Summary
Overview
Work History
Education
Skills
Timeline
Generic

Steven W. Ketchie

Jacksonville,FL

Summary

Professional with focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.

Overview

14
14
years of professional experience

Work History

Member Service Representative

SoFi Technologies
03.2021 - Current
  • Responding to customer inbound inquiries via phone, chat, and email regarding the SoFi Money, SoFi Invest, and SoFi Credit Card Products
  • Accurately documenting each member interaction in a timely manner
  • Provide world class customer experience through first call resolution
  • Maintaining the ability to overcome objections, deescalate inquiries and be genuinely empathetic in conversations with members
  • Taking ownership of resolving member inquiries and attempt to foresee causes of additional inquiries
  • Advocating on members' behalf to improve our products, operations, and policies

Patient Access Services Representative

Baptist Health
04.2018 - 03.2021
  • Maintaining the Emergency Room front desk
  • Phone reception, direct calls, handle patient's needs in a timely manner both over the phone and in person
  • Updating demographic and insurance information for maintenance of accurate information
  • Collecting co-payments, self-pay deposits, and any other form of account payments from patients
  • Receiving and disseminating clinical information as indicated

Host And Server

Indochine: San Marco
01.2016 - 01.2018
  • Maintaining a clean and organized front of the house
  • Handling to-go's, bussing, seating, resetting tables, table service
  • Upselling products to increase restaurant revenue

Ticket Sales / Wax Hands Specialist

Ripley's Believe It Or Not! Inc.
05.2014 - 01.2016
  • Assisting customers with purchasing of tickets to St. Augustine's many attractions including Ripley's
  • Upselling packages and tickets to customers to increase company sales
  • Working the wax hands station
  • Improving customer satisfaction by going above and beyond

Office & Field Assistant

Disaster Management Consultants, Inc.
06.2011 - 01.2016
  • As needed functions that include phone reception, office errands, & handle computer-based projects
  • Warehouse inventory of product, pulling and packaging of product; customer deliveries
  • Assist consultant with on-site activities: set up AV, luncheon purchasing and buffet set-up, and assist with paperwork at close of project
  • Projects include volunteer management, moulage of actors, disaster exercises

Education

Bachelor's Degree -

Florida State College at Jacksonville
08.2025

Associate In Arts - undefined

Florida State College at Jacksonville
01.2017

Skills

  • Exceptional outcomes in fast-paced environments
  • Organizational skills
  • Professionalism
  • Customer service skills
  • Product upselling
  • Point of Sale systems
  • Insurance processing
  • Health Information Management records
  • Microsoft suite proficiency
  • Microsoft computer systems

Timeline

Member Service Representative

SoFi Technologies
03.2021 - Current

Patient Access Services Representative

Baptist Health
04.2018 - 03.2021

Host And Server

Indochine: San Marco
01.2016 - 01.2018

Ticket Sales / Wax Hands Specialist

Ripley's Believe It Or Not! Inc.
05.2014 - 01.2016

Office & Field Assistant

Disaster Management Consultants, Inc.
06.2011 - 01.2016

Associate In Arts - undefined

Florida State College at Jacksonville

Bachelor's Degree -

Florida State College at Jacksonville

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