Kristen Pitts
Ascensus
Richmond,TX
16
years of professional experience
Dedicated Customer Service Representative with over 10 years of experience in high-volume call center environments. Expertise in resolving customer issues on first contact, managing multiple systems, and ensuring compliance with policies. Background in healthcare and retirement benefits, appointment scheduling, and addressing complex inquiries while consistently achieving performance standards. Skilled in Salesforce, Microsoft Office, and remote support technologies.
Work History
Customer Service Representative -Remote
9 Months- Managed high-volume inbound calls for large portfolio of accounts, processed distributions, contributions, and rollovers with emphasis on accuracy and timeliness.
- Improved client satisfaction by educating clients on various IRA types and guiding them in informed decisions about retirement savings options.
- Accurately documented all client interactions in CRM and internal systems, delivering detailed records that met Ascensus quality, audit, and compliance standards.
- Resolved account discrepancies by working with internal teams and leadership, ensuring timely solutions and a consistent client experience.
Telephone Operator-Remote
3 Years 10 Months- Reduced call waiting times by efficiently managing high inbound call volumes while delivering professional compassionate customer service.
- Identified caller needs quickly and routed request to the best-qualified departments while relaying information in a timely manner.
- Quickly identified caller needs and routed requests to appropriate departments, ensuring timely information relay.
- Collaborated with supervisors to identify and resolve operational challenges within the department.
QIO Customer Service Representative
1 Year 7 Months- Completed Medicare beneficiary healthcare appeals and answered service related questions through beneficiary helpline.
- Collected and verified provider information while adhering to strict privacy and regulatory compliance requirements.
- Maintained calm professionalism in stressful situations to effectively diffuse tensions.
- Researched complex healthcare cases across multiple internal systems to provide accurate information.
- Researched complex healthcare cases using multiple internal systems.
- Communicated professionally with medical, insurance, and administrative groups to ensure seamless information exchange.
Salon Coordinator
4 Years 8 Months- Coordinated appointment scheduling and customer service communication through phone and electronic channels to enhance client satisfaction.
- Scheduled appointments and coordinated customer services through phone and electronic communication.
- Resolved scheduling and service concerns to ensure exceptional customer experiences.
- Handled multiple priorities effectively in a fast-paced environment to maintain service quality.
Alarm Dispatch Operator
1 YearTelephone Sales Associate
3 Years 6 MonthsEducation
Associate of Applied Science
Skills
High-volume call support
Healthcare customer service
First Call Resolution (FCR)
Claims support
Appointment Scheduling
Provider communication
CRM navigation
Salesforce
Microsoft Outlook
Microsoft Teams
HIPAA awareness
Remote support
Account Management
Inbound Support
Escalation
Timeline
Customer Service Representative -Remote
Ascensus
11.2025 - CurrentRead More
Telephone Operator-Remote
CHN Housing Partners
02.2021 - 12.2024Read More
QIO Customer Service Representative
KEPRO
08.2018 - 03.2020Read More
Salon Coordinator
Fame Studios / Headlines by Defranco
12.2014 - 08.2019Read More
Alarm Dispatch Operator
Quick Response Alarm Monitoring
11.2013 - 11.2014Read More
Telephone Sales Associate
Bank of America
04.2010 - 10.2013Read More
Texas State Technical College
Associate of Applied Science
Read More