Supervisor/Customer Service

Kimberly Berger

Columbus, GA 910-***-**** *****************@*****.***

Professional Summary

Accomplished Customer Service and Operations Supervisor with 15+ years of progressive leadership experience across healthcare, insurance, customer service, administrative operations, and logistics. Proven success leading teams of up to 35 employees, improving performance through coaching, resolving complex escalated customer concerns, and driving operational excellence. Recognized for building collaborative teams, strengthening customer relationships, analyzing performance metrics, and implementing process improvements while maintaining HIPAA compliance and organizational standards.

Core Competencies

Leadership • Customer Experience • Team Development • Performance Management • Escalation Resolution • KPI Analysis • Quality Assurance • Call Center Operations • CRM • Claims Processing • HIPAA Compliance • Medical Terminology • Office Management • Administrative Support • Process Improvement • Root Cause Analysis • Microsoft Office • Excel • Outlook • Cross-Functional Collaboration

Professional Experience

Supervisor, SDA

SelectQuote Jan 2022 – Nov 2024

Warehouse Associate

Recent Position

• Picked customer orders accurately from storage based on customer order lists.

• Packed items securely to prevent damage during shipment.

• Applied accurate shipping labels and prepared orders for delivery.

• Maintained a clean, organized, and safe warehouse work environment.

• Followed all safety procedures while operating warehouse equipment.

Directed daily operations for a 35-member customer service team.

Designed training that increased performance by 86%.

Managed escalated customer concerns.

Monitored KPIs and quality.

Partnered across departments.

Mentored employees.

Supervisor

Humana (Remote) Oct 2020 – Jan 2022

Led healthcare customer service operations.

Resolved claims, eligibility and benefits issues.

Maintained HIPAA compliance.

Documented interactions in CRM.

Coached associates.

Assistant Manager

GCS Jun 2017 – Oct 2020

Supervised customer service operations.

Resolved billing disputes.

Improved customer satisfaction.

Processed payments accurately.

Supported team development.

Office Manager

ITT Corps Dec 2009 – Nov 2017

Managed office operations and records.

Coordinated compliance and maintenance.

Maintained inspection records.

Operated equipment safely.

Supported mission readiness.

Education

High School Diploma — Westlake High School

Certifications

AHIMA Certified Coding Specialist (CCS)

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