Kenitra Rivers
Rochester,NY
Summary
Exhibited detail-oriented approach and self-management capabilities to prioritize and execute tasks efficiently.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Admin Data Entry/ Adjudication
Maximus Federal Services
Rochester, NY
04.2016 - Current
- Coordinate accurate classification of Medicare appeals by effectively triaging case files submitted or auto-forwarded from health plans.
- Enhanced data accuracy by meticulously verifying appellants information prior to escalating appeal case types based on medical vs. non-medical factors.
- Drafted decision letters to communicate outcomes of first-level appeal denials based on thorough analysis.
Enterprise Repair Answer
Windstream Communications
Fairport, NY
05.2014 - 11.2014
- Received inbound calls, creating repair tickets for customer’s reporting issues with phone, data, and VoIP services
- Worked closely with technicians and provided status updates to the ILEC/LEC on all resolutions
- Used computerized systems for verification, information gathering and/or troubleshooting items raised by the customer.
- Experience with T1’s, T3’s, Ds1’s and Pots lines
Sales Representative
Aarons Sales & Leasing
Rochester, NY
05.2013 - 05.2014
- Assisted customers with payment processing, account maintenance, product sales and troubleshooting software/hardware issues
- Performed other various office duties including, filing/processing of customer files, outbound verification calls. Maintained a professional appearance and upkeep of the store
Customer Service Representative
Xerox
Webster, NY
04.2012 - 03.2013
- Assisted Verizon Wireless customers with billing inquiries, service upgrades, and tier 1 technical support
- Provided call assistance to call center employees, while exceeding monthly performance quotas
Device Technical Support
Flextronics
Victor, NY
06.2010 - 08.2011
- Provided Tier 1 technical support to Verizon Wireless customers
- Identified manufactures defects or physical damage to wireless devices
- Assisted customers with account maintenance and processing payments for various services
- Exceeded monthly sales quotas by recommending product features and accessories
Technical Support Representative/Help Desk Agent
Unisys
Rochester, NY
01.2008 - 05.2009
- Received inbound calls for internal/external customers; troubleshooting hardware/software issues
- Set up referral sites for resolution and password resets for customer accounts
- Worked with PC functions for workstation laptops, network troubleshooting, Windows operating systems and applications such as Microsoft Outlook and Lotus notes
Education
High School Diploma - Cosmetology
Edison Tech
Rochester, NY 09.2001 - 06.2005
Associates - Business Management
Berkeley College
New York, NY 09.2006 - 06.2007
Skills
Friendly, positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Time management
Attention to detail
Flexible and adaptable
Timeline
Admin Data Entry/ Adjudication
Maximus Federal Services
04.2016 - Current
Enterprise Repair Answer
Windstream Communications
05.2014 - 11.2014
Sales Representative
Aarons Sales & Leasing
05.2013 - 05.2014
Customer Service Representative
Xerox
04.2012 - 03.2013
Device Technical Support
Flextronics
06.2010 - 08.2011
Technical Support Representative/Help Desk Agent
Unisys
01.2008 - 05.2009
Associates - Business Management
Berkeley College
09.2006 - 06.2007
High School Diploma - Cosmetology
Edison Tech
09.2001 - 06.2005