Trina Paul
Richmond,KY
Overview
12
12
years of professional experience
Work History
Customer service representative
LGE-KU
Lexington, KY
12.2024 - 06.2025
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution.
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information.
- Built rapport with customers through active listening, empathy, and personalized interactions.
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions.
- Assisted customers in navigating company website, troubleshooting technical issues.
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis.
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends.
Customer Service Representative
TSI - Transworld System, Inc
Somerset, KY
07.2018 - 12.2024
- Answer incoming calls professionally.
- Verify customer information.
- Assist in answering customer questions.
- Collect payments.
- Document notes from calls in system.
- Advise other customer service representatives on procedures on how to handle calls and help them find the information in the future to better assist customers needs.
Customer Service Team Lead
TSI - Transworld System, Inc
Somerset, KY
07.2018 - 12.2024
- Led a team of 27 customer service representatives, providing guidance and support to ensure exceptional customer satisfaction.
- Implemented new training program for customer service team, resulting in 90% increase in first call resolution rate.
- Mentored and coached team members on effective communication techniques, conflict resolution, and problem-solving skills.
- Managed escalated customer issues promptly and effectively, ensuring timely resolution while maintaining positive relationships with customers.
- Trained new hires on company policies & procedures as well as best practices for delivering excellent customer service.
- Utilized CRM software effectively to document interactions with customers which improved efficiency when resolving future inquiries.
- Assisted management in developing strategies aimed at enhancing overall productivity while maintaining high-quality standards.
- Resolved complex customer complaints or issues by taking ownership and following through until resolution was achieved.
Library Assistant
Whitley County Public Library
Williamsburg, KY
10.2015 - 07.2018
- Assisted patrons in finding library materials.
- Assisted patrons in checking out library materials.
- Assisted patrons in using computers.
- Assisted patrons by making copies and faxing information.
- Put library materials back in correct places.
- Made bulletin boards and book displays.
Outpatient Registration Clerk
Knox County Hospital
Barbourville, KY
01.2013 - 03.2016
- Efficiently registered and admitted patients, ensuring accurate and complete demographic information.
- Verified insurance coverage and obtained necessary authorizations for medical services.
- Maintained strict confidentiality of patient records in compliance with HIPAA regulations.
- Achieved a high level of accuracy in data entry by carefully reviewing all patient information before entering into the system.
- Assisted in the collection of co-pays, deductibles, and outstanding balances at the time of registration.
- Updated patient records as needed, including changes in contact information or insurance coverage.
- Demonstrated excellent customer service skills by providing compassionate assistance to patients during the registration process.
- Maintained a calm demeanor when dealing with upset or anxious patients, effectively diffusing tense situations.
- Educated patients about their rights regarding privacy and confidentiality of their medical information.
- Developed and maintained a comprehensive knowledge of insurance plans, including coverage limitations and requirements.
Medical Billing Specialist
Knox County Hospital
Barbourville, KY
01.2013 - 03.2016
- Processed and submitted medical claims to insurance companies, ensuring accuracy and adherence to billing guidelines.
- Verified patient information, including demographics and insurance coverage, to ensure proper billing procedures.
- Followed up on unpaid or denied claims, working with insurance companies to resolve issues and secure payment.
- Responded promptly to inquiries from patients, insurance companies, and other stakeholders regarding billing matters.
- Utilized electronic health record (EHR) systems and specialized software for accurate data entry and claim processing.
- Assisted in the development of standardized billing procedures for improved efficiency and accuracy.
- Maintained confidentiality of patient information in accordance with HIPAA regulations.
- Developed strong relationships with insurance company representatives for efficient claims processing.
- Identified opportunities for process improvement within the billing department.
- Researched and resolved billing discrepancies or issues in a timely manner.
- Implemented electronic claim submission processes, reducing manual paperwork and improving efficiency.
- Maintained updated knowledge of medical coding systems (e.g., ICD-10, CPT) and insurance regulations.
- Managed accounts receivable by tracking outstanding balances, following up on overdue payments, and resolving discrepancies.
- Maintained knowledge of insurance company policies, fee schedules, and reimbursement guidelines.
Timeline
Customer service representative
LGE-KU
12.2024 - 06.2025
Customer Service Representative
TSI - Transworld System, Inc
07.2018 - 12.2024
Customer Service Team Lead
TSI - Transworld System, Inc
07.2018 - 12.2024
Library Assistant
Whitley County Public Library
10.2015 - 07.2018
Outpatient Registration Clerk
Knox County Hospital
01.2013 - 03.2016
Medical Billing Specialist
Knox County Hospital
01.2013 - 03.2016
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