RAVEN KENEMORE
LOUISVILLE,KY
Summary
Strong leader and problem-solver, Uses independent decision-making skills and sound judgment to positively impact company success.
Hardworking and passionate job seeker with strong organizational skills, Ready to help team achieve company goals.
Knowledgeable and dedicated customer service professional, Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction, Specialize in quality, speed and process optimization. Articulate, energetic Outgoing, and results-oriented with exemplary passion for developing relationships, cultivating partnerships.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Kapsch TrafficCom
03.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. and worked them through together as a team.
- Resolved customer complaints with empathy, resulting in increased loyalty.
- Updated account information to maintain customer records.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in team meetings and training sessions to stay informed about updates and changes. on our systems etc.
Customer Service Rep
CONSUMER CELLULAR
06.2023 - 02.2024
- Maintain customer accounts and record account information
- Oversee customer financial accounts and process customer adjustments
- Make product recommendations or services to customers based on their needs and preferences
- Oversee team of customer service representatives and ensure we meet monthly quotas
- Follow communication guidelines, policies and procedures
- Upgrade and cancel customer accounts by customer request
- Handle customer complaints and provide alternatives and/or solutions to ensure resolution of complaints
- Reach out to customers via email and telephone to verify account information
- Ensure customers are satisfied with their purchases or service
- Assist customers in placing orders, fulfilling refunds and handling exchanges
- Use sales computer technology to maintain customer records and orders
- Cold call potential customers
- Inform existing customers of promotions and deals.
Patient Advocate
KNIPPER HEALTH
10.2022 - 03.2023
- Verifies patient insurance coverage of medications, administration supplies and related pharmacy services
- Subject matter expert in completing the Prior Authorization process with insurance companies and practitioner offices
- Acts as subject matter expert in completing a full Medical Verification for all medications, administration of supplies and related pharmacy services
- Acts as a subject matter expert in fixing and adjusting past claims including working with finance for approved claim adjustments after insurance approvals
- Participates in test and implementation of system updates and new plan implementations
- Assists with workflow management, issue resolution and training in addition to or in the absence of a supervisor
- Assists with auditing and reporting of the other technicians including compiling AUX reporting and order audits
- May assist in training of new team members and may provide input to the employees' performance evaluations
- Acts as a resource for colleagues; may direct the work of other staff members.
Pharmacy Technician
CHEWY
01.2020 - 03.2021
- Manage large amounts of inbound and outbound calls in a timely manner
- Maintains confidentiality
- Follow communication 'scripts' when handling different topics
- Data entry calling clinics on customers orders and prescriptions for pet medication
- Welcomed customers to pharmacy and answered questions relating to prescriptions and other over the counter products
- Set up and modified patient profiles to include current medications and insurance details
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
- Assess accuracy and efficiency of claims management strategies, and provide feedback and recommendations
- Develop a good working knowledge with Claims Module
- Prepares correspondence explaining adjustments, denials and makes written requests for missing information
- Create accurate records of each loss on the claims management system
- Effective time management and strong work ethic
- Contract Analysis: Use of established claims handling protocols to review and provide claims administration.
Benefit Enrollment Specialist
ADP
03.2018 - 07.2020
- Answering screening and forwarding incoming phone calls
- Provide basic and accurate information in-person and via phone/email
- Helping customers over the phone with their health insurance and letting them know about the different benefits we had & what could possibly be the best insurance for their family
- Scheduling call backs
- Assisting with a variety of administrative tasks including copying, faxing, and taking notes
- Communicating professionally via email/phone to assure all needs are met and questions/concerns are taken care of
- Relaying accurate information back and forth to correct parties.
Store Manager
Family Dollar
08.2016 - 10.2017
- Responsible for managing large amounts of money, and employees
- Hiring, training, and scheduling employees
- Trained employees on an ongoing basis to increase production
- Developed new procedures which resulted in less errors
- Worked closely with loss prevention to assure store met financial metrics and lower theft from employees and customers
- Maintained a clean hazard free work environment resulting in less accidents
- Ability to assess organizational needs and implement administrative procedures
- Created various reports and spreadsheets to be utilized by the shipping department when getting new inventory
- Provided clerical support, assisting with background checks, filing, and drug screening
- Stocking shelves, unloading trucks, and handling money on a daily basis.
Education
High School (Phoenix School Of Discovery)
Skills
- Customer Service
- CSR
- Customer Care
- Sales associate
- Receptionist
- Sales
- POS
- Word
- MS Office
- Fast learner
- Organizational Skills
- Microsoft Office
- Microsoft Excel
- Powerpoint
- Training
- Call Center
- Customer Support
- NCQA standards
- HIPAA
- Documentation review
- Google Suite
- Typing
Timeline
Customer Service Representative
Kapsch TrafficCom
03.2024 - Current
Customer Service Rep
CONSUMER CELLULAR
06.2023 - 02.2024
Patient Advocate
KNIPPER HEALTH
10.2022 - 03.2023
Pharmacy Technician
CHEWY
01.2020 - 03.2021
Benefit Enrollment Specialist
ADP
03.2018 - 07.2020
Store Manager
Family Dollar
08.2016 - 10.2017
High School (Phoenix School Of Discovery)
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