customers, assist with problem claims, and perform case management to identify insurance and alternative funding sources per program specifications
- Screen and process patient assistance applications by determining eligibility and making outbound follow up calls as necessary
- Update computer systems on patient enrollment, denials, approvals, payment processing, withdrawals, shipments, and caller requests per program specifications
- Respond to inquiries regarding PAP operations and requests, such as status of patient enrollment status, product shipments, and returns
- Also work with distributors and manufacturers to request and track product shipment.
Intent Analyst
Interactions
03.2015 - 09.2015
- Demonstrates active listening on utterance to direct customer to appropriate department upon customer request
- Automatic system, provide customer service.
Education
Associate of Applied Science - Business Administration
Harrison College
Indiana Business College09.2007
Bachelor of Applied Science - Human Resources
Harrison College
Harrison College05.2014
Skills
- Inventory control
- Warehouse operations
- Excel, order tracking software, and Schaffer software
- Customer service
- Excellent communication
- Team player
- Attentive to detail
- Thorough documentation skills
- Hybrid/Remote customer service skills
Timeline
Customer Service Representative
RepuCare Healthcare
04.2023 - Current
Inventory Control Analyst
Campbell Snacks
11.2021 - 02.2023
Quality Specialist II
XPO Logistics “NIKE RETURN CENTER
03.2020 - 06.2021
Order Control
Kohl’s EFC
07.2017 - 03.2020
Walmart Distribution Center
11.2016 - 07.2017
Contracted Program Specialist
Covance
09.2015 - 09.2016
Intent Analyst
Interactions
03.2015 - 09.2015
Associate of Applied Science - Business Administration
Harrison College
Bachelor of Applied Science - Human Resources
Harrison College
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