Katrice Norman
Evans
Summary
Results-driven Customer Service & Operations Specialist with expertise in logistics, technical troubleshooting, and claims processing. Demonstrates efficiency in managing operational challenges while ensuring compliance. Excels in fast-paced environments, adapting swiftly to changes. Committed to maintaining safety and organization, ready to enhance team performance.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
RBW LOGISTICS
06.2025 - Current
- Communicated with customers about order status, delivery windows, billing questions, and service concerns, fostering trust and clarity.
- Provide customer support for freight, delivery, and warehouse operations, resolving time-sensitive issues with accuracy and urgency.
- Monitored shipment statuses, delivery exceptions, and carrier updates to proactively resolve delays and routing problems, ensuring timely delivery.
- Assist drivers, dispatchers, and warehouse teams with load details, route adjustments, access issues, and documentation needs.
- Troubleshoot order discrepancies, missing freight, damaged shipments, and system errors across multiple logistics platforms.
- Escalate high-priority issues such as stalled shipments, carrier failures, and urgent customer complaints to leadership for rapid resolution.
- Utilize multi-system navigation to verify order details, update shipment information, and track freight across internal and third-party systems.
- Document all actions in real time to maintain audit-ready records and ensure compliance with company and client requirements.
- Maintain strong performance across KPIs including response time, accuracy, customer satisfaction, and first-contact resolution.
- Adapt quickly to new tools, process updates, and client-specific requirements in a fast-paced logistics environment.
- Provided calm, solution-focused support during high-pressure situations like missed cutoffs, weather delays, and carrier disruptions, enhancing customer satisfaction.
Claims Specialist
Sagility
06.2023 - 06.2025
- Reviewed and processed medical claims for accuracy, completeness, and compliance with hospital policies and payer guidelines to ensure proper reimbursement.
- Verified patient eligibility, benefits, and coverage details to ensure proper claim submission and reimbursement.
- Analyzed claim submissions for completeness, accuracy, and compliance with payer guidelines, reducing rework and repeat denials.
- Investigated claim discrepancies, coding issues, and missing documentation, coordinating with clinical staff, billing teams, and insurance representatives to resolve errors.
- Reviewed medical necessity documentation and benefit limitations to determine appropriate claim outcomes and next-step actions.
- Managed time-sensitive claims, including urgent care, inpatient stays, and high-dollar cases, ensuring timely adjudication and compliance with SLA requirements.
- Prepared and submitted corrected claims, appeals, and supporting documentation to address denials and secure appropriate payment.
- Resolved coordination of benefits (COB) discrepancies by verifying primary/secondary coverage and updating member records, enhancing claims processing accuracy.
- Identified recurring claim issues and escalated trends to leadership, contributing to process improvements and policy updates.
- Maintained detailed claim records, account notes, and audit-ready documentation while protecting patient confidentiality in accordance with HIPAA.
- Assisted patients and providers with claim-related questions, offering clear explanations of charges, coverage, and next steps.
- Supported providers with billing corrections, coding clarifications, and documentation requirements to prevent future claim errors.
- Collaborated with quality and audit teams to validate claim accuracy and implement corrective actions.
Forklift Operator
Ryder
11.2022 - 06.2023
- Operated forklifts to transport materials efficiently within warehouse.
- Loaded and unloaded goods from trucks and storage areas, ensuring timely delivery.
- Followed standard work instructions accurately when picking, sorting, staging and scanning products.
- Used handheld scanners for warehouse management system compliance.
- Packaged, labeled and tagged goods before transfer.
- Inspected lifts before use, mitigating risk of damage to goods.
- Utilized RF scanner technology while moving stock within facility in order to maintain accurate inventory levels.
- Tracked materials moved for stocking purposes and to complete logs for management.
Picker/Packer
Amazon
03.2019 - 11.2022
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Loaded and unloaded shipments following safety protocols.
- Operated material handling equipment to ensure safe and efficient movement of goods.
- Used pallet jacks to move items to and from warehouse locations.
- Organized inventory to ensure accurate stock levels.
- Inspected packages and goods for damage, coordinating with vendors for timely replacements.
- Supported loading of finished goods onto delivery vehicles to facilitate on-time deliveries.
Warehouse Forklift Operator
Club Car
Grovetown
09.2017 - 03.2019
- Operated forklifts to transport materials within warehouse to streamline operations.
- Loaded and unloaded materials from trucks and storage areas to ensure accuracy.
- Organized goods in loading dock area to enhance access efficiency.
- Followed safety protocols while operating machinery and working with hazardous materials.
- Inspected finished products for defects and ensured compliance with safety protocols.
- Collaborated with team members to maintain a smooth workflow on the assembly line.
- Operated machinery to facilitate production line efficiency.
- Assembled components according to specifications and quality standards.
- Operated hand tools, such as drills, grinders, and wrenches in assembly process.
Assembler
John Deere
Grovetown
01.2015 - 09.2017
- Assembled components using hand tools and power equipment.
- Assembled components according to specifications using hand tools, power tools, and other equipment.
- Inspected parts for quality before the assembly process began.
- Aligned components for proper fit during the assembly process.
- Followed established assembly methods and procedures to consistently meet product quality standards.
- Trained new assemblers on proper techniques and tools to enhance team proficiency.
- Ensured safety by maintaining a clean and organized workspace.
Education
Associate of Applied Science - Health Care Information Technology
Miller-Motte College
Augusta, GA08-2024
Certificate - Medical Billing & Coding
Miller-Motte College
Augusta, GA02-2024
High School Diploma -
Washington Wilkes Comprehensive High School
Washington, GA05-2012
Skills
- Customer Service-oriented
- Effective communication
- Positive demeanor
- Claims processing
- Shipping and receiving expert
- Order picking and processing
- Warehouse picking
- Customer service
- Shipping expertise
- RF Scanner
- Shipment tracking
- Attention to detail
- Material handling
- Claims management
- Forklift operator certification
- Warehouse safety
- Assembly line experience
- Heavy equipment operation
- Friendly, positive attitude
Timeline
Customer Service Representative
RBW LOGISTICS
06.2025 - Current
Claims Specialist
Sagility
06.2023 - 06.2025
Forklift Operator
Ryder
11.2022 - 06.2023
Picker/Packer
Amazon
03.2019 - 11.2022
Warehouse Forklift Operator
Club Car
09.2017 - 03.2019
Assembler
John Deere
01.2015 - 09.2017
Associate of Applied Science - Health Care Information Technology
Miller-Motte College
Certificate - Medical Billing & Coding
Miller-Motte College
High School Diploma -
Washington Wilkes Comprehensive High School