Ieshia Newman
Summary
Knowledgeable and dedicated customer service professional with extensive experience administration industry. 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Member Services Representative
Kaiser Permanente
10.2020 - 05.2023
- Responds professionally to inquiries from internal/external customers
- Initiates contact with the appropriate Health Plan, medical group, and facility personnel to obtain information relevant to the concern or inquiry as needed
- Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
- Required to effectively interact with diverse work units and relevant organizational departments
- Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks
- Ability to understand relevant policies, processes, and customers
- Assist the department in meeting customer needs and reaching department expectations as well as providing extraordinary customer relations and quality service
- Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintains the privacy and confidentiality of information and protects the assets of the organization
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
Production Worker
Mary Kraft Staffing
10.2019 - 10.2020
- Receives the incoming email and chat requests regarding E-ZPass services
- Advances violations process by approving image review determinations
- Responds to escalated E-ZPass inquiries that require judgment in resolving issues or in making recommendations
- Consistently meets or exceeds performance goals to ensure the highest quality of service is provided to the customer
- Performs account maintenance, including account changes, adjustments, and statement requests.
- Met production targets and tight deadlines by collaborating closely with team members.
Customer Service Representative
Comcast Cable
04.2016 - 09.2019
- Assisted customers with a warm and professional attitude
- Resolved customer information and complaints
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Responsible for answering incoming calls regarding technical questions and problem resolution related to Comcast products as well as customer equipment
- Answer and Resolved billing overflow calls
- Exercises sound judgment within the scope of their empowerment and acts in the best interest of both the customer and the company.
Building Service Worker
Baltimore County Public School Systems
03.2013 - 04.2016
- Enhanced building cleanliness by efficiently performing daily maintenance tasks such as sweeping, mopping, and vacuuming.
- Ensured safety and compliance with fire codes by routinely inspecting and maintaining fire extinguishers and alarm systems.
- Reduced energy costs by monitoring building temperature settings and making necessary adjustments to HVAC systems.
- Maintained a healthy environment by cleaning restrooms, refilling soap dispensers, and sanitizing high-touch surfaces regularly.
Education
High School Diploma -
Community College of Baltimore County- Essex
Essex, MDSkills
- Time Management
- Interpersonal Skills
- Critical Thinking
- Customer Support
- Software Proficiency
- Data Entry
- Technical Support
Certification
- Certified Phlebotomist (NHA) (AMCA)
- Certified Clinical Medical Assistant (CCMA) (AMCA)
- Certified EKG Technician (AMCA)
- CPR
Timeline
Member Services Representative
Kaiser Permanente
10.2020 - 05.2023
Production Worker
Mary Kraft Staffing
10.2019 - 10.2020
Customer Service Representative
Comcast Cable
04.2016 - 09.2019
Building Service Worker
Baltimore County Public School Systems
03.2013 - 04.2016
High School Diploma -
Community College of Baltimore County- Essex
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