Kennedi Jones
Lawton,OK
Summary
Customer-focused professional with 7+ years of experience in fast-paced service environments. Skilled in issue resolution, account management, documentation, and high-volume workflows. Known for strong communication, adaptability, and efficient problem-solving. Experienced in team training, cross-functional collaboration, multitasking, and quickly learning new systems.
Overview
12
12
years of professional experience
Work History
Healthcare Customer Advocate
Senture - Humana Contract
07.2026 - Current
- Provide customer support for a Humana healthcare contract, assisting members with benefits, coverage, claims, eligibility, and plan-related inquiries.
- Research member accounts and healthcare information across multiple systems to resolve inquiries accurately and efficiently.
- Document member interactions, case details, and resolutions while adhering to privacy, compliance, and quality requirements.
- Explain complex healthcare and insurance information in clear, understandable language while providing empathetic customer service.
- Identify issues requiring additional review and escalate cases to appropriate departments or resources.
- Remote
Operator Relief
Goodyear Tire & Rubber Co.
, Oklahoma
09.2020 - 11.2025
- Provided support in a high-volume environment, managing service requests and account changes across multiple internal systems with accuracy.
- Collaborated with cross-functional teams, including operations, to resolve issues and improve workflows.
- Trained new team members on systems and processes, serving as a resource for onboarding and ongoing support.
- Troubleshot issues and guided resolution, escalating complex cases while maintaining ownership through completion.
- Documented incidents, actions, and outcomes clearly to ensure accurate tracking and follow-up.
Operator
Sigma Foods Bar-S
, Oklahoma
09.2017 - 08.2020
- Managed time-sensitive workflows and ensured accurate processing in a fast-paced environment.
- Communicated with multiple teams to resolve issues, improve turnaround time, and support the team.
- Maintained detailed documentation to support compliance and operational consistency.
- Consistently exceeded performance and accuracy expectations in operations.
Operations Team Lead
JCPenney
, Oklahoma
06.2014 - 08.2017
- Delivered customer support and handled escalations, resolving concerns with professionalism, empathy, and a focus on retention.
- Led daily operations while supporting a team to meet service, quality, and productivity goals in a high-volume customer service environment.
- Acted as a liaison between team members and leadership to ensure clear communication and effective problem-solving.
- Managed multiple priorities, including account management, billing inquiries, and customer retention efforts.
Education
High School Diploma -
Lawton High School
Lawton, OKSkills
- Customer Service
- Communication Skills
- Leadership, Adaptability
- Time Management
- Case Tracking Systems
- CRM Software
- Salesforce
- Detail-Oriented
- Medical Terminology
- Microsoft Office
- Conflict Resolution
- Benefits & Eligibility
- Claims
- Team Training & Onboarding
- Customer Retention
- Quality Assurance/Quality Control
Timeline
Healthcare Customer Advocate
Senture - Humana Contract
07.2026 - Current
Operator Relief
Goodyear Tire & Rubber Co.
09.2020 - 11.2025
Operator
Sigma Foods Bar-S
09.2017 - 08.2020
Operations Team Lead
JCPenney
06.2014 - 08.2017
High School Diploma -
Lawton High School