Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Software
Timeline
Hi, I’m

Damali Kelly

Nashville,TN
There’s no reality except the one contained within us. That’s why so many people live an unreal life. They take images outside them for reality and never allow the world within them to assert itself.
Hermann Hesse
Damali Kelly

Summary

Personable and dedicated Customer Service Representative with extensive experience in the Call Center and Tech industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

12
years of professional experience
1
Language

Work History

The Tennessee Credit Union
Nashville, TN

Member Service Representative
08.2023 - Current

Job overview

  • Adhered to all applicable policies, procedures, regulations, and laws.
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.
  • Answered incoming calls regarding membership benefits and services.
  • Participated in team meetings to discuss customer service strategies and goals.
  • Assisted colleagues with tasks as needed during peak times of activity.
  • Ensured compliance with applicable laws and regulations related to banking operations.
  • Verified identity information on new accounts using established procedures.
  • Maintained accurate records of member interactions and transactions.
  • Responded promptly to emails from members seeking assistance.
  • Identified opportunities for cross-selling additional products or services based on member needs.
  • Attended training sessions regularly to stay abreast of changes in company policies or procedures.
  • Researched complex issues related to accounts or services provided by the organization.
  • Provided guidance to members on how best to use products or services offered by the organization.
  • Completed transactions for membership renewals and extensions.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.

Tend
Nashville, TN

Member Experience Specialist
12.2021 - 04.2023

Job overview

  • Answer on average 85 inbound calls per day
  • Answer dental questions or any other concerns members may have
  • Schedule/ reschedule members to times that works for them and their schedule
  • Answer billing and insurance questions while educating members on their insurance policies
  • Create IVR to verify insurance coverage
  • Assist in submission of claims and fixing any insurance discrepancies
  • Create a good report with members while executing resolutions
  • Answer on average 30 emails per day
  • Upload X-rays or any documents member send in
  • Add transactions to various ledger spreadsheets
  • Follow up on at least 100 cases per day
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.

Aegis Sciences Corporation
Nashville, TN

Biopharma Accessioning Tech/Staffmark
08.2020 - 12.2021

Job overview

  • Unloaded, unpacked and routed incoming specimens by type to different staging areas for further processing.
  • Log specimens into Laboratory Information Management System (LIMS) ensuring accurate demographic and testing request entry
  • Maintain positive specimen identification through the use of barcodes and ‘Chain of Custody’ procedures
  • Aliquot specimens for initial requested testing and facilitate delivery to appropriate laboratories
  • Store specimens per storage requirements allowing for ease of location of samples post-initial testing
  • Aliquot and facilitate delivery of specimens to appropriate laboratory section for additional, repeat or confirmation testing as directed through the LIMS system or by laboratory leadership
  • Comply with all individual and team and laboratory safety and quality procedures and requirements
  • Verify samples/specimens for discard through Horizon Notify Shipping/Receiving/QC Departments of low stock and/or needed supplies
  • Met quality control standards by examining specimens for adequacy and appropriateness.
  • Labeled and numbered specimens for accurate recordkeeping and blind testing.
  • Captured client and specimen data electronically to build and update files.
  • Kept lab space and equipment clean to prevent contamination with hazardous substances.

Asurion Insurance
Antioch, TN

Technical Support Representative
09.2016 - 03.2020

Job overview

  • Provide premier technical support and troubleshooting
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Assisted with setting up and operating security systems that are compatible with apps on customers' devices
  • Sent out warranty replacement while accurately informing customers of our disclosures
  • Tracked packages and or assisted with finding package on their device using tracking numbers
  • Have extensive knowledge in operating systems such as Android and IOS
  • Kept notes organized and legible on customer’s accounts
  • Demonstrated advanced product knowledge to solve customer issues.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
  • Supported customers with online billing, access and account issues.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Maintained up-to-date case documentation for future reference.

Automated Health Systems Inc.
Nashville, TN

Data Entry Specialist
03.2018 - 03.2020

Job overview

  • Assisted callers with siging up correctly for Medicaid and Medicare.
  • Resolved discrepancies in data entry activities for accurate, complete jobs.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Searched, extracted and interpreted information to determine correct input procedure.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Acted as a departmental resource on appeals matters.
  • Checked documentation for accuracy and validity on updated systems.
  • Maintained confidentiality of patient finances, records, and health statuses.

Oasis Pavilion Nursing and Rehabilitation Center
Nashville, TN

Internship Student
08.2012 - 05.2014

Job overview

  • Assisted RN with completing all nursing daily duties with supervision and guidance
  • Collaborated extensively with nursing home administration, physicians, physician assistants, and nurse practitioners on a daily basis to coordinate care for over 100 patients
  • Ensured a safe and comfortable work environment
  • Preserve patient dignity and minimize discomfort while carrying out duties such as bedpan changes, diapering, emptying drainage bags and bathing
  • Reports observations, conditions and problems of patients to the licensed nurse
  • Charted vital signs and a daily rounding report into the patient’s electronic chart
  • Interacted with residents families to promote a supportive environment
  • Worked well in team environment as well as independently.
  • Learned tenets of professional office behavior and thoughtful collaboration.
  • Worked with teams to support goals and build experience.
  • Shadowed staff and learned advanced work.

Education

South College

Associate of Science from Medical Diagnostic Sonography
06.2024

McGavock High School

High School Diploma

Skills

  • Call Center (3 years)
  • Tech Support
  • Customer Service
  • Excel
  • Data Entry
  • Typing (10 years)
  • Adobe
  • Data-Entry
  • Word
  • Iphone
  • Paint
  • Apple
  • Help Desk
  • Troubleshooting
  • Manufacturing
  • Machine Operator
  • Assembly
  • Quality Assurance
  • Quality Control
  • Maintenance
  • Fast learner
  • Android
  • Operating Systems
  • Mac OS
  • IOS
  • Microsoft Windows
  • Linux
  • Computer Networking
  • Network Support
  • Computer literacy
  • Nursing home experience (2 years)
  • Insurance knowledge
  • Perspective to gain more understanding
  • Transaction Processing
  • Multitasking and Prioritization
  • Data Entry and Maintenance
  • Courteous with Strong Service Mindset
  • Verbal and Written Communication
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Call Documentation
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Work-life balanceCareer advancementPaid sick leaveHealthcare benefitsFlexible work hoursPaid time off401k matchWork from home optionPersonal development programsStock Options / Equity / Profit Sharing

Software

Ios

Timeline

Member Service Representative

The Tennessee Credit Union
08.2023 - Current

Member Experience Specialist

Tend
12.2021 - 04.2023

Biopharma Accessioning Tech/Staffmark

Aegis Sciences Corporation
08.2020 - 12.2021

Data Entry Specialist

Automated Health Systems Inc.
03.2018 - 03.2020

Technical Support Representative

Asurion Insurance
09.2016 - 03.2020

Internship Student

Oasis Pavilion Nursing and Rehabilitation Center
08.2012 - 05.2014

South College

Associate of Science from Medical Diagnostic Sonography

McGavock High School

High School Diploma

Similar Profiles

CREATE PROFILE
Damali Kelly