Kameka Banks
Tallahassee,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer support 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.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Member Service Representative
Conduent-Aetna Health
07.2023 - Current
- Ensure confidentiality and privacy standards of protected health information and follow HIPPA guidelines.
- Utilize multiple systems that may pertain to the call. (MedHok, MedCompass, GPS, PNC Biller, Stars Central, Stars Central Portal, MarX)
- Obtains and/or verifies information for cases by answering incoming calls; makes outgoing calls when further information is needed; Routes calls to appropriate departments.
- Documents all call information according to standard operating procedures.
- Maintains and improves quality results by adhering to standards and guidelines; recommends improved procedures.
- Take Aetna calls for COB (coordination of benefits and TPL(third party liability) subrogation for other clients)
- Review medical treatments (in English, not medical terms), dates of service, provides, and medical claims.
Supply Clerk
East Alabama Medical Center,
01.2011 - 09.2011
- Analyzed and adjusted inconsistencies in automated supply accounting system.
- Managed inventory for large commercial business operation.
- Organized and maintained stock records and medical documents.
- Completed regular inventory counts of equipment on book for unit.
- Delivery of supplies to designated departments.
Customer Service Representative
Tier Technologies
03.2010 - 06.2010
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responsible for taking IRS payments for federal and state government delinquent tax payments.
- Verified that payments were processed and distributed correctly.
Customer Service Representative II
Aflac Incorporated
03.2005 - 06.2008
- Provided claim benefits information to customers and providers.
- Provided call coach training for new employees.
- Reviewed personal insurance policies upon request.
- Communicated with policyholders and agents to address their needs.
Education
Bachelor of Science - Interdisciplinary Studies
Troy University
Troy, AL03.2024
Skills
- Customer Support
- Industrial Processes
- Member Relations
- Insurance Claims
- High Call Volume and Quality Metrics
- De-escalation techniques,
- Customer Account Management
- Multi-line phone systems
- Handling Confidential Information
- IRS Payments
- Microsoft Office
- Communications Strategies
Certification
- Life and Health Certification - 2005
Life and Health Certification
Certification grants an individual permission to use a specific title after having met predetermined qualifications established by a regulator agency or professional organization. In practice, few people differentiate between the two forms of credentials; but typically, one must meet certain education, experience, and/or competency standards in order to qualify for either credential.
Timeline
Member Service Representative
Conduent-Aetna Health
07.2023 - Current
Supply Clerk
East Alabama Medical Center,
01.2011 - 09.2011
Customer Service Representative
Tier Technologies
03.2010 - 06.2010
Customer Service Representative II
Aflac Incorporated
03.2005 - 06.2008
Bachelor of Science - Interdisciplinary Studies
Troy University
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