Tristan Henry
Waldorf
Summary
I am a dynamic customer service professional with extensive experience at Kaiser Permanente and beyond, excelling in data analysis and effective communication. Proven track record in enhancing member satisfaction and streamlining processes. Adept at problem-solving and cross-functional coordination, consistently delivering results that exceed expectations. Committed to fostering positive customer experiences and team collaboration.
Overview
18
18
years of professional experience
Work History
Member Experience Associate
Kaiser Permanente
Fulton
06.2015 - Current
- Ensures all protected health information is processed in accordance with regional, national, state, and federal regulations.
- Works closely with internal/external customers to meet their health information management needs as it relates to release of protected health information via paper and electronic media.
- Has solid knowledge/understanding of HIPPA privacy and security information.
- Validates basic benefit information related to copay, co-insurance, deductibles and other KP plans.
- Completes cash handling tasks as assigned, which may consist of collecting credit card information, handling checks received by mail.
- Assists members in a professional manner that promotes a positive customer service experience.
Customer Service Rep.
Capital One
Laurel
07.2013 - 06.2015
- Used appropriate channels to make real time decisions and fulfill policy and procedure expectations.
- Performed account level research and provide thorough, accurate documentation to accounts.
- Serviced accounts by investigating problems and finding resolutions to create a positive customer experience.
- Provide developmental feedback to phone agents as well as progress reports and updates to managers.
- Track touch points to help determine customer dissatisfaction.
- Train, motivate, and coach customer service teams.
Account Specialist
Protocall Communications
Largo
03.2011 - 07.2013
- Maintained up-to-date customer information and provided both telephone and online support to customers.
- Maintained highly organized filing system for customer inventory and system status reports.
- Worked closely with onsite technicians to remotely update onsite systems.
- Ensured proper operation of both access control and alarm monitoring systems for commercial and residential customers.
- Worked side-by-side with Systems Administrators to troubleshoot in house software and receiver issues.
- Retrieved and maintained data using word processing programs, databases and tracking systems.
Customer Experience Representative
NOVO1
Laurel
09.2007 - 11.2011
- Promptly, accurately, professionally, and courteously received calls/inquiries and direct and/or record and relay messages.
- Schedule appointments and maintain and update appointment calendars.
- Maintained a thorough working knowledge of and adhered to organization/project policies, regulations, and procedures.
- Keeps immediate supervisor well-informed of activities, results of efforts and problems identified/potential problems; recommends corrective actions to immediate supervisor.
- Performed data processing, email correspondence, facsimiles, document reproduction and filing as required.
- Any other tasks as assigned from time to time by any manager. Assist other staff with overflow work.
Education
Bachelor of Science - Computer And Information Sciences
Colorado Technical University
Colorado Springs, CO09-2026
General Studies -
Benjamin Franklin Home Schooling Academy
Annapolis, MDBusiness Administration - Major
College of Southern MD
Waldorf, MDSkills
- Data analysis
- Customer service
- Team collaboration
- Effective communication
- Time management
- Problem solving
- Cross-functional coordination
- Feedback collection
- Project management
References
Available Upon Request
References
References available upon request.
Timeline
Member Experience Associate
Kaiser Permanente
06.2015 - Current
Customer Service Rep.
Capital One
07.2013 - 06.2015
Account Specialist
Protocall Communications
03.2011 - 07.2013
Customer Experience Representative
NOVO1
09.2007 - 11.2011
Bachelor of Science - Computer And Information Sciences
Colorado Technical University
General Studies -
Benjamin Franklin Home Schooling Academy
Business Administration - Major
College of Southern MD
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