Hi, I’m
Kristina Koonce
Houston,United States
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Summary
U.S. Navy Veteran with 10 years of work experience seeking a position in which knowledge, skills, and abilities can be utilized to increase safety and awareness while providing an opportunity for growth and advancement.
Collaborative individual with expertise in providing exemplary service regarding benefits support. Multitasking Benefits Specialist knowledgeable in state and federal regulations and maintaining employee confidentiality.
Overview
15
years of professional experience
1
Certification
Work History
Elevance Health
Customer Service Representative Level II
11.2023 - Current
Job overview
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone and email.
- Checked employees' benefits enrollment for accuracy and inputted all data into system.
- Implemented open enrollment system to streamline benefits processes for clients.
Org. Healing LLC
Business Owner
06.2021 - Current
Job overview
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Consulted with customers to assess needs and propose optimal solutions.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Harris County Sheriff's Office/County Jailer
Detention Officer
03.2021 - 06.2021
Job overview
- Wrote daily reports and maintained logs of inmate activities and behaviors.
- Conducted physical searches of prisoners and premises in search of weapons and contraband.
- Took custody of inmates from arresting officers to begin processing into detention facility.
- Regularly conducted security and sanitation checks.
- Processed inmates through appropriate identification and documentation processes as part of facility booking procedures.
- Supervised and controlled behavior of 275 inmates.
- Enforced rules and regulations to maintain order among inmates.
- Responded to emergency situations and de-escalated hostile confrontations.
United States Postal Service
Rural Letter Carrier
04.2018 - 03.2021
Job overview
- Sort, organize and deliver mail pieces and packages in a timely matter by mail truck
- Great customer service and worked in public eye.
- Secured and properly stored packages for delivery to eliminate damage risks.
- Followed safety protocols and regulations while driving, upholding professional service reputation.
- Organized mail ahead of delivery runs for correct routing.
- Maintained records on customers with mail forwarding and change of address requests.
- Distributed items on time and to correct locations for punctual, professional mail services.
- Delivered mail and packages to customers on prescribed route while processing check submissions, money orders, and stamp purchases in field.
- Remained physically fit to safely lift and transport packages weighing up to 70 pounds.
- Collected mail from post office boxes and distributed goods to correct addresses.
- Wrote detailed trip reports with notable details about road conditions, weather, and obstacles encountered.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Employed GPS and other navigational tools to find shortest routes to locations.
- Distributed mail on foot to residences and businesses when required.
The Parking Spot
Shuttle Bus Driver
06.2017 - 10.2017
Job overview
- Drove shuttle bus to pick up passengers and their luggage to and from airport
- Communicated over radio for specific pick up and drop locations
- Provided customer service.
- Fueled and performed pre-trip and post-trip inspections to support safe operating condition of vehicle.
- Drove bus to safely transport passengers over scheduled routes and authorized stops.
- Complied with personal grooming and conduct guidelines and regulations to promote high standard of professionalism.
- Assisted passengers to foster safe loading and unloading from buses during normal transport and emergency situations.
- Followed company policies and procedures and maintained compliance with standards.
- Delivered passengers to destinations safely and on time.
- Remained calm and poised in emergent situations.
United States Postal Service
Letter Carrier
02.2013 - 10.2016
Job overview
- Sort and deliver mail pieces and parcels by foot and truck
- Physically active job with great customer service
- Loaded and unloaded mail truck in a safe and efficient manner.
Whelan Security
Security Officer
07.2012 - 11.2012
Job overview
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Reported suspicious activities and persons to law enforcement.
- Checked and verified photo identification prior to granting facility access.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
U.S. Navy
Aircraft Mechanic/General Office Clerk
07.2009 - 06.2012
Job overview
- Performed aircraft maintenance for scheduled preventive actions and unscheduled requirements.
- Maintained all aircraft in accordance with organizational maintenance requirements.
- Maintained repair logs to document all corrective and preventive aircraft maintenance.
- Maintained orderly and safe work environment by enforcing tool control and FOD awareness, prevention, and safety at all times.
- Operated power tools, gauges and testing equipment to adjust, repair, and replace faulty components in aircrafts.
- Maintained orderly and safe work environment by enforcing tool control and FOD awareness, prevention, and safety.
- Assisted with aircraft and equipment transport and movement.
- Performed aircraft corrosion control procedures.
- Documented all inspection and maintenance actions in aircraft forms, IMDS, and FERMS.
- Collaborated with crew chief to coordinate fitting and alignment of heavy parts.
- Troubleshot mechanical, hydraulic, pneumatic and electrical systems and tested equipment following repairs.
- Collaborated with colleagues in developing and refining maintenance procedures.
- Read and interpreted aircraft documentation to determine repair feasibility and methods.
Interactive Response Technologies
Customer Service Agent
02.2009 - 06.2009
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Education
Dallas County Community CollegeDallas, TX
A.A. in Criminal Justice from Criminal Justice
07.2013
Ross S. Sterling High SchoolHouston, TX
High School Diploma
05.2008
Skills
- Microsoft Office (10 years)
- Aircraft Maintenance
- Shuttle Driving
- Delivery Driver Experience
- English
- Law Enforcement
- Mechanic Experience
- Military Experience
- Data Entry
- Scheduling
- Product Knowledge
- Appointment Scheduling
- Complaint Resolution
- Information Security
- Call Management
- Microsoft PowerPoint
- Microsoft Excel
- Customer Service
- CRM Software
- Call Center Operations
- Microsoft Outlook
- Administrative Support
- Microsoft Office Suite
- Multi-Line Phone Talent
- Documentation
- Critical Thinking
- Problem Resolution
- Follow-up Skills
- Effective Communication
- Quality Assurance
- Organization
- MS Office
Certification
- First Aid Certification
- CPR Certification
Additional Information
SUMMARY OF SKILLS AND QUALIFICATIONS
- Extremely Organized
- Outstanding Customer Service
- Outstanding Written Communication and Interpersonal Skills
- Highly adept at assisting coworkers and customers utilizing best practices
- Detail Oriented
- Able to carry out task with minimal supervision
- Ability to explain benefits, identify issues, manage data and adjudicate claims
- Able to prepare and release approved correspondence
- Proficient in electronic data processing systems
- More than proficient Computer Skills
- Outstanding Decision making skills
Work Authorization
Authorized to work in the US for any employer
Personal Information
- Military Service Branch: Navy
- Military Service Rank: E-4
- Willing To Relocate: Anywhere
- Title: Letter Carrier - United States Postal Service
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative Level II
Elevance Health
11.2023 - Current
Business Owner
Org. Healing LLC
06.2021 - Current
Detention Officer
Harris County Sheriff's Office/County Jailer
03.2021 - 06.2021
Rural Letter Carrier
United States Postal Service
04.2018 - 03.2021
Shuttle Bus Driver
The Parking Spot
06.2017 - 10.2017
Letter Carrier
United States Postal Service
02.2013 - 10.2016
Security Officer
Whelan Security
07.2012 - 11.2012
Aircraft Mechanic/General Office Clerk
U.S. Navy
07.2009 - 06.2012
Customer Service Agent
Interactive Response Technologies
02.2009 - 06.2009
Dallas County Community College
A.A. in Criminal Justice from Criminal Justice
Ross S. Sterling High School
High School Diploma
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