Kristine Brown
Round Rock,TX
Summary
Highly motivated and positive individual with great organizational and communication skills. Customer service master and efficient problem solver. Deftly manages administrative functions while delivering thorough answers and solutions to foster exceptional customer experiences.
Overview
25
25
years of professional experience
Work History
Business Office Specialist
USPI- United Surgical Partners International
08.2022 - 04.2023
- Developed correspondence letters, memos, and emails.
- Operated telephone console to receive incoming calls.
- Utilized office system to schedule clients' appointments per centralized scheduling guidelines.
- Maintained computers, telephone systems, copiers and fax machines.
- Performed clerical duties by typing, filing, copying, faxing and completing and submitting forms.
- Responded to inquiries from callers seeking information.
- Engaged with customers to build business relationships.
- Reviewed invoices, payment requests, advance requests, expense reimbursements, and proper coding, prior to approval.
Customer Service Agent, Contract
BCforward/for TMHP, FCOA, Private Payer
09.2019 - 06.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Adapted to new applications and maintained knowledge of current technologies.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Facilitated communications through management of inbound and outbound customer calls.
- Contacted customers to return routine and general calls promptly.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Documented patient interactions and interventions in EPIC EMR.
Customer Service Agent
Randstad Agency for Conduent/TxTag
03.2018 - 05.2018
- I was rewarded with PTO for being a top performer with data entry, assisting customers with toll bills and web support.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Adapted to new applications and maintained knowledge of current technologies.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Provided primary customer support to internal and external customers.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Customer Service Agent
FedEx Café/software support tech HARTE-HANKS, INC
10.2012 - 07.2016
- I was consistent in maintaining KPI and earning wage increases as a result
- Assisted customers with tracking packages and scheduling pickups for domestic delivery Customer service for the web site
- Work directly with customers and Account Executives to assist the customer with install and troubleshoot the software, as well as, technical support for billing reporting and International shipping A
- Assisted account holders with troubleshooting and installing proprietarily software, often trough remote access, for mass shipping accounts
Senior Customer Service Advocate
SEARS HOLDINGS
07.2009 - 01.2012
- I was consistent in all metrics to earn merit raises within the departments
- Performed Case Management for Sears customer dispute issues
- Resolved customer complaints regarding delivery, returns and credit issues
- Responsible for entry to multiple screen applications posting accurate notes of issue resolution and ensuring customer satisfaction.
Substitute Teacher/non, teacher
MOHAVE VALLEY SCHOOL DISTRICT
09.1998 - 01.2009
- Created and carried out the lesson plans and keep the standards and testing up to state mandates standards
- Implemented the curriculum, taught the lessons, assigned materials and graded the work
- Conducted parent teacher communications and meetings
- Extensive training in continuing education
- Attended all staff meetings
- Teaching assignments were for the full school year.
Education
No Degree - Dental Assisting/Medical Office Management
03.1984
- Honor Roll 4th MOD 1983
- Honor Roll 6th MOD 1983
- Honors Scholarship Recipient
No Degree - Early Childhood Education
05.1994
- Dean's List Fall of 1992
- Dean's List Spring of 1993
Skills
- Call center customer service
- MS Office
- Accelerated learning
- Classroom training/facilitating
- Process driven and organizational
- Customer Care
- Standards Compliance
- Process Improvement
- Patient Interviews
- Information Assistance
- Inquiry Requests
- Financial Documentation
- Office Supplies and Inventory
- Customer Satisfaction
- Online Systems
- Medical Records Retrieval
- Microsoft Office Suite Proficiency
- Cash Reconciliation
- Reminder Calls
- HIPAA Guidelines
- Departmental Support
- Call Transfers
- Customer Inquiries
- Postage Meter
- Patient File Updates
- Diagnostic Codes
- Patient Data Management Systems
- Business Information System
- Phone Call Direction
- Customer Experience
- Credit Card Systems
- Past Due Account Management
My hobbies are to refurbish and resale flea market finds
I love to go to flea markets or garage sales and find things to refurbish. An old dresser can become a bar or a shoe organizer. An old crate can become a shabby chic wall shelf. The thrill of the find and the clever bargaining skills are invigorating. Sharing the makeover with my family and then selling the piece is how we make money for our family vacations. Thinking outside of the box is a great skill to have when hunting for items; then turning them in to functional "new" pieces is rewarding. That is why I like to go to flea markets as much as possible.
Timeline
Business Office Specialist - USPI- United Surgical Partners International
08.2022 - 04.2023
Customer Service Agent, Contract - BCforward/for TMHP, FCOA, Private Payer
09.2019 - 06.2021
Customer Service Agent - Randstad Agency for Conduent/TxTag
03.2018 - 05.2018
Customer Service Agent - FedEx Café/software support tech HARTE-HANKS, INC
10.2012 - 07.2016
Senior Customer Service Advocate - SEARS HOLDINGS
07.2009 - 01.2012
Substitute Teacher/non, teacher - MOHAVE VALLEY SCHOOL DISTRICT
09.1998 - 01.2009
National Education Center-Bryman Campus - No Degree, Dental Assisting/Medical Office Management
Santa Monica College - No Degree, Early Childhood Education
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