Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Kristina Bates

Jacksonville

Summary

In a work environment, I am a trained, and knowledgeable member of a team because I can help meet customers' needs and demands by providing outstanding customer service. I am self-motivated, attentive to detail, proficient in use of computers, and seasoned in active listening. I am very Courteous with a strong customer service orientation. I have strong communication, multi-tasking, & negotiation skills that I know is required when entering a new job. I have strong computer navigation skills and PC Knowledge. I also have the ability to remain calm under pressure and work in a concise, clear and focused manner. I have the Ability to learn and the needed Tolerance for repetitive work in a fast-paced environment. Although I have an exceptional ability to work as a team member, I also possess the skills to work independently as well.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Licensed Life Insurance Agent & District Leader

Primerca Financial Services
05.2018 - Current
  • Prospect individuals in search of a Financial Freedom
  • Help individuals and cater to customer needs at all times
  • Call potential clients to expand my customer base
  • Maintain responsibility for setting personal schedules and building clientele rosters
  • Sell investment plans and insurance packages
  • Interview prospective clients to get data about their financial resources and discuss existing coverage

Healthcare Member Experience Advisor

Nations Benefits
11.2023 - 11.2024
  • Resolved member inquiries at the first point of contact, whenever possible, making it easy to do business with NationsBenefits
  • Ability to remain confidential with all proprietary information
  • Provided knowledge and in-depth advice for each line of business we serve; hearing, OTC, PERS, and Insurance
  • Worked independently and capable of exercising excellent judgment to resolve operational and Member related issues that arise
  • Engaged with a compassionate, energetic, and enthusiastic attitude
  • Ensured inbound calls are answered in accordance with individual Healthcare Client Brand Service Standard
  • Provided prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first-call resolution achievement objectives
  • Have the ability to work from home remotely with no distractions and effectively

Front Desk Coordinator

Brooks Rehabilitation
01.2022 - 08.2023
  • Provide a positive patient experience through patient engagement
  • Assure benefits have been verified, authorization was received, and review intake documents for completion before the evaluation and follow-up treatments per insurance guidelines
  • Scheduling patients' follow up appointments per insurance guidelines and plan of care prescribed by evaluating clinician
  • Collect co-payments, co-insurance, and deductible at time of service
  • Ability to multi-task in a fast-paced environment
  • Maintaining patient records and accounts by obtaining, recording, and updating the account
  • Maintain communication with the center manager and provider relations specialist
  • Effectively communicate both verbally and written with referral sources and vendors

Account Specialist

Venus Fashions Inc.
10.2019 - 01.2021
  • Answer inbound calls from our customers regarding their fashion purchases
  • Key orders, credits, notes, and other data into our Quick Order Processing (QOP) system
  • Make outbound calls to customers, when needed
  • Answer questions about product availability, product specifications, pricing, and other questions customers may have about items or orders
  • Communicate with customers via phone and follows standard procedures for taking orders, catalog requests, catalog name removals, and other requests
  • Resolve any problems customers had with their order, which includes but is not limited to making financial adjustments, re-shipping merchandise, and expediting an order
  • Communicate problem resolution to customers and probe to ensure customer is satisfied with resolution
  • Follow standard processes and procedures for referring an issue to support staff or other departments
  • Adhere to work schedule, including any overtime that may be required

Customer Account Specialist

BERNARD
03.2017 - 01.2018
  • Listen and respond to customers needs and concerns
  • Provide information about products and services
  • Review or make changes to customer accounts
  • Record details of customer contacts and actions taken
  • Effectively utilize call flow and operating processes ensuring a consistent and quality experience to the customer
  • Schedule confirm, and cancel appointments as directed by policies and procedures
  • Outbound route scheduling
  • Answer multi-line telephone
  • Schedule all incoming service requests
  • Respond to and disperse answering service messages
  • Provides customer support by phone, email, or instant message to business customers
  • Serves as primary contact for inbound customer issues
  • Escalates more technical product-related issues to the proper Product Support department
  • Point of contact for general customer service
  • Specializes in customer resolution
  • Troubleshoots customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems
  • Updates customer information and ensures accurate entry of contact information
  • Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time
  • Tracks and documents inbound support requests and ensures proper notation of customer problems or issues

Sales and Service Representative

Convergys/ ATT
01.2012 - 03.2017
  • Clarified customer requirements
  • Probed for and confirm understanding of requirements or problem
  • Confirmed customer understanding of the solution and provide additional customer education as needed
  • Prepared complete and accurate work and update customer Info
  • Maintained broad knowledge of products, pricing, promotions, procedures, and other important issues
  • Responsible for achieving specific sales business targets and maximizing sales opportunities on each and every call
  • Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Listened attentively to customer needs and concerns
  • Demonstrated empathy
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Gathered and verified all required customer information for tracking purposes

Education

GED -

Florida State College of Jacksonville
Jacksonville, FL
01.2011

Skills

  • PROBLEM SOLVER
  • Insurance Sales
  • Cold Calling
  • CUSTOMER SERVICE
  • Medical scheduling
  • Live Chat
  • Data Entry
  • Customer Service Skills
  • Salesforce
  • Cash Handling
  • Microsoft office
  • Cash Register
  • Health Insurance
  • Troubleshooting
  • Office experience
  • Front desk
  • Computer skills
  • Medical receptionist
  • Customer Support
  • GOAL-ORIENTED
  • Administrative experience
  • Medical Office Experience
  • Patient service
  • Sales Support
  • Medical records
  • Appointment scheduling

Certification

2-40 Health Insurance License, 08/01/18, Present

Awards

  • Top Quality Assurance, 03/01/24, I received an award from Nations Benefits for outstanding Quality Assurance.
  • DS TEAM MEMBER SPOTLIGHT, 09/01/17, Received a certificate for being recognized for outstanding achievement.

Timeline

Healthcare Member Experience Advisor

Nations Benefits
11.2023 - 11.2024

Front Desk Coordinator

Brooks Rehabilitation
01.2022 - 08.2023

Account Specialist

Venus Fashions Inc.
10.2019 - 01.2021

Licensed Life Insurance Agent & District Leader

Primerca Financial Services
05.2018 - Current

Customer Account Specialist

BERNARD
03.2017 - 01.2018

Sales and Service Representative

Convergys/ ATT
01.2012 - 03.2017

GED -

Florida State College of Jacksonville

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Kristina Bates