Kahmarae Eaton Duncan
Kissimmee
Summary
Experienced customer service representative with a strong focus on effective communication and problem-solving. Utilizes active listening skills to understand customer needs and desires, ensuring personalized solutions that foster loyalty. Demonstrates a service-oriented approach to enhance customer experiences, consistently delivering top-notch service. Proficient in both oral and written communication, with a keen ability to analyze and resolve complex issues.
Overview
10
10
years of professional experience
Work History
Technical Support Agent
Kelly Services
01.2023 - Current
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Trained new chat support specialists, fostering a supportive work environment that encouraged growth and development.
- Maintained detailed records of customer interactions, ensuring smooth handoffs between shifts or escalation when necessary.
Licensed Insurance Agent
Allstate Corp
10.2022 - Current
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Upsold additional products and services after identifying customer needs and requirements.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Promoted products and services using upselling and other sales strategies.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
Consumer Access Specialist (Temp Position)
Medasource
06.2022 - 10.2022
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
Non-Clinical Intake Representative
Cigna
05.2019 - 06.2022
- Performed various administrative tasks by filing, copying and faxing documents.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
- Worked with clinical and operations teams to facilitate client placement and obtain appropriate services for clients.
- Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
- Input all patient data regarding claims and prior authorizations into system accurately.
Customer Service Representative
Adecco Staffing
06.2015 - 05.2018
- Updated account information to maintain customer records.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Tracked customer service cases and updated service software with customer information.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA02.2013
Skills
- Patient Admission
- Clinical Messaging
- Billing Procedures
- Computerized Time Management Systems
- Data Entry
- Information Verification
- Customer Relationship Management
- Administrative Support
- Technical troubleshooting
- System diagnostics
- Customer support
- Training and development
Timeline
Technical Support Agent
Kelly Services
01.2023 - Current
Licensed Insurance Agent
Allstate Corp
10.2022 - Current
Consumer Access Specialist (Temp Position)
Medasource
06.2022 - 10.2022
Non-Clinical Intake Representative
Cigna
05.2019 - 06.2022
Customer Service Representative
Adecco Staffing
06.2015 - 05.2018
High School Diploma -
Penn Foster Career School