Kristen Tavano

Office and Operations Manager at Tavano's Tech Repair and Consultation (2021-09 – Present)

• Schedule repair and consultation services
• Preform invoicing and accounts receivables operations
• Maintain office inventory, including ordering procedures
• Deploy and maintained scheduling systems
• Created and maintained internal Standard Operating Procedures
• Communicated with clients and potential clients to gather needs and requirements
• Conducted budget reviews and reported cost plans to management
• Developed, implemented, and maintained quality assurance protocols
• Created and implemented business policies, including client service level agreements and onboarding procedure
• Maintained office systems, including licensing requirements, and hardware and software requirements

Customer Service Representative at Highmark Insurance (2023-05 – 2023-12)

• Received and directed customer phone calls to the correct department or representative
• Resolved provider concerns in a confident and compelling manner
• Used provided resources and creative solutions to ensure the accurate resolution of provider concerns and questions
• Used repeated interactions with providers to broaden knowledge and improve provider self sufficiency
• Ensuring that all interactions were of a professional manner in compliance with quality standards
• Used open ended questions to accurately resolve provider and management concerns
• Used management feedback to improve interactions with providers

Carrier Development Agent at Logistics Dynamics LLC (2023-05 – 2023-12)

• Performed office responsibilities such as sorting mail and distributing emails to the correct individuals for processing
• Utilized company systems and knowledge bases to communicate with carriers, agents, and customers regarding all worldwide shipments
• Verified carrier and customer documentation, including accuracy of Bills of Lading, Certificates of Insurance, and invoices
• Utilized government and state agency websites to verify carrier information
• Verified all new carrier and current carrier safety ratings with the FMCSA
• Communicated determinations about carriers to agents, including approval or denial of use

High School – Cheektowaga Central School District (2016)