Krystin Gordon
Garland,Texas
Summary
A personable and dedicated customer service representative with extensive experience in customer relations. Works hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role and/or department assigned.
Overview
6
6
years of professional experience
Work History
Patient Advocate (Temp)
Myriad Genetics
Remote
10.2023 - Current
- Explained complex medical terminology to patients and families in an understandable manner.
- Organized patient records and updated information in the hospital database system.
- Entered patient data into electronic health records accurately and efficiently.
- Verified insurance eligibility for patients prior to scheduling appointments or procedures.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
Member Service Representative
Cigna
Remote
05.2022 - 10.2023
- Reviewed claims for accuracy before submitting for billing.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
- Completed and submitted appeals for denied claims.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Customer Care Advocate
Toyota Financial Services
Remote
07.2021 - 04.2022
- Analyzed and updated all necessary changes to Salesforce software.
- Processed customer service requests via phone support and email support.
- Noted customer correspondence in CRM to track requests, problems and solutions.
- Audited internal data and processes to identify and manage initiatives, improving business performance.
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
Call Center Sales Representative
State Farm Insurance
12.2019 - 03.2020
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls from customers, providing prompt and accurate information.
- Assisted in training new call center staff members on proper procedures for handling calls and resolving customer issues.
- Researched relevant policy information to answer customer questions.
- Facilitated payment processing for premium payments and renewals.
Refinance Specialist
Capital One Auto Finance
07.2018 - 10.2019
- Processed loan applications and monitored progress from start to finish.
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services.
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
- Assisted customers by providing confirmations, answering questions and offering general information.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
Education
High School Diploma -
South Garland High School
Garland, TX06.2009
Associate's Degree -
Collin County College
Skills
- Efficient and Detail-Oriented
- Medical Insurance Rep
- Email Support
- Salesforce
- Zendesk
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Data Entry
- CRM Software
- LiveChat Support
- Microsoft Office
- Billing
- Call Control
- Call Handling
Timeline
Patient Advocate (Temp)
Myriad Genetics
10.2023 - Current
Member Service Representative
Cigna
05.2022 - 10.2023
Customer Care Advocate
Toyota Financial Services
07.2021 - 04.2022
Call Center Sales Representative
State Farm Insurance
12.2019 - 03.2020
Refinance Specialist
Capital One Auto Finance
07.2018 - 10.2019
High School Diploma -
South Garland High School
Associate's Degree -
Collin County College
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