Courtney Kinslow Email & Phone Number

Nashville, TN, US

La Vergne, TN

• Supervises a call team of up to 19 individuals to ensure contractual metrics are met
• Develops documentation and trains team on new business processes and portfolio launches
• Key contributor to implementing and maintaining the new hire training program
• Plans, develops and conducts process uniformity training for new and existing employees
• Coaches employees on daily tasks and assist in career development
• Partners with the client liaison to triage system/pricing issues and educate the client on businessprocesses

La Vergne, TN

• Accomplishment: Customer Care Representative of the Year Award for 2014
• Ensure order accuracy via multiple channels (web, phone, Lynx)
• First-call resolution – owning customer issues through resolution
• Regional trainer for all new and existing operating procedures

La Vergne, TN

• Serves as a liaison between field sales and internal departments within McKesson
• Provides sales support in the areas of reporting, contracts, customer escalations, retention efforts, and account maintenance
• Initiates the “Onboarding” process of new accounts
• Credentialing for Customer Center, iKnowMed, Learning Center, CTMS, MyCare Plus, and McKesson Enhanced Website
• Facilitates resolution by highly-personalized level of customer care

La Vergne, TN

• Accomplishments: Recruited by the Vice President of Customer Experience to triage and retain a strategic customer
• Provided highly-personalized level of customer care for a strategic customer
• Identify production and pricing issues and work with internal departments for resolution
• Proactively track packages/shipments to ensure timely delivery
• Ensure order accuracy via multiple channels (web, phone, Lynx)
• Collaborate with Account Executive to ensure a positive, quality customer experience

Nashville, TN

• Accomplishments: Recognized locally and regionally for identifying and using outstanding disability claims practices. Earned agency recognition for achieving 100% quality assurance accuracy.
• Researched and verified medical evidence used to determine qualifications for Social Security Administration disability benefits
• Interviewed claimants via phone to assess functional limitations, clarify medical conditions and verify impairments
• Reviewed application, assess claims, and communicated eligibility determinations to claimants

• Built strong relationships with apartment communities with frequent visitation and cold calls
• Executed sales presentations to the leasing staff of apartment communities to establish new business relationships and transactions
• Coordinated a citywide marketing blitz and trade show to gain more exposure amongst the apartment industry

• Analyze hospital credit balance reports and refund/adjust the balance
• Contact insurance companies to obtain information on patient policies
• Seek out sales leads to recruit new clients for AIM