Allyn Turman
Marietta,United States
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Member Services Specialist Tier 2
Kaiser Permanente
11.2023 - Current
- Managed a high volume of member inquiries across diverse categories including Member Core, Member Advance, Medicare, Premium Billing Enterprise, KPC Billing, Service Billing, Claims, PSNAP, and Concierge services.
- Maintained meticulous records of member interactions and adhered to established protocols to meet customer needs and compliance standards.
- Actively contributed to team goals and performed additional duties as required, showcasing flexibility and dedication to customer satisfaction.
- Documented all incoming contacts and effectively responded to complex calls, ensuring accurate resolution and exceptional customer satisfaction.
- Evaluated data to identify root causes of complaints, implemented appropriate solutions, and coordinated service recovery efforts, resulting in improved member retention.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Member Services Specialist
Kaiser Permanente
11.2021 - 11.2023
- Ensure first call resolution and accurate documentation of escalated issues
- Handle member complaints, external handoffs, and potential escalations to senior leadership
- Advocate for members using customer service strategies and communication to influence decision-makers
- Process service issues according to case management standards
- Work collaboratively with external partners to resolve escalated and complex issues
- Establish effective partnerships between Call Center and Member Services at the Medical Center
- Participate in Service Optimization projects to enhance performance
- Network with senior internal and external personnel
- Accurately document results of assisting Operations with complicated issues and inquiries
- Conduct thorough investigations and collect appropriate data for documentation
- Exercise good judgment in selecting methods and techniques for obtaining solutions
- Apply broad principles, theories, and concepts in applicable discipline
- Utilize professional concepts to solve problems creatively and effectively
- Educate providers, staff, and members on Health Plan benefits and services.
Receiving
Fanatics
09.2019 - 07.2022
- Support inbound, outbound, and manufacturing operations by receiving an average rate of 250 pieces an hour
- Effectively prepare and pick up to 2,000 shipping orders a day to meet shipping cutoff times
- Properly prepare an average rate of 3,000 pieces per day to meet company goals
- Provide backup support and training to 2-3 new employees each week.
Customer Service Specialist
Uber
01.2016 - 10.2020
- Established positive customer relationships through prompt and courteous service
- Accomplished a milestone with over 8,000 trips and a 4.97 customer rating score
- Recognized as Rider Preferred 2018 with 5,000 5-star trips.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Personal Trainer
Eveonasunday Training
10.2013 - 01.2018
- Improved client fitness levels by developing personalized workout plans and monitoring progress.
- Increased client retention through consistent communication, motivation, and support.
- Boosted personal training revenue by promoting additional services to existing clients.
- Streamlined scheduling processes for better time management and session availability.
- Fostered a positive workout environment with upbeat energy and professional demeanor.
Logistics/ Vending Manager
Georgia Co-Op
01.2009 - 10.2016
- Negotiated with various suppliers and vendors to ensure the restaurant obtains the best prices possible for its purchases
- Managed inventory control functions: shipping/receiving and restaurant maintenance
- Increased overall sales through strategic product placement and pricing adjustments.
- Reduced customer complaints from 38% to 17% by retraining 15 employees
- Performed daily clerical, administrative and timekeeping duties
- Increased company profit margin by 20%.
Education
Associate of Science - Business, Management, Marketing, and Related Support Services
Chattahoochee Technical College
Marietta05.2017
High School Diploma -
Westlake High School
Atlanta05.2007
Skills
- Payment Card Processing
- Payment Systems
- Web Support
- Customer Satisfaction
- Medical Coding
- Customer service expertise
- Client Relationship Building
- Call center experience
- Complaint Handling
- Data entry proficiency
Websites
Timeline
Member Services Specialist Tier 2
Kaiser Permanente
11.2023 - Current
Member Services Specialist
Kaiser Permanente
11.2021 - 11.2023
Receiving
Fanatics
09.2019 - 07.2022
Customer Service Specialist
Uber
01.2016 - 10.2020
Personal Trainer
Eveonasunday Training
10.2013 - 01.2018
Logistics/ Vending Manager
Georgia Co-Op
01.2009 - 10.2016
Associate of Science - Business, Management, Marketing, and Related Support Services
Chattahoochee Technical College
High School Diploma -
Westlake High School