Kristina Adams
Jacksonville,Florida
Summary
Customer service representative with 10 years of experience providing professional service and attention to customers, plus a proven track record of providing quick and friendly assistance. Maintain a compassionate and positive attitude and a friendly and welcoming demeanor during customer interactions
Overview
18
18
years of professional experience
Work History
Claims Specialist
CVS Health
05.2022 - 09.2025
- Resolved claims disputes, requests for clarification, and appeals in an efficient and timely manner
- Developed a database of medical providers and providers in the U.S., resulting in increased quality of service provided to customers
- Conducted proactive investigations of claims fraud, resolving fraudulent claims per year
- Processed complex claims efficiently, ensuring adherence to company policies and regulatory requirements.
- Conducted thorough reviews of claim submissions, enhancing accuracy and reducing errors in adjudication.
Customer Service Representative
UnitedHealthcare
03.2018 - 12.2022
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Created a new customer database by entering customer information into a database
- Resolved customer inquiries effectively, ensuring a positive service experience.
- Utilized CRM systems to track and manage customer interactions efficiently.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Customer Service Representative
Humana
05.2014 - 01.2018
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Created a new customer database by entering customer information into a database
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Analyzed customer feedback to identify areas for service improvement and implement solutions.
- Assisted in training new representatives on company policies and customer service best practices.
- Resolved customer inquiries and issues through effective communication and problem-solving skills.
Shift Manager
Taco Bell
08.2007 - 10.2013
- Lifted the morale of employees by improving efficiency and boosting employee job satisfaction
- Aligned departmental policies and practices with company standards to improve efficiency and customer service
- Established new scheduling procedures for on-call shifts and production lines, resulting in a reduction in employee absences
- Supervised daily operations to ensure adherence to company standards and policies.
- Trained and mentored team members on best practices and operational procedures.
- Implemented process improvements that enhanced workflow efficiency and productivity.
Education
Diploma -
Robert E Lee Senior High School
Jacksonville, FL07.2007
Skills
- Computer skills, Customer service, Communication skills, Microsoft office, Computer literacy, Microsoft word, Windows, Microsoft excel
- Verbal communication
- Microsoft office
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
Timeline
Claims Specialist
CVS Health
05.2022 - 09.2025
Customer Service Representative
UnitedHealthcare
03.2018 - 12.2022
Customer Service Representative
Humana
05.2014 - 01.2018
Shift Manager
Taco Bell
08.2007 - 10.2013
Diploma -
Robert E Lee Senior High School