Analytical Customer Care & Claims Coordinator

KRYSTIN FALK

608-***-**** *******.****@*****.*** Madison, WI in/krystin

ANALYTICAL CUSTOMER CONTROL COORDINATOR

A qualified individual with experience in team leadership dispute resolution, marketing, and business and management practices, including project management, software integration, and data management. Skilled learning new concepts quickly, working well under pressure, and communicating ideas clearly and effectively. Creative and driven to contribute unique solutions and problem solving . Proficient executor of change implementation and management by analyzing quantitative research and qualitative measures.

QUALIFICATIONS & SKILLS

Communication Complex Problem Solving Team & Data Management SPSS SAS Excel Dashboard SQL Nuvolo Infor CMMS & Equipment Management Software Inventory & Assets Management OnBase (Unity Client) UPS WorldShip SAP GageTrak ALS CONGA Sprocket OpsGenie MerrilDataSite Agile P-Touch Ultratec ArtisReit Oakbrook Spanish

PROFESSIONAL EXPERIENCE

NATIONAL GUARDIAN LIFE INSURANCE CLAIMS ADJUDICATOR 05/2025 - Present

● Accurately adjudicated life claims (Preneed, Whole Life, Term, Universal, Other) within stated service goals amongst many and various regulatory needs

● Responded to a large volume of incoming calls and concerns while concurrently responding to immediate needs and KPI standards

● Actively interpreted, researched, and resolved unique claims that required various levels of research, correspondence, and outreach in order to provide a timely conclusion for all parties. QUALITY AND CUSTOMER CARE COORDINATOR DOC - STATE OF WI 08/2024 - 04/2025

● Primary defense agent for the monitoring center, law enforcement, and other agencies as needed

● Responded to a large volume of incoming calls and concerns while concurrently responding to alarms and emergency situations requiring immediate attention

● Actively worked to improve training protocol through communications training and developments regarding procedures and practices

● Extensively serviced a diverse community that maintained a high level of respect while maintaining public safety across the State of Wisconsin

OFFICE MANAGER CARDINAL LAWNSCAPING 12/2022 – 08/2024

● Worked with local industries in order to develop and enhance a start-up company

● Arranged for improvements in shipping time improvements by using UPS Worldship software to better maintain a customer database and allowing for quick print shipping tags

● Improved website accessibility by evaluating the User Interface for maximum simplicity and availability to the consumer

● Advanced companies’ visibility and marketability on Social Media platforms - also maintained these platforms by addressing consumer concerns and general questions QUALITY ANALYST THERMOFISHER SCIENTIFIC 09/2021 - 12/2022

● Provided lead site support through the coordination and performance of diverse activities related to facility services, building maintenance, engineering projects, and/or equipment maintenance.

● Related software included Microsoft Project, ALS, internal systems, and auditing logistics.

● Improved process workflows to increase productivity within the team by over 30% over a 6 month span by initiating effective communication between departments and creating processes that are cross-functionally integrative.

● Developed professionally accessible templates (SOP’s) for workflows and systems in order to better streamline onboarding for 15+ new hires a year, increased accessibility between departments, and created a unified process to improve efficiencies.

FACILITIES COORDINATOR EXACT SCIENCES 07/2016 - 09/2021

● Performed due diligence on a multitude of internal and external department requests using software including OnBase & SAP (purchasing), security management databases, CONGA (legal development), and equipment management.

● Managed equipment database and provided high-end user support through maintenance scheduling, equipment OnBoarding, and updates through CMMS software, past instances of GageTrak (Excel based extensive management system), and Sprocket.

● Managed buying for 8 departments including real estate, capital projects, and obscure requests for alternative viable solutions. ● Performed IO, OQ validation, systems implementation, procedural validation, change control process, and order follow-through. ● Coordinated and scheduled equipment and facility maintenance through 75+ external vendors and internal service providers. ● Developed extensive purchase orders, bidding reviews, and detailed audits to increase data accuracy. ● Interacted with all facilities and developed relationships across the company to increase customer service quality across departments. ● Ensured all 10 facilities met regulatory standards as a member of the Compliance Division of the Safety Committee.

● Demonstrated flexibility by learning other key roles in order to provide relief in emergency situations such as; front desk administrative assistant, shipping and receiving associate, and data entry clerk. BILLING SPECIALIST & LICENSED AGENT AMERICAN FAMILY INSURANCE 07/2014 - 07/2016 ● Researched and responded to customer inquiries regarding billing statements, corporate policies, or other areas of concern. ● Reviewed and updated customer records on computerized databases to ensure data integrity at scale. ● Provided help desk trouble-shooting for online applications and web services for 150+ customers and agents. ● Resolved open-tickets by providing customer resolution and support for open held desk issues.

● Applied the working knowledge gained of policy processes and procedures to be able to interpret all lines and all state policy processing rules that interface with billing and claims. FACILITIES & PROGRAM MANAGER & SUPERVISOR CREATIVE COMMUNITY LIVING SERVICES 3/2009 - 9/2013

● Supervised a team of 8 staff and 6 clients while maintaining all federal, state, OSHA, and HIPPA regulations. ● Led team and facility to pass a state audit examination by meeting all facilities, health, and safety requirements. ● Interviewed and trained an average of 10 incoming staff a year to meet the various and demanding needs of the household. ● Held performance review meetings for employees and the household using metrics based software to compare and contrast data. ● Served as a liaison between residential coordinators and case managers of clients to ensure that targeted goals were making progress.

EDUCATION

Master of Business Administration University of Arkansas – Grantham University Accreditation Bachelor of Arts in Communications Focus: Mediation, Negotiation, International Relations University of Wisconsin Computer Applications Certificate Madison College

● Concentration in SQL, HTML/CSS, VB.net, JavaScript, Database Administration (Visio), Microsoft Office Certified

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