Katherine Nelson

Austin, TX *****

ad3yig@r.postjobfree.com

+1-737-***-****

Possess strong communication, interpersonal and organizational skills. Ability to perform multiple tasks in a timely and efficient manner. Highly reliable, able to represent organization

with dignity and professionalism.

Authorized to work in the US for any employer

Work Experience

Quality Assurance Analyst

Wipro/Facebook - Austin, TX

November 2020 to Present

• Performed audits on recorded and live client interactions providing evaluation feedback to call center agent/Marketing Expert.

• Collaborateed with internal and external stakeholders, highlighting QA trends and insights to the business.

• Responsible for producing a high-level of market and quality insights, in collaboration with the respective CX Manager internally and externally to drive continuous improvement.

• Works collaboratively with all departments and teams maintaining a positive, cooperative working relationship

• Conducted regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements.

Administrative Assistant/Scheduler

RODGERS CAPITAL - Austin, TX

September 2019 to October 2020

• Greeted clients, directed phone calls, and set up appointments

• Data entry in Redtail- notes, new client info, updating client info

• General clerical duties such as copying, scanning, faxing as well as handling/distributing incoming and outgoing mail

• Updated website weekly, monthly, and quarterly - economic outlooks and financial article

• Maintained the reception area

MEMBER SERVICE SPECIALIST

CROWN ADMINISTRATORS/ALTRUA HEALTH SHARE - Austin, TX September 2017 to January 2019

A Unique Faith Based Health Care Sharing Ministry

• Served as the primary point of contact for Member inquiries by telephone utilizing a computerized system.

• Educated Members and prospective Members on unique Health Care plans

• Answered eligiblity and enrollment questions

• Served as a retaliation specialist

• Gave claim status to/resolve claims in accordance with departmental policies/procedures

• Provided protocol to providers and members for all procedures requiring pre-authorizations

• Made collection calls when needed, processed all forms of payment

• Converts prospects to members by demonstrating how the Altrua plans and services meet their needsmembers by demonstrating how the Altrua plans and services meet their needs Reviewed electronic enrollment records and resolved discrepancies

• Respended to department emails, and voicemails in a timely and efficent manner CUSTOMER SERVICE SUPERVISOR & TRAINER

OAK HILL TECHNOLOGY, INC - Austin, TX

February 2006 to November 2014

A company with an educational background maintaining several contracts with State, Federal, and private entities

• Managed weekly schedule for employees ensuring service level agreements were met across multiple contracts

• Maintained inventory at multiple locations bi-weekly

• Resolved client and customer escalation

• Scheduled exams for teacher certification

• Facilitated scoring sessions for Texas teachers

• Recruited certified teachers using contract specific requirements

• Processed inbound applications for individuals applying for state licensure certification

• Audited applications

• Served as a referral specialist to HHSC

• Issued Medicaid Id cards

• Project scheduling

Education

High school or equivalent

Skills

• Scheduling

• Customer service

• Auditing

• Quality Assurance

• Management

Assessments

Customer focus & orientation — Proficient

June 2021

Responding to customer situations with sensitivity Full results: Proficient

Sales skills — Proficient

October 2022

Influencing and negotiating with customers

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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