Cynthia Keeney
Scott Depot
Summary
Supervising and coaching candidates for virtual testing across multiple states, enhancing compliance and operational efficiency. Skilled in customer service communications, issue resolution, and onboarding processes, ensuring a positive experience for candidates and clients alike.
Overview
10
10
years of professional experience
Work History
ISR II
Nationwide Insurance Company
Columbus
09.2020 - 02.2023
- Resolved customer issues through knowledgeable, friendly service, contributing to increased satisfaction levels.
- Assisted with inquiries and requests, ensuring timely support for customers.
- Participated in continuing education and advanced training to maintain up-to-date knowledge and improve service delivery.
Exam Proctor/ On Boarding Agent
Exam room.Al/Prov
Charleston
01.2017 - 08.2020
- Proctored test sessions for over 100 clients nationwide, ensuring compliance with policies and procedures. Reported testing anomalies promptly and halted exams. Controlled testing environment, ensuring adherence to candidate reference material guidelines. Onboarded candidates virtually to verify adherence to materials and acceptable testing conditions. Provided customer service support tailored to specific state regulations. Performed general office duties to enhance operational efficiency.
- Monitored exam environments to ensure adherence to testing protocols.
- Verified student identification before permitting access to examinations.
- Distributed examination materials according to established procedures.
Agent Pipeline / Account Director
03.2013 - 08.2016
- Collaborated with national regional sales director to align agents and agencies on contract completion and certifications. Processed contracts, followed up on tasks and emails, assisted with enrollment and commission issues, and provided current carrier information to marketers and staff.Maintained updated document database, spreadsheets, and system for national accounts to ensure accurate record-keeping.
- Managed customer inquiries and provided information about services and products.
- Coordinated schedules and appointments for clients and agents efficiently.
- Developed relationships with clients to ensure satisfaction and loyalty.
Customer Experience Advocate
Healthsmart Benefits
12.2012 - 03.2013
- Answered questions regarding over 70 corporate benefits for employees and medical, dental, and vision providers in the United States. Resolved inquiries on claims, claim status, payments, and adjustments to enhance customer satisfaction. Following all HIPAA policies and procedures to provide privacy and protection of identifying information and prevent fraud and identity theft. Ensured accuracy of paid claims per each company's benefit policy to maintain compliance and trust.
- Assisted customers in understanding benefits and health plan options.
- Educated clients on claims processes and resolution steps.
- Collaborated with team members to enhance customer service workflows.
Education
Legal secretary
NorthEastern Business College
Skills
- Customer support and service
- Issue resolution
- Training and education
- Operational compliance
- Data management
- Relationship management
- Test administration
- Effective communication
- Attention to detail
- Active listening
- Interpersonal communication
Timeline
ISR II
Nationwide Insurance Company
09.2020 - 02.2023
Exam Proctor/ On Boarding Agent
Exam room.Al/Prov
01.2017 - 08.2020
Agent Pipeline / Account Director
03.2013 - 08.2016
Customer Experience Advocate
Healthsmart Benefits
12.2012 - 03.2013
Legal secretary
NorthEastern Business College