KIMBERLY D WOODARD

*** * ****** ** •Nashville, TN 37214 •acctfk@r.postjobfree.com •615-***-****

QUALIFICATIONS SUMMARY

Highly personable Customer Service Professional with over eighteen years of experience in medical

liaison, claims resolution, and call-center operations within the cellular, insurance industries.

Talent for identifying customer needs and presenting appropriate company product and service

offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased

repeat and referral business.

Expertise in resolving escalated customer service issues.

Secured numerous company achievement awards for delivery of exceptional customer se rvice.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft

PowerPoint, Microsoft Access, and Microsoft Outlook).

PROFESSIONAL EXPERIENCE

Amerigroup Community Care - Nashville, TN 2008 to Present

Quality Assurance Spec I

Monitored phone calls to make sure call center employees are in compliance with the rules and regulations

of Amerigroup.

o Responsible for making sure employees provided excellent customer service when they are speaking

with members and providers. Made sure employees gave accurate information in a courteous and

professional manner.

o Helped representatives use the most effective and efficient means for handling phone calls without

sacrificing customer service, while achieving stated goals.

o Provided training, coaching, feedback and assistance to representatives to make sure they understood

new policies and procedures for quality.

VITAL CHEK - Nashville, TN 2006 to 2007

Advanced Customer Care

Served as an Advanced Customer Service Representative to assist customers with ordering vital

documents such as birth certificates, marriage certificates and death certificates.

• Followed up with customer, via phone or e-mail as necessary. Achieved zero error rates when submitting

orders to the state agencies. D ecision-making when approving documents / orders before they are

submitted to the state agency.

T-MOBILE - Nashville, TN 2002-2006

Customer Service Supervisor

Serve as Customer Service Supervisor for a major cellular phone company with service to all domestic

cities in 46 states.

• Lead team of 20 employees in daily call center operations. Collaborate with Customer Care Manager to

create strategic plans to enhance customer satisfaction. Provide employees with tools to maintain and

increase service levels to both internal and external customers. Work closely with other departments to

promote sales contests, clarify information, and distribute reports. Gather, analyze, and report

daily/weekly/monthly sales and service statistics.

• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and

motivational strategies.

• Received outstanding positive comments from team members on employee reviews, as well as

exceptional feedback from senior management

• Supervisor Communicated expectations and provided consistent, timely feedback of those expectations.

Communicate any updates or changes to business policies and practices on a timely basis.

• Monitored Customer calls and actively to identify areas of opportunities. Provided feedba ck and coaching

based on observations to ensure total customer satisfaction.

• Routinely recognized and rewarded CCR achievements. Served as role model for T Mobile core

values, operating principles and leadership behaviors.

Sprint PCS - Nashville, TN 1999-2001

Customer Service Representative

Responsible for administrative functions related to servicing new and existing customer base. Primary

point of contact for customers calling into the call center.

• Possessed excellent customer service and communication skills.

• Received numerous accolades from senior management for consistently providing excellent service and

tactfully resolving sensitive issues.

• Had thorough knowledge of the retail processes and was able to perform duties in a team environment,

while retaining the ability to empower myself to perform specific job functions and make decisions were

in the best interest of the customer and the company.

• Was responsible for keeping up to date with the current Sprint methods and procedures, such as

customer credit and bill adjustment policies.

NURSES PLUS - Nashville, TN 1994-1999

Patient Advocate

Responsible for telephonic and in-person outreach to members who were identified as requiring outreach

service needs.

• Provided members with information on how to access preventive and health maintenance services

while identifying barriers to care.

• Assisted members in making follow-up appointments with his/her Primary Care Physician.

• Assisted members with community resources as directed by the Case Mana ger.

• Distributed educational materials and program information to members.

• Referred issues and concerns about members to the Case Manager as soon as identified.

EDUCATION AND TRAINING

Medical Assistant•MEDICAL CAREER COLLEGE - Nashville, TN

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