Customer Service Specialist with 4+ Years Experience

KATRINA POSLEY

+1-615-***-**** • **********@*****.*** • Madison, TN

Summary

Dedicated Customer Service Representative with 4+ years of experience delivering high-quality customer experience in fast-paced contact center operations. Expert in active listening and problem solving to resolve complex inquiries while ensuring accurate call documentation and conflict resolution. Committed to maintaining a positive brand experience through empathetic service and technical proficiency in CRM environments.

Work Experience

CSR July 2025 – Present

MOULTRIE, TN

Guide customers through technical support inquiries and complex product explanations, ensuring a high-quality brand experience and customer satisfaction.

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Record all inbound and outbound call documentation accurately within the CRM and IKB systems to maintain consistent records for auditing and CX quality assurance.

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Maintain exceptional CSTAT scores by resolving bill payments and refund requests with empathy and attention to detail.

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Identify opportunities for upselling and strategic discounts to resolve customer pain points and enhance overall retention rates.

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Claims Processor January 2025 – April 2025

VSP, TEXAS

Processed and resolved insurance claims with a 99% accuracy rate, leveraging data entry skills to support contact center operations and insurance compliance.

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Performed complex problem solving to address claim discrepancies, ensuring customers received timely reimbursements and positive service interactions.

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Maintained high standards of call documentation and internal record keeping to streamline auditing processes and quality control.

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Completed specialized training to master claim processing workflows, resulting in a 15% improvement in processing speed for the customer support team.

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CSR - Customer Service Representative October 2024 – March 2025 SAGILITY HEALTHCARE, CALIFORNIA CITY, CA

Resolved 90%+ of customer issues on the first contact, utilizing active listening to identify core problems and provide immediate solutions in a healthcare setting.

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Utilized CRM software to meticulously record customer interactions and conflict resolution steps, enhancing the internal knowledge base and service quality.

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Managed high-volume inquiry queues while maintaining empathetic communication and adhering to remote work etiquette and HIPAA standards.

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Collaborated with cross-functional teams to escalate complex technical support issues, ensuring customer experience goals were met without interruption.

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Call Center Customer Service Representative July 2021 – September 2023 TELEPERFORMANCE, AUSTIN, TX

Managed high-volume inbound and outbound calls within a busy contact center, consistently meeting performance metrics for response time and resolution.

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Facilitated conflict resolution for member escalations by employing empathetic communication and deep problem solving for payment and service issues.

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Achieved monthly sales targets by upselling relevant services to members, enhancing the overall brand experience through consultative customer support.

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Scheduled appointments and managed member calendars with high attention to detail using Microsoft Office and internal scheduling tools.

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Education

Some college in Communication Science May 1996 – June 1997 TENNESSEE STATE UNIVERSITY, NASHVILLE, TN

High school diploma or GED June 1994

STRATFORD HIGH SCHOOL, NASHVILLE, TN

Additional Skills

Core Customer Service: Customer Service, Active Listening, Problem Solving, Conflict Resolution, Upselling, Customer Experience (CX), Customer Support, Empathy Call Center Operations: Call Documentation, Contact Center Operations, Data Entry, Remote Work Etiquette, Inbound/Outbound Calls, Appointment Scheduling, Order Fulfillment Technical Tools & CRM: CRM Software (Salesforce/Zendesk), Microsoft Office (Excel, Word, Outlook, Teams), ServiceNow, Microsoft Dynamics 365, Live Chat Support, Technical Troubleshooting Compliance & Industry Knowledge: HIPAA Compliance, Healthcare Claims Processing, Medical Terminology, Insurance Verification, Regulatory Compliance Certifications

• Series 7 - FINRA

• Series 63 - FINRA

• Driver's License - State Authority

Languages

• Medical interpreting

Additional Information

• Authorized to work in the US for any employer

• Training program Graduate

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