Catherine Whitten # Customer Service Specialist Location United StatesDesired Salary UnspecifiedWork preference Full TimeLinks Status Actively looking Field / Industry Admin & Virtual Assistant * SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet Languages: English - Report [Overview](#overview) * [Portfolio](#portfolio) ## About Me Dynamic and results-driven Customer Service Representative with 10+ years of experience delivering high-impact, multi-channel support across healthcare, tech, and service industries. Resolved 83%+ of issues on first contact, with 91%+ satisfaction scores in high-volume environments. I have managed 75+ inbound calls daily and scheduled 75+ appointments per week, delivering exceptional customer experiences. I maintained 100% HIPAA compliance, fostering patient trust and confidentiality. I have reduced claim errors by 20% and accelerated approval turnaround by 30% while verifying insurance coverage and benefits. Achieving 81% first-contact resolution and 93% positive feedback on customer satisfaction surveys is a testament to my dedication. I entered and maintained 1,500+ records weekly with 99%+ accuracy, supporting team performance targets. I implemented robust data entry protocols, ensuring quality, accuracy, and security of the data, leading to a 39% increase in operational efficiency. ## Skills ### [Communication Skills](https://jobicy.com/talent/communication-skills.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Time Management](https://jobicy.com/talent/time-management.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Microsoft Office](https://jobicy.com/talent/microsoft-office.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[SAP](https://jobicy.com/talent/sap.md)[Slack](https://jobicy.com/talent/slack.md)[Oracle](https://jobicy.com/talent/oracle.md)[Google Workspace](https://jobicy.com/talent/google-workspace.md)[Zendesk](https://jobicy.com/talent/zendesk.md)[Teamwork](https://jobicy.com/talent/teamwork.md)[Zoom](https://jobicy.com/talent/zoom.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Active Listening](https://jobicy.com/talent/active-listening.md) ## Experience Customer Service Representative @ Alignment Health 06/2023 - 04/2024 Data Entry Specialist @ Alorica 02/2022 - 07/2022 Customer Service Specialist @ Broadpath Healthcare Solutions 08/2021 - 02/2022 Managed 75+ inbound calls daily and scheduled 75+ appointments per week, delivering exceptional customer experiences. Maintained 100% HIPAA compliance, fostering patient trust and confidentiality. Reduced claim errors by 20% and accelerated approval turnaround by 30% while verifying insurance coverage and benefits. Achieved 81% first-contact resolution and 93% positive feedback on customer satisfaction surveys. Entered and maintained 1,500+ records weekly with 99%+ accuracy, supporting team performance targets. Audited and verified 200+ records weekly, reducing duplication and data degradation by 8% each quarter as compared to the previous fiscal year. Implemented robust data entry protocols, ensuring quality, accuracy and security of the data, leading to a 39% increase in operational efficiency. Customer Service Specialist @ Inktel Contact Center Solutions 12/2020 - 05/2021 Retail Associate >> Operations Manager @ Belk 04/2013 - 01/2020 Responded to 65+ inbound calls daily, achieving a 93% first-call resolution rate and reducing repeat inquiries by 24%. Managed patient billing, benefits, and account queries with 97% accuracy, ensuring customers received top-tier support. Increased resolution rates by 33% and reduced escalations by 29% within the first two quarters. Exceeded average handle time, first call resolution, and customer effort scores (KPIs) for three months in a row, becoming a top performer within the team. Helped Florida's first vaccination site set up appointments for 301,000 Seminole County residents, to administer the vaccine to 66.1% of the population. Scheduled 4,500+ COVID-19 vaccination appointments, within the first 6 weeks of vaccination roll out supporting public health efforts and mitigating fear within the community. Conducted an average of 110 outbound calls for 2nd dose appointments on a daily basis during the 2 week peak for follow-up appointments. Heightened trust and rapport with the community, resulting in a 21% increase in statewide satisfaction with community services. Led operations across 17 stores, reducing load times by 31% for 11 consecutive quarters and boosting regional sales by 8%. Saved 50+ labor hours per month by introducing inventory systems that cut processing time by 30%. Reduced stock shrinkage by 15% through improved accountability, process improvement, and cost optimization. ## Education Lyman High School 08/2021 - 01/2022 High School Diploma Portfolio not available.