KENETHA DORSEY
Princeton,TX
Summary
Proven leader in enhancing customer satisfaction and streamlining operations, notably at OneShare Health LLC. Expert in regulatory compliance and technical support, I excel in problem-solving and fostering teamwork. Achieved significant reductions in customer complaints through innovative strategies, demonstrating a keen attention to detail and a commitment to excellence.
Overview
13
13
years of professional experience
Work History
Member Support Manager
OneShare Health LLC
01.2023 - 02.2024
- Monitored employee and customer interactions to assess quality of service.
- Managed daily operations to ensure smooth functioning of the support department.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Verifying medical claims information and maintaining compliance with regulations and providing exceptional customer service to healthcare providers and patients.
- Verify patient eligibility and benefits prior to processing claims.
- Enter medical claim information into the billing system and monitor claim status.
- Benefit verification and Prior Authorization
- Handle call volume of 70-100 calls per shift.
Member Support Specialist/Team Leader
OneShare Health LLC
09.2019 - 12.2022
- Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
- Proactively identified potential issues affecting members and escalated them to appropriate departments for swift resolution.
- Maintained detailed records of all member interactions, ensuring accurate documentation for future reference or follow-up actions needed.
- Collaborated with cross-functional teams to address complex issues, resulting in seamless member interactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Verifying medical claims information and maintaining compliance with regulations and providing exceptional customer service to healthcare providers and patients.
- Verify patient eligibility and benefits prior to processing claims.
- Handle call volume of 70-100 calls per shift.
Senior Customer Service Advocate
Kohl's
10.2015 - 04.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Played an integral role in building a cohesive team culture, fostering a supportive environment conducive to learning and growth.
- Facilitated successful conflict resolution between customers and company representatives, preserving brand reputation and goodwill.
- Reduced customer complaints through timely resolution of issues and proactive identification of potential problems.
- Resolved complex customer complaints by identifying root causes and implementing effective solutions.
Human Resources Specialist
Toys "R" Us & Babies "R" Us
04.2011 - 10.2015
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
- Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
- Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
Education
GED -
North Lake College
Irving, TXNo Degree - Nursing Assistance
Harold Washington College
Chicago, ILSkills
- Technical support expertise
- Teamwork and Collaboration
- Problem-Solving
- Technical Support
- Regulatory Compliance
- Customer Service
- Problem-solving abilities
- Attention to Detail
Accomplishments
- Supervised team of 20-30] staff members.
Timeline
Member Support Manager
OneShare Health LLC
01.2023 - 02.2024
Member Support Specialist/Team Leader
OneShare Health LLC
09.2019 - 12.2022
Senior Customer Service Advocate
Kohl's
10.2015 - 04.2019
Human Resources Specialist
Toys "R" Us & Babies "R" Us
04.2011 - 10.2015
GED -
North Lake College
No Degree - Nursing Assistance
Harold Washington College
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