Kristen Matheney
Trussville,AL
Summary
Dynamic Intake Specialist with a proven track record at Alexander Shunnarah Trial Attorneys, excelling in client assessment and community resource referral. Leveraging active listening and empathic communication, I effectively facilitated program engagement and enhanced client satisfaction, ensuring accurate record-keeping and streamlined processes for optimal service delivery.
Overview
3
3
years of professional experience
Work History
Intake Specialist
Alexander Shunnarah Trial Attorneys
Birmingham, AL
02.2024 - 07.2024
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Made referrals to utilize community resources for resident's needs.
- Answered and logged incoming inquiries via phone, fax and email.
- Maintained accurate and up-to-date records of client interactions and services provided.
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, legal status, and other pertinent information.
- Assessed client needs through initial interviews and consultations to determine appropriate services.
- Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
- Made outbound calls to providers to obtain information necessary to create or update authorization.
Customer Service Representative
Frontline Call Center
Hiram, GA
02.2021 - 12.2023
- Answered customer inquiries via phone, email, and chat.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
GED -
Chattahoochee Technical College
Dallas, GA07-2011
Skills
- Client assessment
- Record keeping
- Data entry
- Program knowledge
- Community resource referral
- Customer service
- Telephone etiquette
- Active listening
- Information gathering
- Empathic communication
Timeline
Intake Specialist
Alexander Shunnarah Trial Attorneys
02.2024 - 07.2024
Customer Service Representative
Frontline Call Center
02.2021 - 12.2023
GED -
Chattahoochee Technical College
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