Kristie Cook
Columbus,OH
Summary
Experienced professional skilled in client relations, medical records, compliance, client portfolio management, customer service, collections, medical terminology, technology, data entry, and high-volume workloads. Dedicated to delivering quality service, ensuring customer satisfaction, and maintaining professional relationships. Strong leader, problem-solver, and multitasker with a focus on streamlining operations and driving business results. Seeking a challenging position that utilizes interpersonal skills, time management, and problem-solving abilities.
Overview
14
14
years of professional experience
Work History
Customer Service Specialist
Contractor Utilizing The Arise Platform
01.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Maintained and managed customer files and databases.
- Resolved concerns with products or services to help with retention and drive sales.
Life Coach/Mentor
Krystal Clear Connections, LLC
01.2021 - Current
- Empowering and mentoring others to improve their lives, relationships, goal achievements and personal growth through life coaching and mentorship.
- Encouraged clients to set and achieve reasonable goals on weekly basis.
- Helped clients build life management and coping skills to handle daily needs and specific stressors.
- Listened to clients' concerns and provided encouragement and support.
Board Member
Homeowners Association, Alum Creek Village Community
09.2016 - Current
- As an elected community official, my shared responsibility is to ensure that all community governing documents are followed and enforced to include but not limited to vendor contracts, fiscal responsibilities and other community business.
- Collaborated with other board members to develop and execute programs and initiatives to advance organizational mission.
- Served as advocate and ambassador for organization by fully engaging, identifying, and securing resources and partnerships to advance mission.
- Presided over board meetings and conducted board business to address organizational objectives.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
Brand Ambassador
Self-employed
01.2009 - Current
- Represent clients through promotion of brand names, products and services, achieving desired results, including some numbers, such as number of impressions, number of products, goals met, etc.}
- Provide excellent customer service through proactive interaction with customers and sales prospects, receiving exceptional positive feedback.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Communicated product information with confidence and educated consumers about company.
- Conducted consumer surveys and analyzed purchasing trends.
- Engaged, educated, and befriended customers to deliver amazing shopping experience.
Seasonal Enumerator
US Census, Commerce
- Conduct research on behalf of the U.S
- Census Bureau by collecting household and demographic information by canvassing assigned areas and appropriately documenting and accurately reporting results.
- Executed follow up visits to houses to resolve survey issues or obtain additional information, expressing appreciation for participation and regret for inconvenience.
- Maintained records of houses visited, surveys completed and money spent.
Reading Tutor
Ohio Reading Corps
- Tutored students in elementary school in reading comprehension and literacy
- Students improved their test scores and learning outcomes.
- Offered one-on-one and small group instruction to foster opportunities for flexible and differentiated learning.
- Tracked learning progress to optimize tutoring methods and help students achieve goals.
- Conducted assessments to determine comprehensive understanding of materials.
- Structured activities for interactive learning, reading understanding and fluency skills.
- Identified learning needs and implemented fun and engaging learning activities to help students advance.
- Tutored diverse groups of students to strengthen subject comprehension, boost confidence and build important learning skills.
- Used flashcards and other techniques to test and improve memory through practiced information retrieval.
Commercial Utility Billing Processor
Cass Information Systems
- Accurately processed large portfolios, varying in value, of various commercial utility billing accounts in timely efficient manner.
- Posted payments into billing system to clear open obligations and prepared remittance advices for payments sent to lock box or corporate office.
- Set up customer accounts in company billing system to accurately send bills and apply payments received.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Customer Service/Web Support Agent
800 Flowers, Inc
- Provided excellent service via in-bound calls for customer sales, satisfaction, and service issues including web-support and inquest from internal departments & merchants, for a high volume of customers daily.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of fleet vehicles.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Admissions/Medical Insurance Specialist
Maryhaven, Inc
- Managed medical accounts, filed private, Medicare and Medicaid insurance claims, insurance verification, billing, collections, and data entry for accounts varying in value
- Processed manual and electronic admissions forms, created & maintained medical records, conducted face to face & telephone client interview admission sessions.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Processed billing calls and answered questions from patients and third-party carriers.
- Logged charges and payments within the business system.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Maintained accurate records of customer accounts, payments and payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Prepared and submitted legal documents to initiate court proceedings.
Medical Credit Collection Analyst
Rehabilitation & Subacute Institution
- Collected on delinquent medical accounts, recouping and achieving monthly recovery goals.
- Performed duties including research, skip-tracing, managed medical records, verification & filing medical insurance, drafting & preparing customer & insurance correspondence & paperwork, and submitted write-offs.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Worked with customer to create debt repayment plan based on current financial condition.
- Established relationships with customers to encourage payment of delinquent accounts.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Education
Certification - Technology
Per Scholas
Columbus, OH2022
Professional Certificate - Customer Service
Training
Columbus, OH2021
Certification - Health Information Systems
Columbus State Community College
Columbus, OH2011
Certification - Dental Assisting
Eastland Fairfield Career And Technical Schools
Groveport, OHHigh School Diploma -
Leilehua High School
Wahiawa, HISkills
- Medical Collection Negotiation/Medical Records/Insurance Verification/HIPPA/Medical Terminology/Medical Records/EMR Systems/Medicare Medicaid/ Accounts Payable Accounts Receivables
- Customer Service/ Sales/Portfolio Management/Email/Multi-line phone systems/Data Entry/Quality Assurance/Special Projects
- Call Center Business Office equipment, systems and technology/ Creative Problem Solving/Computer Systems/Remote Work Experience/ Multitasking skills/Customer Information Databases
Timeline
Customer Service Specialist
Contractor Utilizing The Arise Platform
01.2023 - Current
Life Coach/Mentor
Krystal Clear Connections, LLC
01.2021 - Current
Board Member
Homeowners Association, Alum Creek Village Community
09.2016 - Current
Brand Ambassador
Self-employed
01.2009 - Current
Seasonal Enumerator
US Census, Commerce
Reading Tutor
Ohio Reading Corps
Commercial Utility Billing Processor
Cass Information Systems
Customer Service/Web Support Agent
800 Flowers, Inc
Admissions/Medical Insurance Specialist
Maryhaven, Inc
Medical Credit Collection Analyst
Rehabilitation & Subacute Institution
Certification - Technology
Per Scholas
Professional Certificate - Customer Service
Training
Certification - Health Information Systems
Columbus State Community College
Certification - Dental Assisting
Eastland Fairfield Career And Technical Schools
High School Diploma -
Leilehua High School
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