Kenesha Pickett
Hammond,IN
Summary
Detail-oriented customer service and quality assurance professional with experience in patient care advocacy and education support. Develops test scenarios and executes end-to-end validation to verify compliance and improve system reliability. Documents findings to support process validation and enhance user experience.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Quality Assurance Analyst/Team Lead
ILLINOIS TOLLWAY AUTHORITY
05.2023 - Current
- Design and execute detailed test scenarios and validation checks to assess system workflows, agent performance, and data accuracy across multiple platforms.
- Define quality benchmarks and acceptance criteria to ensure compliance with operational and regulatory standards.
- Analyzed call data and system outputs to pinpoint defects, inconsistencies, and performance gaps, enhancing overall service quality.
- Documented findings and delivered actionable reports to stakeholders, driving continuous improvement initiatives.
- Perform regression testing following system updates, policy changes, and process enhancements.
- Supported end-to-end quality processes by aligning team performance with established QA standards, ensuring compliance and operational excellence.
- Illinois Tollway- Remote
Patient Access Representative
Talkiatry
Hammond, IN
05.2022 - 04.2023
- Validated accuracy of patient data across scheduling, insurance, and clinical systems to ensure reliable integration and support patient care.
- Performed functional testing of workflows related to appointment booking and insurance verification.
- Ensured strict compliance with HIPAA and data integrity requirements in a telehealth environment.
- Identified system issues and escalated defects to enhance patient experience and maintain data reliability.
Customer Service Representative
United Health Group/OptumRx
Hammond, IN
10.2021 - 05.2022
- Answered 50-70 incoming calls per day from customers and provided support for patient needs.
- Educated patients and staff on pharmacy protocols and procedures while ensuring careful service and HIPAA compliance.
- Coordinated with care providers for medication processing and collaborated with internal medical teams to streamline patient care access and assist with prior authorization requests and insurance verification.
- Investigated complex issues across multiple databases and collaborated with support teams to resolve customer and escalated issues.
- Set up and activated customer accounts.
- Performed quality reviews and process validation across pharmacy and insurance systems.
- Reviewed data discrepancies across multiple databases to resolve integration and accuracy issues.
- Monitored performance metrics to uphold quality standards and ensure documentation that is aligned with internal quality standards.
Education Specialist
Valor Intelligent Processing
Jacksonville, FL
07.2020 - 04.2021
- Liaised between School Operations team and customers to facilitate effective communication and address needs.
- Resolved customer service and technical issues related to K12 proprietary systems, hardware, software, and networking through written and verbal communication.
- Educated customers on procedural guidelines to ensure comprehensive solutions for technical and service inquiries, while opening and tracking Engineering tickets until resolution.
- Maintained updated knowledge of K-12 proprietary systems and hardware products.
- Tested proprietary K-12 systems for functionality, reliability, and user experience.
- Logged and tracked defects through ticketing systems, validating fixes through follow-up testing.
Cash Logistics Processor
Brinks
Jacksonville, FL
06.2019 - 07.2020
- Secured millions for services through precise financial management. of dollars for local Brinks delivery services through meticulous counting and management.
- Verified prices and computed totals to complete accurate invoices.
- Validated transactional data, invoices, and financial records for accuracy and compliance.
- Maintained detailed documentation supporting audit and quality assurance requirements.
- Resolved complaints and eliminated delays by collaborating with vendors and updating strategies.
- Collaborated with vendors to resolve complaints and eliminate delays, improving overall service delivery.
- Executed routine office tasks, including copying, answering telephones, file management, and data entry, to optimize operations and enhance service to internal and external customers.
Construction Manager
Glovett Holding LLC
Gary, IN
01.2017 - 05.2019
- Sustained safety protocols, ensuring cost-effective handling of equipment and materials.
- Maintained safe work environment with zero accidents or lost workdays.
- Reduced cost by utilizing site resources, schedules, budgets and subcontractors effectively.
- Maintained daily communication with vendors to facilitate project progress.
- Prepared cost and inventory reports and maintained accurate records using a company work order reporting system.
- Screened, selected, and trained new employees to enhance the onboarding process.
Education
High school diploma -
First Coast High School
Jacksonville, FL06-2013
Skills
- Functional, Regression & End-to-End Testing
- Quality Assurance & Quality Analysis
- Analysis skills
- Data Accuracy & Validation Testing
- Technical Proficiency
- Technical troubleshooting support
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Microsoft Access
- Microsoft Windows
- Microsoft Teams
- QuickBooks
- QuickBooks Payroll
- CMMS
- ERP systems
- Office Manager
- Records management
- Order management system
- Purchase order management
- Purchasing
- Purchasing agent experience
- Sales
- Buyer experience
- Client service
- Customer service
- Customer Service Specialist
- Customer support experience within healthcare industry
- Customer support experience within telecommunications industry
- Extensive customer support
- Help Desk
- Customer support specialist experience
- Call center experience
- Government agency customer support
- Client interaction via phone calls
- Email support
- Live chat
- Phone communication
- Phone support
- Objection handling
- Customer issue escalation
- Interviewing
- Candidate sourcing
- Typing
- Data entry
- Organization
- Attention to detail
- Ramps management
- Response time improvement
- Problem-solving
- Team management
- Supervising experience
- Team Building/Conflict Resolution
- Communication
- Interpersonal skills
- Direct negotiation procurement
- Correspondence management
- Insurance Verification
- Prior authorization
- Medical scheduling
- Financial Services/Billing Specialist
- Analysis skills
- Website maintenance
- Manufacturing
- Computer operation
- Accounts payable
- Operational excellence
- Administrative experience
- ERP systems
- Accounting software
- Computer operation
- Prospecting
- Procurement
- Problem-solving
- Manufacturing
- Insurance Verification
- Microsoft Outlook
- WordPress
- Correspondence management
- Customer issue escalation
- Customer service
- QuickBooks Payroll
- Customer service manager experience
- Microsoft Office
- Insurance verification
- Prior authorization
Personal Information
- Driving License: Driver's License
- Availability: Anywhere
- Work Permit: Authorized to work in the US for any employer
Certification
Driver's License, Firearms License, Enrolled Agent
Timeline
Quality Assurance Analyst/Team Lead
ILLINOIS TOLLWAY AUTHORITY
05.2023 - Current
Patient Access Representative
Talkiatry
05.2022 - 04.2023
Customer Service Representative
United Health Group/OptumRx
10.2021 - 05.2022
Education Specialist
Valor Intelligent Processing
07.2020 - 04.2021
Cash Logistics Processor
Brinks
06.2019 - 07.2020
Construction Manager
Glovett Holding LLC
01.2017 - 05.2019
High school diploma -
First Coast High School