Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

KRISTA IRBY

Culpeper,US

Summary

Dedicated professional with demonstrated strengths in customer service, healthcare, and high-volume call centers. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships with clients and colleagues, while always exceeding expectations.

Overview

17
17
years of professional experience

Work History

Member Support Services (Remote Call Center)

Groups Recover Together
Virginia, US
04.2023 - Current
  • Manages member databases by updating account information as needed.
  • Navigates multiple computer applications while conversing with customers.
  • Enhances productivity and member service levels by anticipating needs and delivering outstanding support to all members.
  • Participate in team meetings focused on improving processes related to member services.
  • Resolves member inquiries in a timely manner, with accuracy and professionalism.
  • Liaise between members, care teams, insurance companies, and pharmacies.
  • Investigates escalated cases involving complex problems or complaints from members.
  • Provides advice and recommendations on ways to enhance the member experience.
  • Meets and exceeds assigned goals established by management.
  • Displays positive, professional, and empathetic tone to deliver consistently superior service.
  • Answers incoming calls, chat messages, and email communications to handle product concerns.
  • Maintains detailed records of customer interactions and transactions for future reference.
  • Trains new employees by sharing knowledge of company processes and call handling techniques.

Shelter Monitor/Intake Coordinator

PACEM
Charlottesville, US
04.2021 - 06.2023
  • Attended and participated in community meetings related to substance abuse and addiction topics.
  • Scheduled admissions for new clients based on bed availability and level of care needed.
  • Implemented safety drills for emergency situations such as fires or natural disasters regularly.
  • Analyzed data from various sources to identify trends and make recommendations for improvement.
  • Attended conferences workshops related to homeless services industry trends best practices.
  • Assisted clients in developing individualized plans outlining steps toward stable housing and self-sufficiency.
  • Managed daily operations of shelter, including staff supervision and facility maintenance.
  • Monitored inventory levels of supplies such as bedding, toiletries, clothing items donated by community members or partner organizations.
  • Handled confidential information appropriately while adhering to privacy laws.
  • Trained new employees on shelter policies, procedures, and safety protocols.
  • Coordinated with community agencies to provide support services for shelter residents.
  • Collaborated with local schools, healthcare providers, and social service organizations to meet resident needs.
  • Tracked all incoming referrals daily, following up as needed.
  • Monitored and updated patient intake information in electronic medical records systems.
  • Assisted patients with completing necessary forms and paperwork for admission.
  • Documented detailed notes in patient files regarding interactions during intake process.
  • Actively listened to client concerns during phone conversations, demonstrating empathy while gathering important details about their situation.
  • Created and maintained office documentation and manuals.
  • Helped clients obtain social services by assisting with forms and coordinating referral processes.
  • Developed and implemented behavioral management and care plans for clients.

Server/Bartender

Texas Roadhouse
Charlottesville, US
10.2019 - 03.2020
  • Provided excellent customer service. Greeted customers and made suggestions based on their preferences.
  • Arranged table settings and kept areas clean at all times.
  • Delivered checks and cashed out each guest.
  • Conducted daily and weekly inventories of bar and drink supplies to keep stock on hand and avoid costly rush orders.
  • Took customer orders and took advantage of opportunities to sell specialty drinks and foods.
  • Processed credit card transactions, gift cards, and cash payments.
  • Trained new servers in company policies, guest service standards, and best practices.
  • Communicated professionally with customers, colleagues, and supervisors.
  • Maintained knowledge of current menu offerings, ingredients, preparation methods, and dietary restrictions.

Account Manager/Bookkeeper

James E. Ayers & Associates, Inc.
Chesterfield, US
12.2018 - 06.2019
  • Performed general bookkeeping duties; including posting information to accounting software and reconciling accounts.
  • Paid debts as they came due for payment, including necessary bills as well as supplier and vendor invoices.
  • Obtained necessary tax forms from all customers and vendors.
  • Provided excellent customer service.
  • Performed reconciliations of bank accounts on a monthly basis to ensure accuracy and issue all financial statements to clients.
  • Processed bi-monthly payroll for James Ayers and Associates and other companies who used our payroll services.
  • Distributed customer invoices and ensured that receivables were collected in a timely manner.
  • Managed client accounts to ensure customer satisfaction and retention.
  • Oversaw contract renewals, ensuring timely completion of paperwork and accurate invoicing processes.

Internet Sales Manager

Brown Jeep Chrysler Dodge Ram
Charlottesville, US
07.2016 - 12.2018
  • Responded to Internet Customer inquiries and ensured that the dealership actualizes its maximum profit potential on all Internet Sales.
  • Consistently developed innovative approaches to sales and special customer events.
  • Prepared and presented weekly sales reports for weekly sales meetings.
  • Assessed competitor pricing and offerings, adjusting our strategies accordingly to remain competitive in market.
  • Tracked monthly sales performance metrics and reported results to upper management for review.
  • Trained new sales team members in company policies and sales techniques.
  • Managed entire buying process, fielding questions, coordinating appointments and following up after completed sales.
  • Cultivated strong relationships with repeat customers by maintaining open lines of communication through newsletters or email campaigns.
  • Gained experience using CRM tools, Zendesk & Salesforce.

