KELLI PATILLO-JONES

Chattanooga, TN ***** 423-***-**** ad4pth@r.postjobfree.com

Professional Summary

Experienced professional in a multitude of positions (Recruiter, Case Management Representative, Cost Authorization, and Escalations Representative) successful at managing high caseloads in fast paced environments. Knowledgeable Recruiter with two-year history staffing teams for multiple industries and experience levels. Talented at managing communications, relationships and all facets of hiring process. Amazing customer service and interpersonal skills, organized, driven and adaptable with excellent planning and problem-solving abilities. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Offering 7 years of experience and willingness to take on any challenge.

Skills

•10+ years in customer service • 5+ years of Insurance Product Knowledge

•Demonstrated ability to handle escalations • Payroll Experience

•7+ years call center experience • Ability to type 35+ wpm

•8+ years Health Claims experience • Demonstrated Switchboard Experience • Proficient in Microsoft Office • 2+ years Human Resource Recruiting experience

Work History

Recruiter 10/2018 to Current

HomeServe USA Corp. – Chattanooga, TN

•Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and prescreening assessments.

•Developed and deepened relationships with college campus representatives to meet with graduating seniors for recruitment.

•Facilitated all new employee orientations to foster a positive team attitude.

•Oversaw full cycle recruiting for over 75 vacancies each quarter.

•Developed lists of qualified candidates for corporate hiring managers.

•Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.

•Evaluated strengths and weaknesses of candidates through effective screening processes.

•Verified applicant references and employment details.

•Scheduled and conducted 8 interviews each week.

Repair Case Manager and Cost Authorization Agent 06/2013 to 10/2018

HomeServe – Chattanooga, USA, TN, USA

•Hired as Repair Management Coordinator; taking frontline repair calls and setting up work orders for customers, dispatching them out to contractors and setting expectations on those callbacks.

•Cross trained in Cost Authorization; reviewed cost for customers work orders. Approved or denied claims submitted as well as let customers know if there is any out-of-pocket expense.

•Utilized cost estimation systems to document project information, create estimates and revise project costs to reflect current data.

•1 year experience as Case Manager; handled priority escalated requests from customers to resolve complaints and follow up with customer to ensure satisfactory status.

Customer Information Specialist 06/2010 to 07/2012

EPB, – Chattanooga, TN

•Inbound/outbound call center environment taking 60-90 calls daily.

•Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.

•Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

•Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.

•Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.

•Offered technical support for products offered helped customer navigate website to facilitate buying process.

•Offered internal and external customers first-rate customer service to maximize satisfaction and business success.

•Received multiple awards for outstanding customer service and sales skills

Customer Service Representative 07/2006 to 02/2010

UNUM – Chattanooga, Tennessee

•Filtered incoming calls as well as confirmed medical records for short- and long-term disability claimants as well life insurance claims.

•Assisted both U.S and foreign citizens in filing claims ensuring both accuracy and timeliness.

•Hand selected to assist VIP members and specialty departments using UNUM's 18-nine switchboard.

•Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.

•Built relationships with clients through active listening and product knowledge to provide excellent service.

•Received several "Gold- Stars" award given to those with exemplary customer service

Transportation Dept. and Payroll 07/2004 to 06/2006

21st Century Childcare Development Center – Chattanooga, TN

•Hired as front desk office assistant; greeted students and parents every morning with enthusiasm keeping all student folders updated to State of Tennessee guidelines.

•Provided excellent service and attention to customers when face-to-face or through phone conversations.

•Oversaw day-to-day processing of payroll for fifty employees, including accurately reviewing of timesheets and computing pay in accordance with FLSA.

•Promoted to transportation department responsibilities changed to; routing and dispatching buses for pickup and drop off of children ensuring punctuality, routinely tracking buses completing TDOT safety protocols before each route, as well as post route inspections to make sure that there no children left behind.

•Accurately updated and detailed records of calls in physical and electronic database.

CSR 2000-2004

Cigna-Humana Health Care

•Filtered incoming calls as well as confirmed medical records for general medical, dental, and vision insurances.

•Assisted both U.S and foreign citizens in filing claims ensuring both accuracy and timeliness.

•Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.

•Built relationships with clients through active listening and product knowledge to provide excellent service.

•Explaining EOB to customers in detail.

•Following HIPAA and PHI guidelines

•Meeting and exceeding productivity standards monthly.

Parts & Accessories 1998-2000

Miller Inudstries

General labor in an indoor facility working 10–12-hour shifts.

Picked parts for orders to be shipped.

Abiding by warehouse safety standards.

Using pallet jacks and forklifts to complete orders.

Sales Service Representative 1997-1998

Arnold Palmer

Front Desk Associate at warehouse facility

Responsible for clerical duties including answering telephone calls, sending emails, filing order information etc.

Helped potential customers process orders.

Ensured order accuracy.

Processed payments using proprietary systems and software.

Assistant Manager- 1992-1997

T&S Grocery

Responsible for Till Management (counting down, ensuring accuracy, keeping the registers stocked with cash from the safe, and dropping the nightly deposit)

Trained incoming employees.

Given keyholder permissions.

Handled returns, money orders, etc.

Front Desk Clerk 1990-1992

Remax South

Front Desk Associate at a Real Estate Firm

Responsible for clerical duties including answering telephone calls, sending emails, filing order information etc.

Assisting customer in filling out credit applications

Proficient knowledge of Fair Housing and Credit Acts Respectively

Adhering to PHI standards dealing with customer sensitive information

Occasionally showing clients properties when need be.

Medical Claims Processor 1987-1989

BCBS TN

Adhering to PHI standards dealing with customer sensitive information

Demonstrating excellent customer services skills

Explaining the customer EOB to them in detail

Helping process claims on the customers behalf.

Reaching out to doctor’s offices for patients’ medical information to assist in filing claims.

Pre-Claim Dental Representative 1986-1987

Prudent Insurance

Adhering to PHI standards dealing with customer sensitive information

Inbound call center

Using multiple systems to assist the customer.

Ensuring the accuracy of the information on the claim before being sent for processing,

Contact this candidate