Krista Reed
Independence,MO
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
10
10
years of professional experience
Work History
Executive Response Specialist Back-up
GEHA
01.2023 - Current
- Followed all company policies and procedures to deliver quality work.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed effective improvement plans in alignment with goals and specifications.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Created and managed project plans and timelines.
Customer Response Specialist
GEHA
08.2021 - 01.2023
- Analyzing problems, collecting facts and data to find solutions without compromising customer satisfaction.
- Reviews work, finding errors or room for improvement.
- Team player, can work under intense and unknown circumstances.
- Resolves issues with a first contact resolution.
- Effective written and verbal skills.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded proactively and positively to rapid change.
- Followed all company policies and procedures to deliver quality work.
- Evaluated customer needs and feedback to drive product and service improvements.
Universal Customer Care Representative
GEHA
01.2020 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered prompt service to prioritize customer needs.
- Trained staff on operating procedures and company services.
- Identified and resolved discrepancies and errors in customer accounts.
Dental Customer Care Representative
GEHA
11.2019 - 01.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Navigated multiple computer systems and applications to find information.
Associate Dental Verification Specialist
GEHA
05.2017 - 11.2019
- Verified client information by analyzing existing evidence on file.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Updated patient records with accurate, current insurance policy information.
- Trained new staff on current, correct insurance verification procedures.
- Assisted patients with understanding personalized insurance coverage and benefits.
Account Manager
Aaron’s
12.2014 - 05.2017
- Built relationships with customers and community to promote long term business growth.
- Negotiated prices, terms of sales and service agreements.
- Achieved or exceeded company-defined sales quotas.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Contributed to event marketing, sales and brand promotion.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Education
High School Diploma -
Belford High School
Skills
- Active Listening
- Problem Solving
- Critical Thinking
- Customer Relations
- Product Knowledge
- Conflict Resolution
- Communication
- Escalation Resolution
- Management Reporting
- Decision Making
- Leadership
- Adaptability
- Quality assurance
- Business reporting
- Troubleshooting techniques
- Management and team collaboration
- Coaching and mentoring
- Cross-functional teamwork
- Goal setting
Professional References
- Charlene Milligan, 816-810-5748
- Stefanie Ford, 816-269-7628
- Danielle Karney, 816-518-9766
Timeline
Executive Response Specialist Back-up
GEHA
01.2023 - Current
Customer Response Specialist
GEHA
08.2021 - 01.2023
Universal Customer Care Representative
GEHA
01.2020 - 07.2021
Dental Customer Care Representative
GEHA
11.2019 - 01.2020
Associate Dental Verification Specialist
GEHA
05.2017 - 11.2019
Account Manager
Aaron’s
12.2014 - 05.2017
High School Diploma -
Belford High School
Similar Profiles
Latonya LenardLatonya Lenard
Sr. Workforce Management Leader at GEHASr. Workforce Management Leader at GEHA
Tysha ManningTysha Manning
Check Specialist at GEHACheck Specialist at GEHA
Sandra TackerSandra Tacker
Contract Specialist at GEHAContract Specialist at GEHA