KENISHA Hall SUMTER
Columbia,SC
Summary
Customer service and insurance professional with over 24 years of expertise in claims processing and underwriting. Demonstrated ability to resolve complex issues and manage challenging conversations with professionalism. Experienced in remote work and proficient in both clinical and insurance environments. Strong communication, time management, and technical skills contribute to high-quality outcomes.
Overview
24
24
years of professional experience
Work History
Customer Service Representative (Remote)
Conduent Call Center
08.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed 30-40 inbound calls per day from customers
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Associate
Blue Cross Blue Shield
06.2025 - 07.2025
- Assist providers with Medicare Health claims submissions, denials and appeals in an inbound call center.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Managed 20-30 calls per day from customers
Underwriter (Remote)
Team Focus Insurance Group
09.2021 - 03.2025
- Evaluated homeowner policy submissions per Citizens Property Insurance Corporation guidelines.
- Exercised independent judgment in coverage decisions, managing complex cases with minimal supervision.
- Communicated policy decisions effectively with agents, ensuring clarity and understanding in remote interactions.
- Assisted with customer service inbound calls
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Made approval and denial recommendations by determining accurate risk levels.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
Underwriter (Remote)
Cutting Edge Recruiting Solutions
01.2021 - 09.2021
- Assessed and approved risk across a broad portfolio of insurance applications.
- Maintained consistent quality metrics and turnaround time, exceeding expectations.
- Collaborated professionally to resolve underwriting discrepancies and appeal reviews.
- Assisted with customer service calls
- Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.
- Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
Underwriter (Remote)
Seibels
04.2018 - 01.2021
- Supported high-volume underwriting tasks while mentoring junior staff.
- Provided detailed communication to resolve escalated issues and complaints.
- Maintained over 98% accuracy across case reviews and documentation.
- Assisted the Customer Care department with inbound calls from clients and agents
- Reduced company losses by identifying potential risks and recommending appropriate mitigating measures.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
- Assisted in developing training materials used to educate new hires on essential job functions, contributing to their successful onboarding and integration into the team.
Customer Service Representative
Seibels
09.2014 - 03.2018
- Handled 50–75 customer inquiries daily regarding claims, policy changes, and endorsements.
- Conducted crucial conversations to de-escalate issues and resolve appeals.
- Managed administrative tasks, including inventory tracking, time logging, and data entry.
Customer Success Associate
Colonial Life Insurance Company
12.2005 - 03.2013
- Assisted with long and short-term disability claims inquiries from customers and agents
- Oversaw client onboarding and training, enhancing early product adoption.
- Utilized Outlook, Excel, and Word to create client reports, support tickets, and follow-ups.
- Built long-term relationships by resolving complex issues and offering proactive solutions.
- Served as a liaison between sales teams and clients throughout the purchasing process, ensuring clear communication channels were maintained at all times leading up to successful transactions.
- Worked closely with technical support teams to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout the resolution process.
Claims Processor
Blue Cross Blue Shield of South Carolina
09.2001 - 01.2004
- Processed TRICARE medical and disability claims in compliance with federal standards.
- Supported data entry, inventory management, and timely claim resolution.
- Collaborated cross-functionally in a high-volume environment while upholding quality benchmarks.
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Managed workload and priorities to meet claims processing meet deadlines.
- Evaluated accuracy and quality of data entered into agency management system.
- Maintained strict confidentiality when dealing with sensitive information about patients'' medical histories or personal details.
Education
Associate - Personal Insurance (API), General Insurance (AINS)
Brewer Insurance School
Columbia, SC04-2018
High School Diploma -
Lower Richland High School
Hopkins, SC06-1997
Skills
- Analytical problem solving
- Risk assessment and management
- Claims adjudication
- Customer service and retention
- Remote collaboration
- Effective communication
- Conflict resolution
- Data entry and inventory management
- Microsoft Office proficiency
Personal Information
Timeline
Customer Service Representative (Remote)
Conduent Call Center
08.2025 - Current
Customer Service Associate
Blue Cross Blue Shield
06.2025 - 07.2025
Underwriter (Remote)
Team Focus Insurance Group
09.2021 - 03.2025
Underwriter (Remote)
Cutting Edge Recruiting Solutions
01.2021 - 09.2021
Underwriter (Remote)
Seibels
04.2018 - 01.2021
Customer Service Representative
Seibels
09.2014 - 03.2018
Customer Success Associate
Colonial Life Insurance Company
12.2005 - 03.2013
Claims Processor
Blue Cross Blue Shield of South Carolina
09.2001 - 01.2004
Associate - Personal Insurance (API), General Insurance (AINS)
Brewer Insurance School
High School Diploma -
Lower Richland High School
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