Hi, I’m
Kristina Williams
Customer Service Rep
Springville,United States
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
18
years of professional experience
Work History
University of Alabama at Birmingham
Patient Account Representative
2024.04 - Current (5 months)
Job overview
- Manage patient accounts, ensuring accurate billing and timely collections
- Analyze financial data to identify trends and optimize revenue cycle processes
- Drive improvements in account resolution, reducing outstanding balances and enhancing patient satisfaction
- Implement efficient workflows for faster claim processing
- Liaise between patients, insurance companies, and healthcare providers to resolve complex billing issues
- Foster positive relationships to streamline communication
- Meticulously review and update patient records, ensuring compliance with healthcare regulations
- Conduct thorough audits to maintain data accuracy
- Provide compassionate assistance to patients navigating financial aspects of healthcare
- Offer tailored payment solutions and educate on insurance benefits.
Robert Half
Intake Specialist/Customer Engagement
2022.03 - 2024.03 (2 years)
Job overview
- Managed client intake process, enhancing customer engagement and satisfaction
- Streamlined communication channels, resulting in faster response times and improved service quality
- Analyzed customer data to identify trends and opportunities
- Implemented data-driven strategies that led to a substantial increase in client retention rates
- Exceeded intake targets consistently, contributing to department growth
- Developed and executed engagement strategies that boosted customer loyalty metrics
- Pioneered new intake methodologies, optimizing efficiency and accuracy
- Introduced creative solutions for customer engagement, enhancing overall experience and satisfaction levels
- Fostered strong relationships with cross-functional teams to ensure seamless client onboarding
- Facilitated effective communication between departments, improving overall operational efficiency
- Optimized client intake process, boosting customer satisfaction and retention rates
- Implemented data-driven strategies for enhanced service quality and faster response times.
Promontory Mortgage
Junior Loan Processor
2020.10 - 2022.01 (1 year & 3 months)
Job overview
- Processed loan applications efficiently, reducing turnaround time and improving client satisfaction
- Implemented streamlined procedures, resulting in measurable productivity gains
- Optimized loan processing workflow, enhancing efficiency and reducing turnaround time
- Implemented data-driven strategies for improved decision-making and risk assessment
- Drove process improvements that led to measurable productivity gains
- Consistently met and exceeded performance targets, contributing to enhanced client satisfaction
- Pioneered streamlined procedures in loan application review, significantly reducing processing time
- Introduced innovative solutions to complex underwriting challenges
- Fostered strong relationships with underwriters and loan officers, facilitating smooth information flow
- Actively participated in cross-functional teams to optimize loan processing.
Magnolia Lane
Data Entry Specialist/Customer Service
2014.03 - 2020.07 (6 years & 4 months)
Job overview
- Ensured meticulous accuracy in document verification and compliance checks
- Developed and maintained comprehensive loan files, adhering to regulatory standards
- Streamlined data entry processes, reducing errors by implementing robust validation checks
- Managed high-volume data with precision, ensuring accuracy in critical records
- Boosted data processing efficiency through innovative macro creation, leading to substantial time savings
- Consistently met tight deadlines while maintaining data integrity
- Fostered strong interdepartmental relationships, facilitating smooth information flow
- Actively participated in team projects to enhance data management systems
- Meticulously maintained and updated extensive databases, ensuring data accuracy and completeness
- Developed and implemented quality control measures for data verification
- Proposed and implemented new data entry techniques, significantly improving workflow efficiency
- Adapted quickly to new software systems, enhancing overall productivity.
Wells Fargo Home Mortgage
Mortgage Loan Processor
2009.02 - 2014.02 (5 years)
Job overview
- Processed mortgage applications, ensuring compliance with lending regulations
- Analyzed financial documents to assess loan eligibility
- Streamlined workflow, reducing processing time
- Managed high-volume loan pipeline, consistently meeting tight deadlines
- Collaborated with underwriters to resolve complex cases
- Improved approval rates through thorough documentation review
- Verified loan application accuracy, catching discrepancies that could lead to defaults
- Maintained meticulous records for audit purposes
- Ensured all regulatory requirements were met
- Coordinated with various departments to expedite loan processing
- Provided clear communication to applicants throughout the mortgage process
- Fostered positive relationships with clients and colleagues
- Implemented new processing techniques, enhancing efficiency
- Adapted quickly to evolving mortgage industry regulations
- Proposed solutions to streamline application review procedures
- Scrutinized financial documents to determine loan eligibility, ensuring compliance with lending regulations and minimizing risk exposure.
Central State Bank
Loan Operations Specialist
2006.05 - 2009.02 (2 years & 9 months)
Job overview
- Streamlined loan approval processes, reducing turnaround time and enhancing customer satisfaction
- Implemented risk assessment models for improved decision-making
- Managed a diverse loan portfolio, consistently meeting targets
- Developed strategies to minimize default rates, contributing to the bank's financial stability
- Ensured compliance with regulatory requirements in loan operations
- Conducted thorough document reviews, maintaining accuracy and mitigating legal risks
- Introduced digital loan application system, enhancing efficiency and user experience
- Collaborated with IT team to optimize loan tracking and reporting tools
- Fostered strong relationships with underwriters and credit analysts
- Facilitated seamless communication between departments, improving overall loan processing workflow
- Conducted comprehensive risk assessments, enhancing loan decision-making processes and contributing to the bank's financial stability.
Education
Mortimer Jordan High School
High School Diploma
01.2002
Skills
- Typing
- Customer Service Representatives
- Communication
- Phone Etiquette
- Analytical Skills
- Mortgage Lending
- Banking
- Customer Service
- Data Entry
- Microsoft Excel
- HIPAA Compliance
- Payment Processing
References
- Lauren Jones, MAGNOLIA LANE, 205-482-8974
- Ida Wells, ILLINOIS HOUSING AUTHORITY, 312-836-7443
- Kristi Blankenship, UAB MEDICINE, 256-590-4509
Timeline
Patient Account Representative
University of Alabama at Birmingham
2024.04 - Current (5 months)
Intake Specialist/Customer Engagement
Robert Half
2022.03 - 2024.03 (2 years)
Junior Loan Processor
Promontory Mortgage
2020.10 - 2022.01 (1 year & 3 months)
Data Entry Specialist/Customer Service
Magnolia Lane
2014.03 - 2020.07 (6 years & 4 months)
Mortgage Loan Processor
Wells Fargo Home Mortgage
2009.02 - 2014.02 (5 years)
Loan Operations Specialist
Central State Bank
2006.05 - 2009.02 (2 years & 9 months)
Mortimer Jordan High School
High School Diploma
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