Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Kanesia Brown

Kissimmee,FL

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Patrol Officer/Cook/Inmate Monitor

The Transition House
Kissimmee, FL
12.2024 - Current
  • Conduct regular patrols to ensure facility security and safety.
  • Assist in meal preparation and distribution for inmates.
  • Monitor inmate activities, ensuring compliance with facility rules.
  • Maintain order, and report any incidents or rule violations.
  • Support the transition process by fostering a structured environment.
  • Conducted regular patrols in designated areas to deter and detect signs of criminal activity.
  • Directed visitor sign-in, documenting processes and completing appropriate visitation logs.
  • Maintained detailed logs of inmate behavior, incidents, and daily activities.
  • Monitored video surveillance systems to observe prisoner activity throughout the correctional facility.

Reimbursement Specialist

CareMetx, LLC
Orlando, FL
06.2023 - 04.2025
  • Checked claims coding for accuracy with ICD-10 standards.
  • Monitored past due accounts and pursued collections on outstanding invoices.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Resolved customer complaints promptly and efficiently.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

Front Desk Clerk

Holiday Inn Express
Orlando, FL
06.2022 - 12.2024
  • Maintain the welcome desk with a professional appearance.
  • Facilitated successful front desk operations for a high-volume hotel.
  • Processed credit cards, cash, and other forms of payment for guest accounts.
  • I greeted incoming guests warmly, issued room keys, and shared information on policies and amenities.
  • Input customer data into reservation systems and update to reflect room changes.
  • Performed end-of-day closing duties, such as balancing the cash drawer, and counting inventory items.
  • Met the needs of walk-in customers by staying up to date on room availability and current promotions.

Lead

AllianceRx Walgreens Prime
Orlando, FL
10.2016 - 07.2022
  • Assist the Member Service team supervisor in providing coaching and technical/procedural knowledge to the team
  • Monitor and track both AllianceRx and contractor's adherence in IEX to ensure they are adhering to their NICE/IEX schedule
  • Communicate daily game plan to the team
  • Perform periodic side by side to recognize training opportunities
  • Provide support to the Members Service team; handle escalated calls/complaints, as needed
  • Act as a liaison between departments to resolve customer inquiries and complaints
  • Make recommendations to Leadership on areas of improvement within the department to make a more successful team
  • Developed strategies to improve the overall quality of customer experience.
  • Strengthened customer retention by offering discount options.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.

Education

Associate's degree - Criminal Justice

Columbia College
Orlando, FL
10.2015

Skills

  • Leadership
  • Interviewing
  • Food service
  • Customer service
  • Office management
  • Hotel experience
  • Front desk
  • Communication skills
  • Working with people with disabilities
  • Organizational skills
  • Insurance verification
  • Retail sales
  • Night audit

Certification

BLS Certification, Advent Health Orlando, Orlando, FL, 10/01/22, 12/01/22

References

References available upon request.

Timeline

Patrol Officer/Cook/Inmate Monitor

The Transition House
12.2024 - Current

Reimbursement Specialist

CareMetx, LLC
06.2023 - 04.2025

Front Desk Clerk

Holiday Inn Express
06.2022 - 12.2024

Lead

AllianceRx Walgreens Prime
10.2016 - 07.2022

Associate's degree - Criminal Justice

Columbia College

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