Keenesha Bennett
Richardson,TX
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
12
12
years of professional experience
Work History
TIER 2 SPECIALIST
Goldman Sachs
03.2021 - Current
- Answering questions about Marcus products via phone while providing website navigation support and assisting with the application process
- Supporting Marcus customers by answering general questions, taking action on accounts and assisting with general troubleshooting steps
- Accessing multiple electronic systems at once and documenting steps taken to efficiently and accurately complete the request
- Participating in projects or process improvements to drive operational excellence
- Completion of ongoing compliance and remedial training as scheduled
- Meet established goals for all performance metrics, including call quality, productivity and schedule adherence to provide an exceptional level of service to prospective and current customers
- Abide by applicable regulatory and departmental policies and procedures
Claims Benefit Specialist
Connextions
01.2019 - 03.2021
- Resolved issues and inquiries from plan participants regarding healthcare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Reviewed insurance and claims documents to verify required information and secure any missing data.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Verified patient insurance coverage and benefits for medical claims.
- Researched and resolved complex medical claims issues to support timely processing.
Claims Representative
Progressive Insurance
04.2016 - 01.2019
- Provided exceptional customer service, addressing inquiries and concerns promptly and professionally.
- Resolved disputes between insurance carriers through effective negotiation strategies that minimized legal involvement.
- Identified fraudulent claims through thorough analysis, protecting company resources from unnecessary payouts.
- Negotiated fair settlements with claimants, maintaining company''s reputation and financial stability.
- Assisted clients in understanding their policy coverage, fostering trust and confidence in the company.
- Coordinated with repair shops and rental agencies for prompt vehicle assistance to clients during the claim process.
Customer Service Representative
Sprint
12.2013 - 04.2016
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
High School Diploma -
Marlin High School
Marlin, TXAssociate of Science - Accounting And Finance
Richland College
Dallas, TX06.2023
Skills
- Call center experience
- CRM software
- Sales support
- Cross-functional teamwork
- Claims investigation
- Insurance regulations knowledge
- Billing
- Fraud detection
- Customer service
- Data entry
- Computer proficiency
- Payment processing
Timeline
TIER 2 SPECIALIST
Goldman Sachs
03.2021 - Current
Claims Benefit Specialist
Connextions
01.2019 - 03.2021
Claims Representative
Progressive Insurance
04.2016 - 01.2019
Customer Service Representative
Sprint
12.2013 - 04.2016
High School Diploma -
Marlin High School
Associate of Science - Accounting And Finance
Richland College
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