Summary
Overview
Work History
Education
Skills
Timeline
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Kenisha Boyd

Phoenix,AZ

Summary

Experienced Customer Service Specialist with a decade of fast-paced environment experience. Proficient in meeting various customer needs, establishing trust for satisfaction, resolving concerns, and fostering long-term loyalty. Open to relocation and authorized to work in the US for any employer.

Overview

16
16
years of professional experience

Work History

Member Referral Specialist Remote

Redirect Health
11.2024 - Current
  • Managing inbound and outbound referrals for specialty providers.
  • Scheduling specialty services and maintaining regular communication with providers.
  • Ensuring referral tasks are completed within 72 business hours.
  • Documenting referral details in our EMR system.
  • Serve as the primary point of contact for members facing escalated problems or challenges.
  • Utilize your exceptional problem-solving skills to investigate, analyze, and resolve complex issues, ensuring timely and satisfactory resolutions.
  • Engage with members in a compassionate and empathetic manner, actively listening to their concerns.
  • Communicate clearly with members and providers explaining complex healthcare information, coverage details and resolution steps in concise manner.
  • Escalate complex or unresolved issues to senior team members or relevant departments for further investigation and resolution.

Loan Servicing Specialist

Upgrade Inc
10.2023 - 10.2024
  • Interacted with customers to answer questions, provide assistance, and process requests by phone and email
  • Completed welcome calls to new customers
  • Answered incoming customer calls regarding billing issues, service questions and general concerns
  • Provided thorough and accurate documentation to customer accounts across our communication channels
  • Identified areas of opportunity for optimizing results and improve customer satisfaction
  • Contributed to the improvement of training and development on a daily basis

Customer Care Specialist I

Goodwill of Central and Northern Arizona
04.2020 - 05.2024
  • Assisted Contact Center leadership team in the daily operations to help drive the Goodwill of Central and Northern Arizona (GCNA) vision of ending unemployment.
  • Served internal and external customers; via telephone, chat feature, email, and other electronic forms of communication.
  • Conducted needs analysis of callers and refers them to the appropriate team, services, or events.
  • Scheduled interviews for Applicants.

Product Regulation Specialist

Crossfire Group
07.2018 - 03.2020
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Supplier communication (cold calls, emails, face to face ) to obtain required regulatory documentation.
  • Supplier and Parts Number tracking and management via SharePoint platform.
  • Utilization of systems to identify part and supplier contact information.
  • Support PV Pillar Lead to resolve Market Support challenges.
  • Identified and recommended areas of continuous improvement within Product Validation.
  • Created agenda, materials and communications for team meetings.
  • Correlated and recorded data obtained, including maintaining departmental records, reports and charts utilizing
  • Excel worksheets.

Dispatcher/Customer Service Representative

Motor City Trucking
08.2016 - 06.2018
  • Monitor daily activity of drivers while dispatching to maximize productivity and efficiency.
  • Working within the transportation department to maintain daily routing to ensure all customers are serviced by end of the day, paper work processing critical.
  • Process the daily routing to make sure all routes are finished and complete, paper work processing critical.
  • Provide the highest level of customer service to all accounts daily and communicating all issues to appropriate personnel.
  • Work with the drivers to ensure routes are being run in the most efficient manner.
  • Other duties as assigned within the transportation department.

Front Desk Coordinator/Receptionist

North Scottsdale Family Dentistry
11.2009 - 07.2016
  • Welcomed patients to front desk and engaged in friendly-professional conversations while conducting check-in process.
  • Answered incoming calls, collected information from new patients and scheduling appointments.
  • Developed and maintained Hygienist schedule to met practice goals.
  • Educated and consulted patients, discussing treatment needs and presenting treatment plans.
  • Documented treatment and financial transactions, including signing of financial arrangements, pre-payments for large cases.
  • Responsible for billing most Dental Insurances.

Education

Associate's degree - Business Administration

Oakland Community College
Bloomfield Hills, MI
06.1997

High school diploma - undefined

Southfield-Lathrup High School
Lathrup Village, MI
06.1996

Skills

  • CRM Software (2 years)
  • Continuous improvement
  • CRM software
  • Interviewing
  • SAP
  • Salesforce
  • Customer support
  • Front desk
  • Customer service
  • Microsoft SharePoint
  • Account Management

Timeline

Member Referral Specialist Remote

Redirect Health
11.2024 - Current

Loan Servicing Specialist

Upgrade Inc
10.2023 - 10.2024

Customer Care Specialist I

Goodwill of Central and Northern Arizona
04.2020 - 05.2024

Product Regulation Specialist

Crossfire Group
07.2018 - 03.2020

Dispatcher/Customer Service Representative

Motor City Trucking
08.2016 - 06.2018

Front Desk Coordinator/Receptionist

North Scottsdale Family Dentistry
11.2009 - 07.2016

High school diploma - undefined

Southfield-Lathrup High School

Associate's degree - Business Administration

Oakland Community College

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Kenisha Boyd