Customer Service Agent

Robert Kimbro

615-***-**** ad6nl1@r.postjobfree.com Murfreesboro, TN 37128

SUMMARY

Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. SKILLS

FrameMaker

XMetaL Author

DITA

Acrobat

MadCap Flare

RoboHelp

Illustrator

Photoshop

HTML

Microsoft Office Suite

SharePoint

PerForce

Case Management

EXPERIENCE

CUSTOMER SERVICE AGENT, UNITED HEALTHCARE, October 2022-Current Provide critical member support services to UHC's TennCare population Tasks include clearing hurdles preventing our members from getting appropriate care, setting appointments, intaking appeals and grievances.

Managed high-volume of inbound and outbound customer calls. PROPRIETOR, PURPLE PARROT PHOTOGRAPHY, December 2017-June 2021 Owner/operator of a photography studio shooting general photography: business meetings, weddings, parties, and so forth.

Consulting TechnicaL Writer/BD, July 2008-October 2017 Writer and custodian of user and internal documentation relative to the Pyxis line of medical products

Created workflow user guides to assist end-users in busy hospital pharmacies and ERs Began in startup PHACTS, which was purchased by CareFusion, which in turn was purchased by Becton Dickinson (BD)

Remote employee.

Technical writer/United states courts administrative office, September 2005-July 2008 Provided documentation support for U.S Courts across the United States Maintained guides on a variety of topics and software /hardware applications. Technical writer/united states air force, September 2004-September 2005 Documented processes, procedures, and end-user applications for the Population Health command

Editor of papers written by epidemiologists per the APA style guide Security level: Public Trust

EDUCATION AND TRAINING

Bachelor of University Studies

University of Utah

Allowed, with faculty approval, to design my own degree program, which concentrated in writing/photography. Writer and editorial columnist, University of Utah Daily Chronicle. 100% of tuition earned through work-study, scholarship, and grants. WEBSITES, PORTFOLIOS, PROFILES

https://www.linkedin.com/in/bob-kimbro-3a3a352b/

REFERENCES

Available upon request.

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