Kristin Wilson
Dundalk
Summary
Experienced with member advocacy, focusing on resolving member concerns and enhancing satisfaction. Utilizes strong communication and problem-solving skills to navigate complex situations effectively. Track record of building meaningful relationships and fostering teamwork to achieve successful outcomes.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
18
18
years of professional experience
Work History
Member Advocate
CareFirst BlueCross BlueShield
10.2023 - Current
- Customer service advocate for member services
- Review policy verify claims and benefits
- Assist members with any questions they may have regarding policy and
- Write letters and send documents, verify documents from members
- Assisted others during my training class with answers and assisted in teaching how to use programs such as mainframe and Csw and Cdw
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
- Leveraged strong problem-solving skills to address complex member issues efficiently and effectively.
- Managed escalated cases effectively, working closely with supervisors to ensure successful outcomes for all parties involved.
- Developed strong relationships with members, fostering trust and loyalty to the organization.
- Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
- Identified potential risks or conflicts within member accounts, taking proactive measures to prevent future complications.
- Collaborated with team members to identify areas for improvement and implement new strategies for better member support.
- Conducted thorough research on member issues, ensuring accurate information was provided for optimal resolution.
- Enhanced member satisfaction by promptly addressing concerns and providing timely resolutions.
- Participated in regular team meetings, sharing insights gained from daily interactions with members to benefit overall operations.
- Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.
- Educated members on available resources and services, increasing their engagement with the organization.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Customer Experience Specialist
Comcast
01.2022 - 09.2023
- Managed customer billing accounts
- Demonstrated proficiency in sales, billing, and technical support
- Excelled and carried out a lot of work in a fast-paced setting
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
- Documented customer interactions in internal database to maintain customer service history details.
Owner • Operator
KW Cleaning Services
01.2015 - 08.2023
- Used managerial knowledge and client base gained from Mops N Rags, to start KW cleaning services
- Account for business budget using Microsoft Office products, manage marketing of KW cleaning services, personally maintain the homes of a wide range and location of clientele using and surpassing regular COVID standards
- Upkeep clientele relationships through regular communication and form excellent employer-client relationships based on trust and top of the line service
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Trained and motivated employees to perform daily business functions.
- Implemented effective financial management practices, improving cash flow and profitability.
Medical Assistant/ Medical Receptionist
MATClinics
06.2021 - 01.2022
- Company Overview: www.matclinics.com
- Previously a medical assistant/ medical receptionist
- Daily encounters with patients needing specific medical treatment
- Vital signs current symptoms and history
- Patient appointment booking and rescheduling along with verifying insurance and collecting payments due
- Supported 6 clinicians
- Measured vital signs
- Prepared charts
- Scheduled appointments
- Scheduled labs
- Verified insurance
- Restocked patient rooms
- Www.matclinics.com
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
Process Assistant • Learning Ambassador
Amazon Flex
09.2018 - 06.2021
- Work underneath the area manager to manage and oversee over 200 employees per shift
- Manage day to day employee tasks, assign duties, monitor work performance and pace
- Oversight of warehouse
- Sit in on interviews and conduct new hire training and on-boarding
- During new hire training continuously monitored employee understanding of learner documents and training techniques
- Critically reviewed problem areas of the implemented training procedures and adjusted accordingly to the nature of the class whether through modifying slides or implementing new group structures
- Helped to determine the material that was best suited for each individual training class
- Gauged employee understanding through new hire / rehire retention
- Instill strong company safety and performance values within new hires
- Work directly with the area manger to recommend and implement disciplinary action towards an employee when appropriate
- Mentored junior staff members on proper process execution techniques, helping them develop valuable skills that translated into career growth opportunities.
- Assisted supervisors in workforce planning and resource allocation to ensure optimal staffing levels during peak periods.
- Enhanced team productivity by conducting regular training sessions on the latest industry best practices.
- Assisted in the development of key performance metrics to track progress against departmental goals, enabling data-driven decision making.
- Facilitated knowledge sharing among team members, fostering a culture of collaboration and innovation.
- Conducted training and change management processes to improve operations.
- Assisted coworkers and staff members with special tasks on daily basis.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Assistant Manager • Caretaker
Mops N' Rags Cleaning
06.2007 - 11.2015
- Managed company assets using Microsoft Office products, maintained client appointments and consultations, analyzed budget for the upkeep of cleaning products and materials
- Regular personal home caretaker for more than 10 families and individuals, maintained excellent client rapport to expand clientele and business growth
- Employed industry trends and conducted evaluations after training sessions to identify the most impactful learning resources
- Assisted in producing educational materials for hands-on and visual training programs
- Collaborated with fellow assistant managers to coordinate training sessions for new and existing staff members
Education
High School Diploma -
Joppatowne High School
Joppa, MD05.2005
Skills
- Customer Rapport
- Employee Training
- Microsoft Office
- Record Keeping
- Budget Analysis
- Employee Management
- Safe COVID practices
- Computer literacy
- Leadership
- Warehouse oversight
- Shipping
- Quality Assurance
- Interviewing
- Management
- Employee Orientation
- Assistant Manager Experience
- Administrative Experience
- Conflict Management
- Medical Receptionist
- Medical Office Experience
- Medical Scheduling
- Insurance Verification
- Medical Records
- Patient Care
- HIPAA
- EMR Systems
- Triage
- Clerical Experience
- Operations management
- Peer mentoring
- Customer service
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Administrative support professional fit, Proficient, 05/01/21
- Work style: Reliability, Proficient, 06/01/23
- Customer focus & orientation, Proficient, 09/01/21
- Written communication, Proficient, 08/01/23
- Recruiting, Proficient, 10/01/21
- Customer service, Proficient, 08/01/21
- Call center customer service, Proficient, 02/01/23
- Medical billing, Proficient, 08/01/23
- Sales skills, Proficient, 02/01/23
- Filing & organization, Proficient, 10/01/21
- Attention to detail, Proficient, 08/01/21
- Customer service fit, Proficient, 05/01/21
- Work motivation, Proficient, 08/01/20
- Basic computer skills, Proficient, 08/01/23
- Medical receptionist skills, Proficient, 07/01/22
- Medical terminology, Proficient, 08/01/21
- Customer service, Proficient, 12/01/20
Timeline
Member Advocate
CareFirst BlueCross BlueShield
10.2023 - Current
Customer Experience Specialist
Comcast
01.2022 - 09.2023
Medical Assistant/ Medical Receptionist
MATClinics
06.2021 - 01.2022
Process Assistant • Learning Ambassador
Amazon Flex
09.2018 - 06.2021
Owner • Operator
KW Cleaning Services
01.2015 - 08.2023
Assistant Manager • Caretaker
Mops N' Rags Cleaning
06.2007 - 11.2015
High School Diploma -
Joppatowne High School
Similar Profiles
Desiree D. HopkinsDesiree D. Hopkins
Account Service Representative II at CareFirst BlueCross BlueShieldAccount Service Representative II at CareFirst BlueCross BlueShield
Brady DarcyBrady Darcy
Underwriter at CareFirst BlueCross BlueShieldUnderwriter at CareFirst BlueCross BlueShield
Mercedes ButlerMercedes Butler
Customer Service Representative at CareFirst BlueCross BlueShieldCustomer Service Representative at CareFirst BlueCross BlueShield