Kristina L. Brown
Fort Myers
Summary
Diligent dispatcher with solid track record in coordinating and managing dispatch operations. Proven expertise in optimizing schedules and ensuring timely deliveries. Demonstrated ability to lead teams effectively and adapt to fast-paced environments.
Overview
14
14
years of professional experience
Work History
Lead Dispatcher
Best Home Services
10.2024 - Current
- Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Assisted in updating company policies related to dispatch operations, maintaining compliance with industry standards and regulations.
Customer Experience Specialist
Best Home Services
07.2024 - 10.2024
- Provided information and solutions to resolve complaints and improve customer experience.
- Optimized the balance between company policies and customer satisfaction when addressing problems.
- Maintain comprehensive records of customer interactions, detailing inquiries and complaints handled.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
Employee Specialist (Contract Remote Position)
SureCo
09.2023 - 01.2024
- Built and maintained strong rapport with employees through phone and Zendesk to efficiently resolve insurance plan inquiries.
- Maintained accurate records of queries and resolutions using Zendesk.
- Thorough understanding of insurer's web portals, online applications, and payment procedures.
- Conduct audits and reviews of plan rates within designated territory.
- Collaborated with carriers to validate plan options within designated regions.
Customer Service Representative - Level II (Remote)
Multiplan
03.2022 - 10.2022
- Facilitate accurate and effective communication with members, providers.
- Conducted research and verification to address queries for retention outcomes.
- Achieve accurate data management in all company databases.
- Addressed inquiries from clients, providers and members via online portal with precision.
- Communicate information between departments in a timely manner to expedite resolution to inquiries
- Instructed less experienced colleagues in meeting company targets.
Customer Service Representative - Level I (Remote)
Multiplan
08.2021 - 03.2022
- Ensure clear communication with providers and members.
- Resolved complex inquiries to ensure customer satisfaction.
- Accurately enter acquired information into each system used by the company.
- Facilitate interdepartmental communication for rapid inquiry resolution.
Appointment Team (Remote)
WEL Companies
06.2020 - 06.2021
- Scheduled pickup and delivery appointments across various locations nationwide.
- Managed updates to scheduling processes for delayed shipments impacted by unforeseen issues.
- Coordinated communication between shippers, receivers, and drivers.
- Accurately reserved loads using multiple web-based platforms and DOS programs.
Office Administrator
Access Prosthetics
03.2018 - 06.2020
- Facilitated patient check-ins and check-outs for appointments.
- Ensured accurate assignment of medical codes for patient services and equipment.
- Reviewed patients' insurance coverage and secured necessary prior authorizations.
- Processed insurance claims for services received.
- Posted any incoming payments to corresponding patient accounts.
- Prepared invoices highlighting pending account dues on a regular basis.
Referral Specialist
HME Home Medical
10.2016 - 03.2018
- Authenticated patient insurance benefits and secured prior authorizations as necessary.
- Logged CMN requests from providers.
- Processed carrier claims with precision while coordinating seamless order completion.
- Responded to customer inquiries via phone with accurate information.
Customer Service Representative
Wisconsin Physician Services
11.2014 - 10.2016
- Ensured exceptional service for members' insurance inquiries.
- Analyzed member benefits and communicated findings.
- Assessed claim data and communicated exact status information.
Repair Department Coordinator
Cellcom
12.2010 - 10.2014
- Delivered outstanding customer service within tight deadlines.
- Streamlined processes for packaging and transporting phones to manufacturers.
- Showcased competency across various technological platforms.
- Performed precise data entry across multiple platforms and websites.
Education
Associate Degree - Business Management
Northeast Wisconsin Technical College
Green Bay, WI05.2013
Skills
- Quick decision making
- Prioritizing calls
- Motivational skills
- Data entry
- Route planning
- Incident reporting
- Dispatching field personnel
- Delegating work
- Updating logs
- Training new hires
- Scheduling expertise
- Monitoring field personnel
- Adjusting routes
- Strong leadership
- Problem-solving
- Time management
- Attention to detail
- Team collaboration
- Multitasking and organization
- Active listening
- Dispatching procedures
- Decision-making
- Dispatch coordination
- Stress tolerance
- Map reading
- Conflict resolution
- Database management
- Software proficiency
- Critical thinker
- Quick thinking
- Teamwork and collaboration
- Multitasking Abilities
- Effective communications
Timeline
Lead Dispatcher
Best Home Services
10.2024 - Current
Customer Experience Specialist
Best Home Services
07.2024 - 10.2024
Employee Specialist (Contract Remote Position)
SureCo
09.2023 - 01.2024
Customer Service Representative - Level II (Remote)
Multiplan
03.2022 - 10.2022
Customer Service Representative - Level I (Remote)
Multiplan
08.2021 - 03.2022
Appointment Team (Remote)
WEL Companies
06.2020 - 06.2021
Office Administrator
Access Prosthetics
03.2018 - 06.2020
Referral Specialist
HME Home Medical
10.2016 - 03.2018
Customer Service Representative
Wisconsin Physician Services
11.2014 - 10.2016
Repair Department Coordinator
Cellcom
12.2010 - 10.2014
Associate Degree - Business Management
Northeast Wisconsin Technical College
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