KENEISHA THOMAS
GOOSEHEAD INSURANCE
Arlington,Texas
1
Certification
6
years of professional experience
Achieved effective resolution of complex accounts through thorough research and analysis. ,Resolved claims and billing concerns, ensuring compliance with policies and procedures. ,Streamlined financial transaction reconciliation processes, enhancing operational efficiency. ,Maintained high standards of accuracy and confidentiality in managing sensitive financial and healthcare information.
Work History
Property & Casualty Producer / Insurance Agent
3 Months- Manage Property & Casualty insurance accounts and complete policy transactions in accordance with carrier requirements, state regulations, licensing standards, and internal procedures.
- Review customer and policy information for accuracy and research billing, premium, payment, coverage, and account discrepancies.
- Explain coverage limits, deductibles, premiums, endorsements, policy changes, and carrier requirements in clear, practical terms.
- Process policy changes, cancellations, reinstatements, coverage updates, documentation requests, and payment-related inquiries.
- Research complex account concerns across multiple systems, identify the cause of the issue, and determine the appropriate resolution or escalation path.
- Verify identity, financial information, policy details, and supporting documentation while protecting confidential and personally identifiable information.
- Document account activity, research, decisions, and customer interactions accurately and consistently.
- Handle a high volume of account activity while meeting expectations for accuracy, service, compliance, and productivity.
Senior Customer Service Representative | Claims & Account Resolution
3 Years 9 Months- Handled complex member concerns involving healthcare claims, benefits, eligibility, billing, payment determinations, and coverage questions.
- Researched claim histories, payment information, benefit details, eligibility records, and supporting documentation to identify the cause of claim and account issues.
- Investigated denied, pending, unpaid, or incorrectly processed claims and determined when correction, reprocessing, additional documentation, referral, or escalation was needed.
- Reviewed claims and account records for accuracy, completeness, eligibility, and consistency with benefit and processing guidelines.
- Resolved payment discrepancies, billing concerns, and account inconsistencies and clearly explained findings and next steps to members.
- Maintained detailed case notes showing the issue, research completed, records reviewed, actions taken, referrals, and resolution.
- Handled escalated and sensitive cases requiring strong judgment, de-escalation, problem solving, and attention to detail.
- Worked with claims, billing, eligibility, provider support, and other internal teams to resolve complex cases while protecting confidential information.
Staff Performance Coordinator (Temporary Contract)
4 Months- Processed high-volume bank deposits and commercial cash transactions with attention to detail and security protocols.
- Counted and organized currency from banks and customers, ensuring proper authentication and balance.
- Prepared bank deposits and confirmed amounts against records and currency totals.
- Investigated discrepancies such as shortages and transaction errors to maintain accuracy.
- Maintained detailed records of deposits and adjustments to track processing activities.
- Adhered to internal controls and security measures when managing financial assets.
- Identified irregularities in currency deposits and followed proper escalation paths.
Teller / Cash Management Services
1 Year 6 Months- Processed and reconciled high volume bank deposits and commercial cash transactions with a strong focus on accuracy, security, and accountability.
- Counted, sorted, authenticated, and balanced currency received from banks, financial institutions, and commercial customers.
- Prepared bank deposits and verified deposit amounts against slips, transaction records, and physical currency totals.
- Researched shortages, overages, balancing differences, transaction errors, and missing information.
- Maintained accurate records of deposits, adjustments, discrepancies, and completed processing activity.
- Followed strict internal controls, security procedures, and chain-of-custody requirements when handling financial assets.
- Identified questionable currency, deposit irregularities, and processing errors and followed established escalation procedures.
Education
High School Diploma
Skills
Account Research & Resolution
Claims Research
Financial Transaction Processing
Bank Deposit Processing
Cash Reconciliation
Regulatory Compliance
Document Review
Discrepancy Resolution
Property & Casualty Insurance
Benefits & Eligibility
Case Documentation
Billing & Payment Research
Internal Controls
Quality Assurance
Performance Monitoring
Workforce Coordination
Escalation Management
Microsoft Office
CRM & Multi-System Navigation
Claims Status & Payment Review
Account Reconciliation
Transaction Verification
Financial Recordkeeping
Policy Administration
Coverage Analysis
Document Verification
Electronic Case Documentation
Attendance Tracking
Operational Reporting
Microsoft Word
Microsoft Excel
Microsoft Outlook
CRM Systems
Claims Systems
Insurance Policy Systems
Data Entry
Certification
- Property & Casualty Insurance Producer — Multi-State Licensed
Resident License: Texas
Non-Resident Licenses: California • Delaware • District of Columbia • Florida • Maryland • Pennsylvania • Virginia • West Virginia
Timeline
Property & Casualty Producer / Insurance Agent
GOOSEHEAD INSURANCE
05.2026 - 08.2026Read More
Senior Customer Service Representative | Claims & Account Resolution
UNITEDHEALTHCARE
04.2022 - 01.2026Read More
Staff Performance Coordinator (Temporary Contract)
PROLOGISTIX
12.2021 - 04.2022Read More
Teller / Cash Management Services
LOOMIS
06.2020 - 12.2021Read More
Hamilton High School
High School Diploma
Read More