Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Hi, I’m
Misty Ward
Customer care representative
Mount Sterling,KY
Summary
Overview
13
years of professional experience
6052
years of post-secondary education
1
Certificate
Work History
UberEATSLexington
Delivery Driver
05.2021 - Current
Job overview
- Use app to accept orders
- Deliver orders to correct location using directions provided by mobile device
- Communicate with customer to ensure great customer service
- Communicate with restaurants if any issues may arise
- Remain in contact with UberEats directly if there are any issues with order or customer concerns
Memories In The MakinMount Sterling
Photographer
02.2019 - Current
Job overview
- Multi task in taking calls booking appointments and still maintaining contact with customer
- Take photos in customer perfected environment
- Edit photos to customers standards and requests
- Text
- Present photos in friendly environment
- Offer package deals along with single photo prices
- Check messages and return calls for customers and potential customers
- Provide great customer service for 100% customer satisfaction and return of customers
Quality Staffing SolutionFlint
Customer Care Representative (Pharmacy Benefits)
10.2025 - 03.2026
Job overview
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints through effective communication and problem-solving.
- Maintained accurate records of customer interactions and transactions.
- Utilized customer relationship management software for tracking support requests.
- Collaborated with healthcare providers to optimize medication utilization.
- Resolved customer complaints promptly and professionally.
- Provided accurate, valid, and complete information to customers.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Delivered customer support to high call load each shift.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
HelpwareMount Sterling
CSR - Customer Service Representative
01.2024 - 08.2025
Job overview
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Utilized CRM software to accurately document customer interactions, ensuring comprehensive records for future reference
- Identified opportunities for process improvement in order to enhance overall customer satisfaction
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions to customers
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained over time
- Communicated with policyholders, healthcare providers, and legal representatives to gather additional information or clarify claim details
- Maintained accurate documentation of all claim activities in accordance with regulatory requirements
- Participated in regular team meetings to discuss trends, challenges, and best practices in claims processing
- Utilized computer systems/software applications effectively for efficient data entry/update purposes
- Maintained confidentiality throughout the entire claims handling process ensuring sensitive information is protected
- Assisted in the resolution of coverage disputes by conducting thorough policy reviews and interpretation
- Participated in ongoing training programs to stay updated on changes in insurance laws, regulations, and industry practices
- Collaborated with medical professionals to obtain expert opinions or additional information for claims involving complex injuries or medical conditions
- Collaborated with healthcare providers to obtain additional documentation or clarification on claim details
- Maintained a high level of productivity while meeting quality standards in processing a large volume of claims daily
- Verified patient eligibility and coverage benefits prior to claim submission
- Ensured timely resolution of outstanding claims by following up with payers regularly
- Collaborated with cross-functional teams including billing specialists, physicians, nurses, and administrators to resolve complex claim issues efficiently
- Improved overall customer satisfaction rating by XX% through effective communication and prompt resolution of claim inquiries
- Developed and maintained strong relationships with insurance companies to ensure timely reimbursement of claims
Pearl Interactive NetworkWinchester
CSR - Customer Service Representative (Medicare)
07.2023 - 01.2024
Job overview
- Assist with signing up for insurance
- Policy changes
- Answering questions about policy
- Life changes
- Canceling policy
- Generalized information on plans and deductibles
- Special enrollment
- Open enrollment
- Resolved customer complaints through effective communication and problem-solving.
- Utilized CRM software to track customer interactions and manage accounts.
- Maintained knowledge of company policies and procedures for accurate service delivery.
- Assisted customers with Medicare enrollment and plan selection inquiries.
- Provided clear information on benefits, coverage options, and policy details.
- Handled sensitive personal information with confidentiality and professionalism.
- Provided guidance and support to customers regarding billing issues and payment plans.
- Developed strategies for improving customer satisfaction levels.
KDMKMount Sterling
Team Associate
04.2013 - 05.2014
Job overview
- Worked as a team member along with aprox. 30 other members on 5 separate lines.
- Checked quality of products produced
- Sorted items in warehouse
- Helped with end of shift reports
Education
University of the CumberlandsWilliamsburg, KY
College in Criminal Justice
University Overview
Northern Kentucky UniversityKentucky
Certification in Counseling
University Overview
Fleming County High SchoolFlemingsburg, KY
High school or equivalent
University Overview
Skills
- Conflict resolution
- Customer service
- Member account management
- CRM software proficiency
- Inbound and outbound calling
- Prioritization
- CRM software
- Microsoft office expertise
- Positive and professional
- Communication skills
- Team collaboration
- Problem solving
- Call center operations
- Call handling
- Call control skills
- Script adherence
- Interpersonal skills
Certification
- Certified peer support specialist, NKU Peer Support Specialist Program, 10/01/22, Present
- Driver's License, 02/01/21, 02/01/25
- Certified Recovery Specialist
Timeline
Customer Care Representative (Pharmacy Benefits)
Quality Staffing Solution
10.2025 - 03.2026
CSR - Customer Service Representative
Helpware
01.2024 - 08.2025
CSR - Customer Service Representative (Medicare)
Pearl Interactive Network
07.2023 - 01.2024
Delivery Driver
UberEATS
05.2021 - Current
Photographer
Memories In The Makin
02.2019 - Current
Team Associate
KDMK
04.2013 - 05.2014
University of the Cumberlands
College in Criminal Justice
03.2026
Northern Kentucky University
Certification in Counseling
10.2022
Fleming County High School
High school or equivalent
05.2002