Katrina White-Smith

**** ****** *** #*

Columbus, OH 43227

Home: 614-***-****

acygcr@r.postjobfree.com

CUSTOMER SERVICE REP / 25 YEARS' EXPERIENCE IN CALL CENTER SETTINGS

Polished, professional Customer Service Rep offering:

• 30 years of experience providing customer support in busy call center environments for public utility and insurance industry employers.

• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

• Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

EXPERIENCE Solutions Staffing Columbus, OH 05/15 to Current

Take incoming calls from policyholders inquiring about plan benefits. Give members information concerning copay, deductible, out of pocket expenses. Discuss in network providers and benefits, of staying in network. Submit claims for adjustment due to errors, follow up to assure process was completed. Investigate, analyze, and determine the extent of insurance company's liability concerning personal, casualty, or property loss or damages, and attempt to effect settlement with claimants.

R & R Group Grove City, OH 08/2013 to 04/2015

Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs, using radios or telephones. Create job work orders to ensure success of client’s needs. Pre-calls to customers to verify appointed time for services, Post calls to customers to ensure Customer Satisfaction. Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions. Dispatched Service Partners to various site locations to perform duties according to the work order details.

LMS LLC/ Toledo, OH-Customer Service Representative 3/2006-6/2013

Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. Provided quotes and executed online policy changes for auto, home and excess liability. Used consultative selling techniques to provide leads for telesales personnel. Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments. Responsible for monitoring and maintaining assigned accounts- Customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos. Accountable for reducing delinquency for assigned accounts. Perform other assigned tasks and duties necessary to support the Accounts Receivable Department. Reconciles processed work by verifying entries and comparing system reports to balances. Posts customer payments by recording cash, checks, and credit card transaction.

EDUCATION 3/2009-10/2010 Columbus State Community College 9/1979-6/1981 Marion Franklin High School, Columbus, OH Completed five 4-hour modules of customer service training. Topics included how to:

• Greet transfer and hold calls

• Build rapport, listen, clarify and manage conversational flow

• Manage upset customers, conflicts and challenging situations

• Deliver outstanding service, exceed expectations and build long-term loyalty

• Work in teams and in a self-directed environment