KRISTIE MAYS
Columbus,GA
Summary
Customer Service Representative with diverse experience in healthcare, insurance, and retail sectors. Expertise in remote support, claims resolution, and CRM documentation. Committed to delivering quality service and fostering positive customer relationships.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Conduent Call Center
08.2024 - Current
- Document and manage 60+ customer calls and complaints daily using CRM systems to ensure accurate record-keeping and timely follow-up.
- Resolved customer inquiries efficiently, consistently meeting service quality standards and enhancing customer satisfaction.
- Escalated complex account issues while providing personalized support to ensure resolution and maintain customer trust.
Customer Service Representative
Highmark Blue Cross Blue Shield
08.2025 - 06.2026
- Managed high-volume correspondence through CRM and ticketing systems, ensuring timely case documentation.
- Resolved provider inquiries regarding claims, eligibility, and benefit coverage with accurate policy interpretation.
- Resolved escalated service issues by researching policy details and documenting accurate case notes.
- Managed provider inquiries regarding eligibility, claims, authorizations, and enrollment requirements.
Customer Service Representative
Highmark Blue Cross Blue Shield
08.2025 - 06.2026
- Performed offline claims resolution, researching issues to ensure accurate, timely outcomes.
- Reviewed claim information across healthcare and insurance systems to ensure data integrity.
- Provided Provider Services support by addressing provider-related questions and service needs.
- Documented customer interactions, claim activity, and work completed in CRM platforms to maintain accurate records.
- Performed offline claims resolution work, researching claim-related issues and supporting accurate, timely outcomes.
- Resolved customer concerns while ensuring service quality and fostering a positive member/provider experience.
- Worked remotely to support team operations
Senior Resolution Coordinator
Walmart
07.2023 - 07.2024
- Resolved escalated customer concerns, enhancing satisfaction and retention.
- Utilized de-escalation techniques to address issues, achieving performance goals.
- Resolved customer and associate issues through case review, policy interpretation, and timely follow-up.
- Documented complaints, resolutions, and escalation notes using internal tracking systems.
- Coordinated communication between stores, support teams, and leadership to close pending cases.
Customer Service Representative
Highmark Blue Cross Blue Shield
08.2022 - 06.2023
- Responded to customer inquiries through various communication channels. using multiple systems and databases.
- Recorded customer interactions in CRM platforms to ensure accurate tracking and follow-up.
- Delivered support through phone, email, and live chat to enhance customer satisfaction.
Senior Customer Service Advocate
IQOR
01.2021 - 03.2022
- Supported customers with payment processing, account management, and resolution of service requests to ensure satisfaction.
- Facilitated effective communication by handling numerous inbound and outbound calls, ensuring customer satisfaction.
- Resolved complex customer inquiries while maintaining quality standards and call handling efficiency.
- Managed escalated complaints, applying de-escalation techniques to preserve customer satisfaction and retention.
- Documented interactions accurately in CRM systems, ensuring complete case histories and compliant records.
Customer Service Representative
Anthem
10.2019 - 05.2020
- Resolved customer inquiries to enhance satisfaction and foster positive relationships.
- Resolved inbound customer inquiries using scripted procedures and policy-based solutions.
- Documented call details accurately in CRM systems for complete account records.
- Navigated multiple applications to verify information and support customer requests.
Assistant Manager
Lucky Food Mart
01.2014 - 05.2019
- Coordinated daily store operations, supervised staff, and delivered customer service.
- Supervised daily store operations, ensuring smooth cashier, stocking, and customer service workflows.
- Trained new associates on POS procedures, product knowledge, and front-end standards.
- Monitored inventory levels, identified shortages, and coordinated timely replenishment with vendors.
Education
Associate of Applied Science - Medical
Miller-Motte Technical College
Columbus, Georgia01-2018
Skills
- Healthcare & Insurance Support
- Claims Resolution
- Provider Services
- CRM Systems
- Multi-channel support
- Account Management
- Call Escalation
- Conflict Resolution
- Complaint Documentation
- Customer Advocacy
- Customer Satisfaction
- Critical Thinking
- Team Collaboration
- Virtual Assistance
- Customer Satisfaction
Timeline
Customer Service Representative
Highmark Blue Cross Blue Shield
08.2025 - 06.2026
Customer Service Representative
Highmark Blue Cross Blue Shield
08.2025 - 06.2026
Customer Service Representative
Conduent Call Center
08.2024 - Current
Senior Resolution Coordinator
Walmart
07.2023 - 07.2024
Customer Service Representative
Highmark Blue Cross Blue Shield
08.2022 - 06.2023
Senior Customer Service Advocate
IQOR
01.2021 - 03.2022
Customer Service Representative
Anthem
10.2019 - 05.2020
Assistant Manager
Lucky Food Mart
01.2014 - 05.2019
Associate of Applied Science - Medical
Miller-Motte Technical College