Kimberly Higgins

Contact

**** ********** ** ** *** 1

Rio Rancho, NM 87124

505-***-****

ad1lbh@r.postjobfree.com

Objective

Over 30 years of internal call center customer service, with some semiconductor experience, working on the front lines with customers ranging in different arenas from catalog customer service to medical. From taking calls as well as sitting side by side with new trainees and working as a Quality Analyst. With extensive customer service experience throughout years that have reinforced and strengthened my communication skills, attention to detail, commitment to schedule adherence, embrace change and ability to perform in a team environment.

Education

Cibola High school

TVI Semiconductor Technology I & II

CNM

HME Specialists

Intake specialist

November 2-22 – current

Urgent and emergent prescriptions for oxygen, wheelchairs, walkers any DME. works with case managers and patients, enter RX’s process. work with insurance, all orders must be sent out within 2 to 4 hours.

Maximus

WV CONTACT CASE INVESTIGATOR

September 7,2021 – October 2022

Speak daily with positive Covid 19 patients to go over a brief interview to identify where they were, who they were with, what they were doing to try and stop the spread. Follow all Hipaa guidelines

Maximus

February 1, 2021 to August 31, 2021 –

MassVax

Schedule seniors for their Covid 19 vaccinations. Provided information to our customers. Went through the guidelines with the age groups. Worked thru age's 12 and currently with the Vax millions project.

Customer Service, Accenture

September 2020 to December 2020

Spoke with customer regarding there Medicaid and Snap benefit status.

Quality Analyst, Concentrix

August 2018 to September 2020

Monitored calls to ensure our customers are receiving the excellent customer service required by the client. Scheduled calibrations with Team Leads and Management several times a week to listen to calls, behaviors what well and what could be better. Worked with Team Leads on improving their representatives scores.

Escalated Case Manager - Contractor at HP

March 2018 to August 2018

Escalated case management - Speak with highly Escalated customers needing There printer or laptop replaced or repaired. Keep current with 50 cases daily. Corresponds by email or phone with repair details or tracking information.

BCBS NM Customer Advocate - Member Services

August 2017 to February 2018

Spoke with member regarding their benefits, Claim status, Pharmacy benefits. Explain the difference between deductibles and out of pocket. Adjusted claims, research and call members back with results.

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