Kolbie Clay

"Temporary Position"

• Provided phone and email support for customers experiencing issues with fitness equipment.
• Troubleshot equipment concerns using structured problem-solving and clear, step-by-step communication.
• Assisted customers with ordering replacement parts, coordinating shipping, and tracking deliveries.
• Scheduled service appointments and dispatched technicians, ensuring accurate documentation and confirmations.
• Escalated complex technical or service issues according to established protocols to ensure resolution and customer satisfaction.

"Temporary Position"

• Communicated with patients and customers using multiple channels, including phone calls, emails, and internal messaging systems.
• Answered and resolved inquiries in a professional, empathetic, and patient-centered manner, using effective listening and clear verbal communication.
• Followed established workflows and guidelines to address issues on time, and escalated concerns outside of protocol when necessary.
• Accurately documented interactions, updates, and resolutions in computerized systems while maintaining confidentiality and privacy standards.
• Managed high call volumes while meeting quality, compliance, and customer service benchmarks.
• Participated in required training sessions for phone support, customer service standards, and system navigation.

• Advocated for members by resolving inquiries related to medical and dental benefits, claims, billing, and coverage.
• Explained complex healthcare information in clear, compassionate, and patient-centered language.
• Accurately documented member interactions and updated records using multiple computerized systems, while maintaining HIPAA compliance.
• Utilized established guidelines to resolve concerns or appropriately escalate issues outside of protocol.
• Assisted members with portal navigation, ID card requests, provider searches, and follow-up needs.
• Collaborated with claims, enrollment, billing, and technical teams to ensure the timely resolution of member issues.

• Resolved service, billing, and equipment-related inquiries while maintaining professionalism and empathy.
• Coordinated urgent service requests with dispatch and technical teams.
• Maintained strong performance in call quality, reliability, and compliance metrics.
• Managed customer accounts while ensuring accurate information was maintained.

• Handled confidential information while ensuring compliance with privacy laws.
• Assisted 50–90 citizens daily with licensing, identification, vehicle registration, and compliance needs.
• Explained procedures clearly to diverse populations, while maintaining patience and professionalism.
• Verified documentation, processed payments, and ensured adherence to state regulations.
• Trained new employees and supported process improvements to enhance customer service efficiency.
• Upheld strict standards for quality and performance.

• Conducted regular stock counts to ensure proper inventory levels were maintained.
• Assisted in maintaining accurate inventory records using inventory management software.
• Collaborated with team members to streamline inventory processes and improve efficiency.
• Organized and labeled stock items for easy identification and retrieval.
• Prepared shipping documentation and assisted with logistics for outgoing orders.