Kaleeyah Kenney
Kansas City,MO
Summary
Proven problem-solver and effective communicator, adept at multitasking and thriving under pressure. At Cigna, I excelled in fast-paced environments, leveraging critical thinking and computer skills to enhance pharmacy help desk operations. Demonstrated exceptional teamwork and customer service, significantly improving resolution efficiency and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Pharmacy Help Desk
Cigna
03.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Identify pharmacy providers and beneficiaries needs, clarify information, research every issue and providing solutions. Answer incoming pharmacy calls regarding issues related to a claim.
Resolution Specialist
Walmart
02.2020 - 03.2024
- Provides customer service by responding to and resolving customer and store disputes and ad-hoc questions requiring complex research ; collaborating with customers to escalate customer inquiries and provide status updates and guidance to management; conducting compliance reviews ; negotiating dispute resolution ; analyzing, interpreting, and consolidating information into reporting for customer review; ensuring sensitive electronic payment data of customers and associates is protected; and coordinating communication between customer and third party service providers.
- Contributes to service improvements to advance work processes through knowledge of policies, procedures, and guidelines by collecting and documenting Walmart Services data; providing insights to product teams on incoming questions and issues ; determining and implementing support process improvements and communicating them with the Walmart Services support team; and working with multiple departments within Walmart Services to research and implement improvements.
- Evaluates incoming questions and issues and ensures resolution by collaborating with internal and external business partners to determine the root cause of issues; evaluating services data and documenting it into the appropriate format; pulling data and identifying trends in order to drive business actions; collaborating with business partners to determine and provide solutions; ensuring that resolution meets business and customer requirements; tracking resolution metrics and utilizing data to determine effectiveness of the resolution offerings; and ensuring future resolution expectations are communicated to all relevant stakeholders .
- Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
- Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
- Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.
Warehouse Worker
NFI Logistics
02.2015 - 10.2020
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as Number pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
Education
High School Diploma -
Success Academy
Kansas City, MO05.2015
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Flexible and Adaptable
- Dependable and Responsible
- Multitasking
- Multitasking Abilities
- Excellent Communication
- Critical Thinking
- Computer Skills
- Organizational Skills
- Calm Under Pressure
- Active Listening
- Organization and Time Management
- Decision-Making
- Problem Resolution
- Verbal Communication
Languages
English
Full Professional
Timeline
Pharmacy Help Desk
Cigna
03.2024 - Current
Resolution Specialist
Walmart
02.2020 - 03.2024
Warehouse Worker
NFI Logistics
02.2015 - 10.2020
High School Diploma -
Success Academy
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