KELLY CATES

*** ********* ******, ******, ** ****9 (C) 315-***-**** ac3ffa@r.postjobfree.com

Professional Summary

Customer service professional seeking a management role. Skilled in training staff and establishing rapport

with clients. Self-motivated with exceptional communication and computer capabilities.

Skills

• Time management

• Managing multiple projects

• Filing and data archiving

• Excellent communication skills

• Adaptable

• Composed and professional demeanor

• Excellent problem solver

• Independent worker

• HIPAA compliance

• Compassionate

• Efficient and reliable team player

• Familiar with commercial and private insurance

carriers

• Understands insurance benefits

• Maintains confidentiality

• Insurance eligibility

Work History

Customer Service Representative Call Center04/2001 to 08/2015

Lifetime Benefit Solutions – Liverpool, NY

• Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

• Fostered a positive work environment by consistently treating all employees and customers with respect

and consideration.

• Actively pursued personal learning and development opportunities.

• Answered customer telephone calls promptly and in an appropriate manner.

• Determined customer needs by asking relevant questions and listening actively to the responses.

• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

• Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

COBRA Administrator and Premium Billing08/2015 to 10/2017

Lifetime Benefit Solutions – Liverpool, NY

• Continually improved knowledge, skills and performance based on feedback and self-identified

professional developmental needs.

• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and

resolving problems on the spot.

• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly

and efficiently.

• Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

• Entered numerical data into databases in a timely and accurate manner.

• Scanned documentation and entered into the database.

• Obtained scanned records and uploaded them into the database.

• Produced monthly reports using advanced Excel spreadsheet functions.

• Organized forms, made photocopies, filed records and prepared correspondence and reports.