Summary
Overview
Work History
Education
Skills
Timeline
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Vickki Knowles

Riverdale,GA

Summary

Results oriented, Driven to exceed expectations on a consistent basis. Highly effective at winning, and driving company's growth. Exemplary skilled in resolving disputes and providing resolutions. Recognized for consistent achievement of objectives.

Overview

9
9
years of professional experience

Work History

Senior Customer Support Specialist

Medical Guardian LLC
07.2022 - Current
  • Developed strong relationships with clients, resulting in 100% repeat business and positive feedback.
  • Provided timely assistance for 60+ customers via phone, email, and live chat channels, on a daily basis , ensuring a high level of professionalism at all times.
  • Served as a subject matter expert on specific products or services, providing high-level support to both customers and 10 fellow team members.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers, resulting in 98% retention rate.

Customer Resolution Specialist

ADT Security
02.2019 - 05.2022
  • Enhanced customer satisfaction by promptly addressing and resolving 100% of inquires / concerns.
  • Streamlined complaint resolution processes for improved efficiency to 90% faster response times.
  • Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
  • Consistently met or exceeded departmental KPI, Increasing 25% , Contributing to the overall success of the team.

Claims Benefit Specialist

Health Check Inc
09.2015 - 01.2019
  • Supported management by identifying areas of potential billing trends of upcoding, unbundling, erroneous or duplicate charges. Through the evaluation of alternative claim resolution strategies.
  • Reviewed policy coverage details thoroughly before making determinations on benefits eligibility for each unique claim scenario presented.
  • Contributed to team success by sharing expertise on complex cases and collaborating on strategies to increase efficiency by 95% .
  • Maintained up-to date knowledge on industry regulations and guidelines, ensuring 100% compliance throughout the claims process.
  • Conducted full claim investigations and reported all updates and legal actions.

Education

Business Office Specialist

FTC
Pembroke Pines, FL

Skills

  • Critical Thinking
  • Conflict Resolution
  • Team Development
  • Prioritization
  • Computer Proficiency

Timeline

Senior Customer Support Specialist

Medical Guardian LLC
07.2022 - Current

Customer Resolution Specialist

ADT Security
02.2019 - 05.2022

Claims Benefit Specialist

Health Check Inc
09.2015 - 01.2019

Business Office Specialist

FTC

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Vickki Knowles