Sales

Ashbury International Group
Ruckersville, US
03.2015 - 08.2016
  • Prospected and contacted potential customers on a daily basis through mail, telephone, email, and text campaigns.
  • Forecasted goals and objectives for sales, gross, and key expenses on a monthly and annual basis.
  • Trained, counseled and managed lead distribution to salespeople.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Improved operational efficiencies by tracking weekly sales and producing reports for senior management for corrective action planning.
  • Identified and analyzed customers' interests and budget, understanding and anticipating customers' needs and wants and recommending appropriate products and systems.
  • Build customer relationships through trust, contact, and demonstrations.
  • Developed new events and demonstrations for our product line.
  • Prepared and presented Sales Report and Forecast Report on weekly basis.
  • Encouraged purchases with consultative and suggestive sales techniques.
  • Improved sales team's abilities through effective coaching, revamping training processes to boost sales success.
  • Accomplished corporate goals by implementing strategic sales plans.

Personnel Coordinator

Maxim Healthcare Services
Charlottesville, US
08.2010 - 03.2011
  • In charge of recruitment, orientation, and retention of home health nurses and aides.
  • Continuously updated the personnel database and met with each employee for any evaluation or requirements they needed to accomplish in order to keep their license valid.
  • Responsible for updating and compliance of all personnel files in accordance with all State and Company policies and procedures.
  • Used proactive communication to resolve employment-related conflicts.
  • Monitored and developed reports to determine effectiveness of advertisements and recruitment campaigns.
  • Coordinated interviews between candidates and hiring managers.
  • Processed payroll, ensuring timely and accurate disbursement of wages to employees.
  • Organized company-wide events, such as holiday parties or team-building retreats.
  • Monitored employees through regular assessments and performance evaluations.

Front Desk Receptionist

Farmington Country Club
Charlottesville, US
05.2009 - 08.2010
  • Welcomed guests, explained hotel policies, and provided detailed information about the area, transportation, tourist attractions, and restaurants, as well as booking cabs and tours for them.
  • Honed customer service skills in a professional setting by interacting with clients on a regular basis.
  • Ensured reservations were taken correctly and courteously.
  • Handled customer complaints and ensure that all guest services are provided.
  • Verified guest payment and contact information.
  • Responded promptly to email inquiries from both internal staff members and external clients.
  • Liaised with building management to address maintenance issues in common areas or office spaces.
  • Helped guests with individual needs, offering information and assistance with issues.

Front Desk Manager

The Clifton
Charlottesville, US
06.2008 - 05.2009
  • In charge of all front desk operations, keeping an eye on the hotel's reputation, employee productivity, and operational efficiency.
  • Responded to guest reviews on TripAdvisor, Booking.com, and other websites within 48 hours.
  • Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Prepared daily reports detailing reservations, check-ins, check-outs, revenue generated, and any notable incidents.
  • Utilized property management software effectively to manage reservations, billing information, and guest profiles accurately.
  • Collaborated with housekeeping and maintenance teams to address any room issues or concerns promptly.
  • Trained new employees on front desk procedures, software systems, and customer service practices.
  • Coordinated staff scheduling to maintain adequate coverage during peak hours.
  • Implemented improvements to front desk processes based on guest feedback or observed inefficiencies.
  • Investigated customer complaints, identifying and changing processes to remove faults.

Education

Bachelor of Science - Government

Liberty University
Lynchburg, VA
05.2013

Skills

  • Customer engagement
  • Healthcare experience and medical terminology knowledge
  • Multichannel communication
  • Customer relationship management
  • Call center management
  • Problem-solving skills
  • Account management
  • Strong time management skills
  • Excellent communication skills
  • Experience with Athenahealth, eClinicalWorks, CRM and Salesforce
  • ICD coding
  • Policy adherence
  • Microsoft Office proficiency
  • Authorization specialist
  • Information entry

Languages

English, Native

Timeline

Member Support Services (Remote Call Center)

Groups Recover Together
04.2023 - Current

Shelter Monitor/Intake Coordinator

PACEM
04.2021 - 06.2023

Server/Bartender

Texas Roadhouse
10.2019 - 03.2020

Account Manager/Bookkeeper

James E. Ayers & Associates, Inc.
12.2018 - 06.2019

Internet Sales Manager

Brown Jeep Chrysler Dodge Ram
07.2016 - 12.2018

Sales

Ashbury International Group
03.2015 - 08.2016

Personnel Coordinator

Maxim Healthcare Services
08.2010 - 03.2011

Front Desk Receptionist

Farmington Country Club
05.2009 - 08.2010

Front Desk Manager

The Clifton
06.2008 - 05.2009

Bachelor of Science - Government

Liberty University

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