Kanisha Houze

• Addressed customer inquiries via calls, emails, and chat, delivering accurate information and timely solutions.
• Ensured customer confidentiality by adhering to privacy regulations while meeting departmental metrics.
• Assisted with subscriber enrollment and promoted value-added features to enhance customer engagement.
• Resolved account issues through phone interactions, verifying and collecting necessary account information.
• Provided proactive support to anticipate customer needs and improve overall experience.
• Maintained comprehensive knowledge of products, services, and company policies for accurate assistance.
• Investigated complaints and implemented solutions that enhanced customer satisfaction levels.
• Delivered floor support to new hires, facilitating smooth onboarding and answering system-related questions.

• Evaluated applicant creditworthiness to approve loans and establish debt repayment plans.
• Managed document compilation, categorization, and filing for efficient record-keeping.
• Utilized workforce management scheduling and forecasting software for optimal resource allocation.
• Adjusted schedules in real time to accommodate unexpected changes.
• Reviewed customer account data for accuracy before system uploads.
• Generated reports and documents to support departmental operations.
• Accelerated lending cycle through implementation of instant-response loan applications.
• Maintained client accounts by processing transactions and reviewing financial activities.

• Tracked and documented quality levels and KPIs for CSR, environmental, health, and safety efficiently.
• Identified training requirements to ensure compliance with regulations through structured programs.
• Recorded QA activities, supporting compliance via accurate reporting and audit documentation.
• Updated audit programs and questionnaires, recommending policies to strengthen internal controls.
• Conducted staff training and provided feedback to promote continuous quality improvement.
• Ensured adherence to customer service standards while enhancing operational efficiency.
• Mentored technicians and quality assurance team members to foster professional growth.

Assisted customers with inquiries and processed claims efficiently for prompt resolution.

• Scheduled patient appointments and entered accurate demographic data into medical software.
• Submitted claims to providers for uninsured services rendered at appointments.
• Informed callers of required items for appointments and reiterated cancellation policies.
• Provided information upon request, ensuring patient-centered service and professionalism.
• Delivered administrative support for multiple managers, both full-time and on an as-needed basis.
• Verified insurance files and supplied network provider details to members.
• Demonstrated effective time management by prioritizing high-volume inbound and outbound calls.