Summary
Overview
Work History
Education
Skills
Timeline
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Martha Keeling

Cincinnati,Ohio

Summary

Adept at navigating complex customer service scenarios, I excelled at UC Health Business Center by mastering software systems and enhancing client satisfaction through effective problem resolution and empathetic communication. My mentorship of new hires and commitment to ongoing development highlight my teamwork skills and dedication to excellence in customer support.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

17
17
years of professional experience

Work History

Call Center Representative

UC Health Business Center
05.2019 - Current
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.

patient care coord

Humana Inc
12.2008 - 11.2025
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.

Education

ASSOCIATE BUSINESS MANAGEMENT - ASSOCIATE BUSINESS MANAGEMENT

Fort Valley College
Fort Valley, GA
06-1988

High School Diploma -

Taylor County High
Butler , Georgia
05-1986

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Customer service
  • Resolving issues
  • Communicating with clients
  • Complaint resolution
  • Calm disposition
  • Logging call information
  • Training experience
  • Teamwork and collaboration
  • Understanding customer needs
  • Calm and professional under pressure
  • Problem resolution

Timeline

Call Center Representative

UC Health Business Center
05.2019 - Current

patient care coord

Humana Inc
12.2008 - 11.2025

ASSOCIATE BUSINESS MANAGEMENT - ASSOCIATE BUSINESS MANAGEMENT

Fort Valley College

High School Diploma -

Taylor County High

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Martha Keeling