Katina Lee

**** ***** ***** *********, ** *****

Phone Number: 662-***-**** Email: ad34tb@r.postjobfree.com OBJECTIVE

Seeking to obtain employment in a customer service based position to help manage and direct the system of quality customer service.

EDUCATION

HS Diploma, General Ed, Forest Hill High School (Aug 1995 – Dec 1999) Jackson, MS SKILLS

● Microsoft Office Suite: Excel, Power Point, Publisher, Word, Access

● Administrative Tasks (Budgeting, Quotes, Excess Processes, Memos and Reports)

● Operating Systems: Windows 7/8/10

● Exceptional judgment and strategic planning, thinking skills and interpersonal skills.

● Ability to work professionally with sensitive items/materials, proprietary data and information while maintaining confidentiality; record keeping and multi-tasking skill set.

● Exhibits excellent organizational and problem-solving skills and displays a strong work ethic.

● Ability to work well independently or in a group setting

● Exemplifies strong customer service skills

EXPERIENCE

Customer Service Supervisor/Escalation Coordinator, ADT February 2019 – Present (Remote WFH)

● Manage escalated customer complaints, executing strategic resolutions for issues that are beyond the scope of frontline services, ultimately driving customer satisfaction and loyalty.

● Conduct in-depth assessments of customer concerns, utilizing active listening and critical thinking skills to design the most effective course of action, resulting in swift, satisfactory resolutions.

● Advocate for customers by communicating their feedback to cross-functional teams, influencing product improvements and service enhancements.

● Inform and educate customers about the extensive range of ADT’s products and services, empowering them to make informed decisions that suit their unique needs.

● Continually enhance the overall customer experience by proactively identifying opportunities for process improvements and initiating relevant solutions.

Claims Support Specialist I, Geico

January 2014 – February 2019 (Remote WFH)

• Pioneered a compassionate service approach for customers involved in accidents, setting up new claim reports and tactfully cross-selling relevant additional products, bolstering customer trust and relationships.

• Addressed customer inquiries, providing insightful and comprehensive responses that enhanced customer understanding.

• Spearheaded a meticulous claims investigation process, which entailed processing claims and determining accurate resolutions, contributing to the efficiency and accuracy of claims management.

• Updated customer information and maintained records, ensuring data integrity, enhancing customer service efficiency, and promoting a seamless claims experience Claims Benefit Operations Specialist I, Aetna

May 2002 – February 2014 (Remote WFH)

• Applies medical necessity guidelines, determine coverage, complete eligibility verification, identify discrepancies, and applies all cost containment measures to assist in the claim adjudication process.

• Proofs claim or referral submission to determine, review, or apply appropriate guidelines, coding, member identification processes, provider selection processes, claim coding, including procedure, diagnosis and pre- coding requirements.

• Utilizes all applicable system functions available ensuring accurate and timely claim processing REFERENCES

● Available Upon Request

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