Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Keith D. Fisher

Baltimore,USA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Experienced Customer Service Representative with 5+ years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.

Overview

29
29
years of professional experience

Work History

Program Assistant

Baltimore VA Medical Center Annex
06.2024 - Current
  • Assisting homeless Veterans in obtaining VA and non-VA services. Referring veterans to a variety of community partners for assistance. Assisting Baltimore’s homeless Veterans with basic necessities such as showers, laundry services, clothing and meals. Organizing and distributing food pantry items, clothing, hygiene items, and daily meals for veterans on a walk-in basis.
  • Community Resource and Referral Center (CRRC)
  • Supervisor: Shanita Burch

Call Center Agent

UST Healthproof
04.2023 - 12.2023
  • As a call center agent, received and responded to inbound phone calls for customer assistance. Responded to outbound phone call requests. Documented all calls in ticketing and tracking systems. Responded to customer inquiries and provide data to customers within a required time frame. Acted as liaison between the claims department and providers. Researched customer claims in the primary payor systems. Ensured the highest level of customer service on every call. Maintained a full comprehensive understanding of the covered plan benefits. Handled high volume of inbound calls daily.
  • Remote
  • Supervisor: Nicole Newton

Operations Supervisor

Staples, Inc
11.2021 - 04.2023
  • Provided supervision to all service areas in the store; including cash, copy and technology services. Have direct accountability for all cash and service associates. Depending on volume, provide assistance for copy and technology services associates. Required to take an active role maximizing sales and ensuring complete customer satisfaction. Takes a lead role in providing guidance, training and coaching on company initiatives, sales programs and product knowledge to maximize sales and earnings. Perform duties as key holder (open and closing the store) and performs. Manager on Duty shifts. Supervise and complete all unloading and stocking of product truck deliveries. Supervise and complete moving of all stock to sales floor. Initiate and supervise all aspects of merchandising and pricing in all departments of sales floor areas. Performed duties as front end supervisor and cashier as required.
  • Supervisor: Paul Stephens
  • (410) 461-1465

Stock Clerk

Harris Teeter
06.2019 - 07.2021
  • Received and unloaded truck deliveries for grocery, dairy, frozen, and produce. Broke down pallets of merchandise and distributed products to appropriated department. Determined sequence and release of back orders according to stock availability. Received and counted stock items and recorded data manually. Issued and distributed materials, products, parts and supplies to customers and coworkers. Sold materials, equipment, and other items from stock in retail settings. Conducted inventories for back stock and all shelved items weekly. Cleaned stockroom and salesfloor areas daily to ensure compliance with company standards.
  • Supervisor: Michelle Spangler
  • (828) 255-1817

Sales Associate/Merchandise Associate

J.C Penney
06.2016 - 06.2019
  • Engaged with customers enthusiastically to drive sales. Processed cash and credit payments as a cashier, using point-of-sale (POS) systems. Performed all functions regarding receiving, stock, and housekeeping-related tasks. Directed customers to merchandise throughout the store. Demonstrated superior product knowledge. Maintained an orderly appearance throughout the sales floor. Assisted Merchandise Manager in production planning, development and execution activities. Supervised merchandising team in everyday job duties. Resolved production and development issues in a timely manner. Assisted in merchandise pricing and sales promotion activities to meet business goals. Safely operated back room equipment and tools to complete daily tasks.
  • Supervisor: Rene Kawar
  • Phone: (828) 299-0040

Customer Service Representative

Sitel Inc.
06.2011 - 07.2016
  • Company Overview: Client: Horizon Blue Cross Blue Shield Of New Jersey
  • Handled high volume of contact center calls from, patients, and providers. Verified patient information in accordance with HIPAA regulations. Accessed patient information through use of multiple internal databases. Advised patients of available benefits and services. Reviewed claims and provided detailed explanations of services and charges related to treatment and medicine. Took customer calls and provided accurate, satisfactory answers to their queries and concerns. Used knowledge of ICD-9/10, CPT, codes to resolve claim inquiries. De-escalated situations involving dissatisfied customers, offering compassionate assistance and support. Called clients and customers to inform them about the company’s new products, services and policies. Collaborated with multi-disciplinary team of professionals to improve customer service. Help to train new employees and inform them about the company’s customer management policies. Ensured legal compliance by following company policies, procedures, guidelines, as well as CMS, state and federal insurance regulations. Assisted with patient appointment scheduling. Appropriately documented all client interactions according to established departmental procedures.
  • Supervisor: Jason Payne
  • Phone: (828) 277-4900

Services Supervisor/Assist Agent

HMO Member Services
01.2012 - 01.2016
  • Monitored and supervised team of frontline call center agents. Maintained availability to assist frontline agents and act as supervisor for escalated issues. Reviewed and critiqued calls to give feedback and instruction to agents in order to improve performance. Accepted and handled escalated issues while taking responsibility for resolution. Managed inbound/outbound correspondence. Made outbound calls to patients, physicians and providers in order to resolve critical, complicated, escalated issues requiring resolution. Acted as real time analyst to ensure agent availability for inbound calls handled in a timely manner. Promoted teamwork and contact center success.

