Kanijah Bryant
Atlanta,GA
Summary
Detail-oriented and highly organized administrative professional with over 5 years of experience in office management, customer service, and data entry. Proven ability to streamline office processes, manage scheduling, and maintain accurate records while ensuring the highest level of customer satisfaction. Adept at handling administrative tasks, coordinating teams, and supporting day-to-day operations. Seeking to leverage skills in data management, customer service, and organization in an administrative support role to drive efficiency and contribute to team success.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Customer Retention Specialist Manager
CVS OTC Health Solutions
11.2024 - Current
- Led a team of customer retention specialists, managing performance, providing coaching, and ensuring alignment with company goals to enhance customer satisfaction and retention.
- Developed and implemented customer retention strategies aimed at increasing loyalty and reducing churn, analyzing trends and feedback to identify improvement opportunities.
- Collaborated with cross-functional teams, including sales, marketing, and operations, to deliver seamless customer experiences and resolve complex issues effectively.
- Managed high-volume customer inquiries, addressing concerns regarding product usage, benefits, and account management while ensuring timely and accurate responses.
- Utilized CRM tools and data analytics to track customer behavior, assess retention metrics, and create personalized engagement plans to retain and grow the customer base.
- Conducted training sessions and provided ongoing development for team members, improving team performance and enhancing customer interactions.
- Delivered timely and empathetic assistance to customers, resolving inquiries and issues related to CVS OTC health products, ensuring high levels of satisfaction and loyalty.
- Monitored customer accounts for potential issues such as product eligibility, order discrepancies, or shipment delays, implementing solutions to enhance retention and minimize service interruptions.
- Provided in-depth information on CVS’s range of OTC health solutions, helping customers make informed decisions about their health needs and ensuring they maximize their benefits.
Dental Assistant/Office Manager
SmilesbyTee
Smyrna, GA
01.2022 - 11.2024
- Managed day-to-day office operations for a busy dental practice, including appointment scheduling, patient intake, and maintaining patient records.
- Processed insurance claims, verified coverage, and managed billing, ensuring timely payment and accurate records.
- Answered phone calls, responded to emails, and provided excellent customer service to patients, contributing to a positive office environment.
- Ensured compliance with HIPAA regulations by maintaining confidential patient records.
- Oversaw office supplies and inventory management, ensuring seamless operations. Coordinated patient scheduling for a high-volume cosmetic dentistry clinic, ensuring optimal appointment flow and minimizing scheduling conflicts.
- Managed front-desk duties, including answering calls, responding to patient inquiries, and assisting with patient registrations.
Sales Associate/Recruitment Specialist
Smile Direct Club
Buckhead, GA
01.2021 - 12.2022
- Managed customer relationships and provided exceptional service, resulting in increased sales and customer loyalty.
- Played a key role in recruiting talent, including sourcing, screening, and interviewing candidates for various positions.
- Utilized applicant tracking systems to maintain candidate records and support the hiring process.
- Coordinated new employee orientation and onboarding programs, improving retention and staff integration.
- Assisted with administrative tasks such as scheduling interviews and maintaining hiring documentation.
Employee Resource Associate
Advent Health
Rome, GA
05.2020 - 01.2021
- Provided comprehensive employee relations support to field management and employees across multiple regions, addressing personnel management issues, policy interpretation, and ensuring compliance with federal, state, and local employment laws.
- Managed employee relations matters, including investigations, coaching, and conflict resolution for a diverse employee base, ensuring fair and consistent treatment aligned with company policies and regulations.
- Collaborated with cross-functional teams, including HR Business Partners, Compliance, Legal, and Quality Services, to resolve complex employee issues and maintain alignment with corporate goals.
- Delivered leadership and staff training on employee relations topics, conflict management, and legal compliance, fostering a culture of open communication and effective problem-solving.
- Provided administrative support for investigations related to legal claims and federal or state employment inquiries, ensuring that all documentation was accurate and compliant with legal standards.
- Assisted with the on-boarding process for new employees, including supporting the Affirmative Action planning and reporting processes.
- Managed the preparation of corrective action, performance improvement plans, and termination documentation in accordance with organizational policies.
- Led efforts to maintain a positive work environment by proactively identifying and addressing potential employee relations challenges before they escalated.
Patient Intake Coordinator
Tanner Medical Center
Villa Rica, GA
01.2020 - 05.2020
- Served as the first point of contact for patients entering the medical center, providing a welcoming and professional environment.
- Collected and verified patient information, ensuring smooth registration and accurate data entry.
- Assisted patients with paperwork and directed them to the appropriate departments for care.
- Collaborated with medical staff to ensure a seamless intake process and reduced wait times for patients.
Front-End Coordinator
Tanner Medical Center
Villa Rica, GA
01.2020 - 05.2020
- Managed patient scheduling, insurance verification, and revenue billing for a busy health facility.
- Answered the lung screening intake line, handling patient inquiries and ensuring timely follow-ups on voicemails.
- Collected patient demographic information and processed insurance authorizations, ensuring accuracy in patient records.
- Worked closely with physicians’ offices to gather necessary orders and coordinated scheduling and billing functions.
Education
Associate -
Chattahoochee Technical College
08.2024 - 06.2025
Georgia Northwestern Technical College
08.2022 - 01/2023
Associate of Applied Science -
Georgia Highlands College
08.2020 - 05/2022
High School Diploma -
Rome High School
08.2016 - 05/2020
Skills
- Strong organizational and multitasking abilities
- Proficient in Microsoft Office Suite (Word, Excel, Outlook)
- Excellent communication and interpersonal skills
- Customer service -focused with attention to detail
- Data entry and record -keeping proficiency
- Scheduling and calendar management
- Ability to manage front -office operations
- Familiar with medical billing and insurance procedures
- Empathy, professionalism, and discretion
Certification
HIPAA Compliance Training
Timeline
Customer Retention Specialist Manager
CVS OTC Health Solutions
11.2024 - Current
Associate -
Chattahoochee Technical College
08.2024 - 06.2025
Georgia Northwestern Technical College
08.2022 - 01/2023
Dental Assistant/Office Manager
SmilesbyTee
01.2022 - 11.2024
Sales Associate/Recruitment Specialist
Smile Direct Club
01.2021 - 12.2022
Associate of Applied Science -
Georgia Highlands College
08.2020 - 05/2022
Employee Resource Associate
Advent Health
05.2020 - 01.2021
Patient Intake Coordinator
Tanner Medical Center
01.2020 - 05.2020
Front-End Coordinator
Tanner Medical Center
01.2020 - 05.2020
High School Diploma -
Rome High School
08.2016 - 05/2020