Elizabeth King-Harding
Customer Experience & Business Operations Specialist
Birmingham, US.About
Highly accomplished Customer Experience and Business Operations Specialist with over a decade of progressive experience driving positive resolutions and enhancing client satisfaction across diverse sectors including healthcare, retail, and financial services. As an Independent Business Owner, adeptly managed high-volume customer interactions and complex operational demands, consistently achieving 100% customer satisfaction. Leverages strong analytical, problem-solving, and multi-system navigation skills to optimize service delivery and achieve superior business outcomes.
Work
A Southern Affair LLC
|Independent Business Owner & Customer Support Representative
Remote, AL, US
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Summary
As an Independent Business Owner, managed high-volume inbound calls and chat interactions for major clients including Oak Street Health, Nike, and Dick's Sporting Goods, consistently exceeding service metrics and maintaining 100% customer satisfaction.
Highlights
Achieved and sustained a 100% Customer Survey Satisfaction (CSAT) rating over 6 months by employing advanced problem-solving and conflict resolution techniques to deliver positive outcomes for diverse client inquiries.
Navigated multiple complex computer systems across dual screens simultaneously to efficiently evaluate customer situations and identify optimal solutions in a fast-paced, high-volume call and chat environment.
Maintained high levels of adherence to strict contract standards and key performance indicators (KPIs) while representing major brands, ensuring consistent quality service delivery and brand integrity.
Self-Employed
|Certified Personal Trainer & Nutritional Coach
Remote, AL, US
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Summary
Provided personalized fitness and nutritional coaching as a certified professional, developing tailored plans to help clients achieve specific health goals and driving client acquisition and retention.
Highlights
Designed and implemented customized workout and diet plans for individual clients, leveraging analytical listening to ensure effectiveness in achieving specific fitness and wellness goals.
Applied effective sales and relationship-building strategies to acquire new clients and maintain high client retention rates, contributing to business growth.
Utilized problem-solving and adaptability to tailor programs and overcome client challenges, ensuring sustained engagement and progress toward health objectives.
Family Management
|Homeschool Educator & Curriculum Developer
Undisclosed, Undisclosed, US
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Summary
Managed and delivered comprehensive educational programs for three children from elementary through pre-kindergarten, developing individualized curricula and assessing academic progress.
Highlights
Developed and implemented personalized lesson plans tailored to the unique learning styles and needs of three children, ensuring comprehensive educational coverage.
Analyzed and measured student progress against learning objectives, adjusting pedagogical approaches to foster continuous academic growth and development.
Managed all aspects of daily educational operations, demonstrating strong time management, organizational, and mentorship skills to facilitate effective learning.
TRC Insurance
|Insurance Business Development Representative
Undisclosed, Undisclosed, US
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Summary
Conducted B2B outreach and developed new business opportunities by researching trucking companies across five Southern states and identifying their insurance needs.
Highlights
Generated qualified leads through extensive research and cold calling to trucking companies across North Carolina, South Carolina, Georgia, Alabama, and Mississippi.
Assessed client insurance needs and articulated value propositions to demonstrate cost-saving solutions, successfully scheduling appointments for senior representatives.
Developed tailored insurance solutions based on initial client consultations, ensuring alignment with specific coverage requirements and business objectives.
RYDER TRUCK RENTAL INC.
|Warranty Claims Processor
Undisclosed, Undisclosed, US
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Summary
Managed and processed truck warranty claims submitted to Original Equipment Manufacturers (OEMs) to facilitate financial recovery for the company.
Highlights
Successfully processed warranty claims with OEMs, directly contributing to the recoupment of funds for Ryder.
Ensured accurate and timely submission of claims, adhering to specific manufacturer protocols and internal guidelines.
Dr. Royal Fink, DDS
|Patient Coordinator
Undisclosed, Undisclosed, US
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Summary
Coordinated comprehensive patient care for a dental practice, encompassing treatment planning, insurance processing, and scheduling to optimize clinic operations.
Highlights
Streamlined patient treatment plans and scheduling, enhancing patient flow and ensuring timely access to care.
Managed patient insurance claims and billing, contributing to efficient revenue cycles and patient satisfaction.
Executed diverse administrative tasks, maintaining organized records and supporting overall clinic efficiency.
Transportation Consultants
|Freight Billing Specialist
Undisclosed, Undisclosed, US
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Summary
Processed third-party freight invoices to ensure accurate and timely payments to carriers for services rendered to end customers.
Highlights
Ensured precise processing of freight invoices, facilitating accurate and timely compensation for transportation carriers.
Maintained efficient billing workflows, supporting seamless financial operations for a third-party logistics provider.
First Union Bank
|Loan Processor
Undisclosed, Undisclosed, US
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Summary
Processed and underwrote automotive loan applications, ensuring accuracy and completeness of all documentation for financial transactions.
Highlights
Ensured meticulous accuracy and completeness of all details within automotive loan applications and underwriting documents, minimizing errors.
Managed loan processing workflows to meet departmental standards, supporting efficient and compliant financial operations.
Education
Shelton State Community College / University of West Alabama
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Coursework
General Studies
Hillcrest High School
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Diploma
General Studies
Certificates
Florida Sales Associate Pre-Licensure Real Estate School
Issued By
Colibri Real Estate School / Florida Real Estate School
Athletic Personal Training, Sports Nutrition, Sports Strength and Conditioning
Issued By
International Sports Science Association (ISSA)
Skills
Customer Service & Support
Customer Service, Customer Relations, Customer Satisfaction (CSAT), Conflict Resolution, Customer Experience Management, Call Center Operations, Chat Support, Inbound Calls, Client Engagement.
Technical & Systems Proficiency
Microsoft Windows, Microsoft Office Suite, Multi-System Navigation, Data Entry, CRM Systems, Computer Proficiency.
Business Operations & Management
Analytical Skills, Problem Solving, Critical Thinking, Adaptability, Multitasking, Time Management, Organizational Skills, Workflow Management, Process Improvement, Sales Skills, Business Development, Lead Generation, Client Retention, Performance Metrics, KPI Tracking, Strategic Planning.
Healthcare Operations
Medical Records Management, HIPAA Compliance, Patient Scheduling, Patient Coordination, Insurance Processing.
Education & Mentorship
Curriculum Development, Lesson Planning, Student Assessment, Teaching, Mentorship, Educational Program Management.
Financial & Administrative
Invoice Processing, Claims Processing, Loan Underwriting, Financial Recovery, Administrative Support, Data Accuracy.