Kendra Nichols-Bruton
Glendale, ,AZ,
Summary
I am a consistent, hardworking, initiative-taking, motivated Receptionist, Secretary, Customer Service Representative, Administrative Assistant, Office Assistant, Front Desk, Data Entry & File Clerk with 10 + years of clerical skills. I enjoy working with and for the public. I am a friendly, energetic, outgoing, and dependable person. It is crucial to demonstrate the importance of my job duties and expectations. I am also looking to improve my position in the workforce and expand my knowledge and skills. I am also looking to set up long-term employment in a friendly environment. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate differnet software and computer systems. Effective at operating within state and federal regulations and Customer Service department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
1
1
year of professional experience
Work History
Customer Service - Producer Help Desk
United Healthcare
PHOENIX, az
09.2021 - 02.2022
- Took inbound calls from agents and helped them with health insurance plan questions, helped find providers, and informed them of drugs costs for the members or potential members
- Answered questions from agents about their commission’s statements and payouts
- Helped them troubleshoot system issues
- Made notes on agent’s accounts if calls had to be escalated and made callbacks when issues were resolved
- Systems used: ICM, Jarvis, PCL, Marx (Medicare lookup), RPA (state Medicaid lookup), Learning Lab (certifications and training videos), GPS (member account lookup), and various other systems.
customer service
Teleperformance
phoenix, az
11.2020 - 05.2021
- Member services, blue cross blue shield of California, Managed incoming calls, identified, and assessed the customers’ needs, provided accurate valid, and complete information using the right tools, methods, and policies, processed payments for customer accounts, make notes for the records, answered questions for members about their health insurance policies using the company systems, the internet, the Blue Cross Blue Shield of California’s website, Citrix, Cisco, and other available resources.
Education
bachelor of science - business administration / social
Grand Canyon University (GCU)
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El Reno High School
Skills
- RECEPTIONIST – highly skilled in greeting visitors and directing them to the right person or department Well-versed in managing guests’ books and issuing security passes Firsthand experience in giving information to visitors and answering their questions
- CUSTOMER SERVICE – patience, attentiveness, clear communication skills, knowledge of the product, ability to use positive language, time management skills
- SECRETARY – good organization suitable time management, effective communication, written and verbal Discretion, accuracy and good attention to detail, ability to stay calm and tactful under pressure, self-motivated
- COMPUTER SYSTEMS & OTHER OFFICE EQUIPMENT –
- Microsoft office, Microsoft word, Microsoft excel, Microsoft Edge, Microsoft teams, Zoom, PowerPoint, Internet, Google, Chrome, Gmail, Outlook, Yahoo, Adobe Reader, PDF, Windows, Adobe Connect, QuickBooks, Genesis/WWE (phone system), Cisco, ICM, Jarvis, PCL (call log), GPS (member accounts lookup), Marx (Medicare lookup), RPA (Medicaid lookup), Learning Lab, and various other software programs, typewriter, fax/copy machine, cash register, 10-key
- Bank Teller – cash handling, customer service, technical skills, problem-solving, computer skills, know mathematics
- GENERAL CLERICAL OFFICE – answers phones using client relations communication, forwarding calls, message taking, routing calls using switchboard, telephone verbal communication, manages correspondence using email, and general mail system, typing, word processing, written communication, customer service, directing visitors, flexible, friendly, greet guests, interpersonal communication, positive attitude, reliable
- DATA ENTRY – fast typing speed, basic software knowledge, verbal and written communication skills, attention to detail, the ability to operate standard office equipment,
- FILE CLERK – keeps records of materials filed or removed, using log-books or computers, adding new materials to files records, creating new records as necessary, performing general office duties such as typing operating office machines and sorting mail, tracking materials removed from files to ensure that borrowed files are returned, gather materials to be filed from departments and employees, sort or classify information according to guidelines such as content, purpose, user criteria or chronological, alphabetical, or numerical order, find and retrieve information from files in response to requests from authorized users, scan or read incoming materials in order to determine how and where they should be classified or filed
- Decision-Making
- Flexible and Adaptable
- Active Listening
- Multitasking Abilities
- Excellent Communication
- Written Communication
- Planning and Coordination
- Interpersonal Communication
- Organization and Time Management
- G-Suite
- Self-Motivated
- MS Office
- Data Entry
- Attention to Detail
- Problem-Solving
- Good Telephone Etiquette
Timeline
Customer Service - Producer Help Desk
United Healthcare
09.2021 - 02.2022
customer service
Teleperformance
11.2020 - 05.2021
bachelor of science - business administration / social
Grand Canyon University (GCU)
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El Reno High School