Keishaunia Harper
Euless
Summary
Seeking to obtain employment in a customer service based position to help manage and direct the system of quality customer service.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
United Healthcare, UHG
11.2023 - 06.2026
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Resolved complex inquiries by leveraging knowledge of healthcare policies and procedures.
- Trained new employees on customer service protocols and system navigation.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Managed escalated issues, ensuring timely resolution and customer satisfaction.
- Facilitated regular team meetings to discuss performance metrics and share best practices.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Supervisor/Escalation Coordinator
ADT
04.2021 - 10.2023
- Manage escalated customer complaints, executing strategic resolutions for issues that are beyond the scope of frontline services, ultimately driving customer satisfaction and loyalty.
- Conduct in-depth assessments of customer concerns, utilizing active listening and critical thinking skills to design the most effective course of action, resulting in swift, satisfactory resolutions.
- Advocate for customers by communicating their feedback to cross-functional teams, influencing product improvements and service enhancements.
- Inform and educate customers about the extensive range of ADT’s products and services, empowering them to make informed decisions that suit their unique needs.
- Continually enhance the overall customer experience by proactively identifying opportunities for process improvements and initiating relevant solutions.
- Remote WFH
Claims Support Specialist I
Geico
02.2019 - 02.2021
- Pioneered a compassionate service approach for customers involved in accidents, setting up new claim reports and tactfully cross-selling relevant additional products, bolstering customer trust and relationships.
- Addressed customer inquiries, providing insightful and comprehensive responses that enhanced customer understanding.
- Spearheaded a meticulous claims investigation process, which entailed processing claims and determining accurate resolutions, contributing to the efficiency and accuracy of claims management.
- Updated customer information and maintained records, ensuring data integrity, enhancing customer service efficiency, and promoting a seamless claims experience.
- Remote WFH
Claims Benefit Operations Specialist I
Humana
05.2018 - 02.2019
- Applies medical necessity guidelines, determine coverage, complete eligibility verification, identify discrepancies, and applies all cost containment measures to assist in the claim adjudication process.
- Proofs claim or referral submission to determine, review, or apply appropriate guidelines, coding, member identification processes, provider selection processes, claim coding, including procedure, diagnosis and pre-coding requirements.
- Utilizes all applicable system functions available ensuring accurate and timely claim processing.
- Remote WFH
Education
HS Diploma - General Education
Greenville High School
Greenville, MS05.2018
Skills
- Technical support
- Microsoft Office Suite: Excel, Power Point, Publisher, Word, Access
- Administrative Tasks (Budgeting, Quotes, Excess Processes, Memos and Reports)
- Operating Systems: MAC , windows
- Exceptional judgment and strategic planning, thinking skills and interpersonal skills
- Ability to work professionally with sensitive items/materials, proprietary data and information while maintaining confidentiality; record keeping and multi-tasking skill set
- Exhibits excellent organizational and problem-solving skills and displays a strong work ethic
- Ability to work well independently or in a group setting
- Exemplifies strong customer service skills
Timeline
Customer Service Representative
United Healthcare, UHG
11.2023 - 06.2026
Customer Service Supervisor/Escalation Coordinator
ADT
04.2021 - 10.2023
Claims Support Specialist I
Geico
02.2019 - 02.2021
Claims Benefit Operations Specialist I
Humana
05.2018 - 02.2019
HS Diploma - General Education
Greenville High School