Customer Service Front Office

Kathie Woolf

Summary:

Highly experienced Administrative and Customer Service Professional with over 15 years of delivering exceptional support across healthcare, insurance, finance, and office administration sectors.

Known for consistently providing empathetic, accurate, and solution-focused service in high-volume environments.

Skilled in managing complex customer inquiries, resolving benefit and account issues, and building long-lasting client relationships through active listening and clear communication.

Adept at front office operations, executive support, and multi-system navigation, including Citrix, Avaya, and HRIS platforms.

Recognized for professionalism, adaptability, and a strong commitment to customer satisfaction and organizational success.

Skills:

Customer Service

Administrative Support

Executive Assistance

Call Center Operations

Benefits Administration

HR Support

Document Proofreading

Office Management

Claims Resolution

Calendar Management

Data Entry

Conflict Resolution

Process Improvement

Microsoft Office Suite

Citrix Systems

Avaya & ZeaCom

Time Management

Multitasking

Written Communication

Active Listening

Experience:

Worked on other domain Jobs September 2022 to Present

American Stock Transfer - New York, NY March 2021 to August 2022

Remote Customer Service Representative

Handled a high volume of inbound calls from shareholders, addressing inquiries related to stock ownership, account transfers, dividend payments, account status updates, and stock sales with accuracy and professionalism.

Responded to shareholder concerns and complaints through multiple communication channels, including written correspondence and email, ensuring timely and satisfactory resolutions.

Provided technical support by troubleshooting issues related to the company’s online platforms, including account login problems, navigation errors, and transaction discrepancies.

Successfully completed certified training programs in fraud detection and asset management, enhancing ability to identify potential risks and ensure compliance with regulatory guidelines.

Consistently recognized for high performance with awards for outstanding attendance and superior quality of service.

Various Contract Positions

(TRC Staffing & Robert Half Associates) - Pittsburgh, PA March 2013 – February 2021

Front Desk Coordinator Proofreader Receptionist HR Coordinator Office Manager Pharmacy Representative Benefits Specialist

Supported front office operations, managed scheduling and client relations, and maintained a professional first point of contact for various organizations.

Performed detailed proofreading of professional documents, ensuring clarity, accuracy, and alignment with corporate standards.

Coordinated HR functions such as onboarding, benefits support, and personnel file management; assisted in office management tasks including supply inventory and facilities coordination.

Provided pharmacy benefit information to clients, resolved prescription coverage issues, and worked directly with insurance carriers and healthcare providers to facilitate claims resolution.

Demonstrated adaptability by efficiently handling diverse responsibilities across multiple domains and industries.

Break (Job search and world travel) November 2011 to February 2013

Highmark BCBS Companies, HM Insurance Group - Pittsburgh, PA August 2005 to October 2011

Senior Executive Assistant

Provided high-level administrative support to the CFO, four Vice Presidents, and six departmental managers across multiple HM Group companies.

Prepared and coordinated financial reports, business correspondence, and legal contracts for signature and distribution.

Scheduled executive meetings, arranged complex travel itineraries, managed calendars, and served as liaison between leadership and internal teams.

Maintained office supplies and vendor relationships, managed logistics for internal relocations as move coordinator, and served as the company’s commodities representative.

Initiated and led internal process improvement projects, driving increased efficiency and collaboration.

Highmark Blue Cross Blue Shield- Pittsburgh, PA August 2002 to July 2005

Customer service representative for National Accounts.

Responded to inbound calls from members, providing detailed explanations of benefits, policy coverage, and claims processing for HMO, PPO, and Indemnity plans.

Assisted with claim escalations, submitted adjustments for reprocessing, and ensured resolution of complex benefit and eligibility issues.

Delivered knowledgeable and empathetic support in a high-volume call center environment, maintaining service level targets and customer satisfaction.

Education:

Diploma

Alliance High School, Cypress Junior College, CCAC

Cypress, CA, Alliance, OH, Jefferson, PA

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