Claims Specialist

HMO Member Services
01.2013 - 01.2016
  • Utilized patients' electronic health records to code medical procedures and examine insurance claims. Analyzed insurance claims, detected coding errors, and verifying medical coverage. Examined complex and intricate claims to determine whether they may be covered. Assisted senior adjusters with complicated or unusual claims. Approved or denied claims, and forwarded them to claim investigators for further review. Communicated with insurance agents, physicians and beneficiaries. Prepared claim forms and related documentation. Reviewed claim submissions and verified all information provided. Determined policy coverage and calculated claim amounts. Adjusted claims for proper payment and adjudication per policy benefits. Processed claim payments. Complied with federal, state, and company regulations and policies. Performed other clerical tasks, as required.

Trainer

HMO Member Services
  • Trained new hires in all aspects of call center procedures medical benefits, and claims. Instructed students on customer service-orientated problem-solving. Independently oversaw the classroom environment through long-term and complex training situations. Managed student performance of new hires to HMO Member Services Team. Collaborated with call center teams to ensure the successful development and transfer of learning from the classroom back to the job. Worked with Site Director, Training Manager, Operations Leaders, and Quality Control to assess training needs of new hires and existing employees as needed. Conducted training assessments to determine training needs of employees. Delivered training using various learning methods, a variety of techniques or formats to best meet the learning needs of the trainee (e.g. in person, virtual, written, computer based, role playing, simulations, individual, group). Selected to train new hires in Baguio, Phillipines via international virtual system prior to contract transfer. Any other duties as appropriate and assigned by management.

Program Manager/On Air Announcer

WPVM Radio 103.5 FM
11.2009 - 04.2011
  • Produced and hosted local talk shows. Scheduled and conducted live community interviews. Programmed all music and talk elements daily. Coordinated all fund drive activities. Supervised On Air Staff.
  • Supervisor: Wally Bowen

Fashion Consultant, Ladies Shoes

Dillards
09.2008 - 10.2009
  • Supervisor: Susan Joseph
  • Phone: (828) 298-2611

Music Director/On Air Personality

Radio One Baltimore
03.1996 - 12.2005
  • Hosted and announced live and recorded programs. Organized and programmed top rated adult radio station in Baltimore. Formatted and Launched Syndicated Tom Joyner morning show from inception, growing the program into a top rated local morning show. Designed, produced, and supplied commercial and sales orders for multiple clients resulting in consistently high ad revenues. Provided quality customer service to targeted demo, national and local clients, record labels and promotional firms.
  • Supervisor: Tim Watts
  • Phone: (410)-481-9590

Education

Diploma - Radio

Broadcasting Institute Of Maryland
01.1993

Diploma - General Studies

H.D. Woodson High School
Washington, DC
01.1982

Skills

  • Word
  • Excel
  • Power Point
  • NASCO
  • QXNT
  • UCSW

Affiliations

  • United States Air Force Security Specialist 1983-1992
  • Incirlik Airbase, Adana Turkey 06/83-06-84
  • Chicksands Air Base United Kingdom 06/84-10/86
  • F.E. Warren Air Force Base 10/86-01-91
  • Cheyenne, Wyoming
  • King Salmon Airbase 01/91-01/92
  • King Salmon, Alaska
  • Holloman Airbase 01/92-10/92
  • Alamogordo, NM
  • Honorable Discharge: October 1992
  • Grade Staff Sergeant/E-5 Desert Shield/Desert Storm Era Veteran

Timeline

Program Assistant

Baltimore VA Medical Center Annex
06.2024 - Current

Call Center Agent

UST Healthproof
04.2023 - 12.2023

Operations Supervisor

Staples, Inc
11.2021 - 04.2023

Stock Clerk

Harris Teeter
06.2019 - 07.2021

Sales Associate/Merchandise Associate

J.C Penney
06.2016 - 06.2019

Claims Specialist

HMO Member Services
01.2013 - 01.2016

Services Supervisor/Assist Agent

HMO Member Services
01.2012 - 01.2016

Customer Service Representative

Sitel Inc.
06.2011 - 07.2016

Program Manager/On Air Announcer

WPVM Radio 103.5 FM
11.2009 - 04.2011

Fashion Consultant, Ladies Shoes

Dillards
09.2008 - 10.2009

Music Director/On Air Personality

Radio One Baltimore
03.1996 - 12.2005

Trainer

HMO Member Services

Diploma - Radio

Broadcasting Institute Of Maryland

Diploma - General Studies

H.D. Woodson High School

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