Kamika Marsh
Somerville,MA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
12
12
years of professional experience
Work History
Engagement Lead/Front Desk Concierge
Related Beal
10.2020 - 05.2022
- Enhanced resident experiences by providing personalized recommendations and assisting with reservations.
- Increased client satisfaction by promptly addressing inquiries and providing accurate information about property features and amenities.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Maintained detailed knowledge of local attractions, events, and services to better assist residents in making informed decisions.
- Enhanced community visibility through strategic marketing initiatives, including online advertisements and open house events.
- Established rapport with potential tenants during tours, highlighting community features tailored to their specific needs and preferences.
Member /Provider Services Representative
Tufts Health Plan
03.2020 - 01.2021
- Enhanced customer satisfaction by efficiently resolving member and provider inquiries.
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Improved communication between members and insurance companies, leading to better understanding of policy coverage and claim status.
- Maintained up-to-date knowledge on company products, services, and industry trends to provide accurate information to members and providers.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved billing and prior authorization inquiries and complaints quickly.
Growth Advisor
SimpliSafe
02.2017 - 03.2018
- Collaborated with internal teams to address specific recruitment challenges and develop tailored solutions.
- Conducted comprehensive reference checks to ensure the credibility of potential hires before extending offers.
- Improved employee retention rates through thorough candidate screening and interview techniques.
- Provided exceptional customer service to both candidates and clients, fostering long-term partnerships.
- Streamlined company operations by identifying areas of inefficiency and proposing actionable solutions.
Call Center Operations Manager
Agero
12.2015 - 01.2017
- Improved customer satisfaction by implementing effective call center strategies and streamlining operations.
- Increased agent productivity through regular coaching, feedback sessions, and performance evaluations.
- Reduced employee turnover by fostering a positive work environment and providing career growth opportunities.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Employment Counselor
BayCove Human Services
11.2010 - 12.2013
- Assisted clients in identifying suitable employment opportunities through diligent research and networking.
- Managed individual caseloads effectively, ensuring timely follow-ups with clients on their progress.
- Advocated for underrepresented populations within the local workforce through targeted outreach initiatives.
- Matched clients to open positions based on skills and work requirements.
- Developed career and education plans based on individual needs.
- Counseled clients one-on-one regarding current situation, desires, aptitudes, education, and employment history.
Education
High School Diploma -
Boston High School
Boston, MA Associate of Arts - Business Administration And Management
Roxbury Community College
Boston, MA Certificate of Business Management - Accounting And Business Management
Katherine Gibbs School
Boston, MASkills
- Quality Assurance
- Event Planning
- Marketing
- Cash Handling
- Product Knowledge
- Appointment Scheduling
- Data Entry
- Account updating
- Claims Processing
- Insurance Verification
- Call center experience
- Data entry proficiency
Timeline
Engagement Lead/Front Desk Concierge
Related Beal
10.2020 - 05.2022
Member /Provider Services Representative
Tufts Health Plan
03.2020 - 01.2021
Growth Advisor
SimpliSafe
02.2017 - 03.2018
Call Center Operations Manager
Agero
12.2015 - 01.2017
Employment Counselor
BayCove Human Services
11.2010 - 12.2013
High School Diploma -
Boston High School
Associate of Arts - Business Administration And Management
Roxbury Community College
Certificate of Business Management - Accounting And Business Management
Katherine Gibbs School
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