Kennith Jones
Tuscaloosa,Alabama
Summary
Results-oriented Senior Resolution Specialist well-versed in handling account issues such as claims, payment collection, and updates. Successful at handling key decisions autonomously. Proven leader with top-notch skills in investigations management, research and analytical problem solving. Proficient in applicable policy guidelines, coverage limitations, and related liabilities. Adept at handling tough calls for junior team members, as well as assisting management with keeping the department running smoothly. Expert in resolving account, service, and claims issues with speed and accuracy. In-depth understanding of related standards and procedures.
Overview
17
17
years of professional experience
Work History
Senior Resolution Specialist- Fraud Specialist
Walmart
06.2021 - 06.2024
- Investigating suspected cases of fraud, Reviewing customer accounts for suspicious activity, Conducting research to identify fraud perpetrators, Monitoring payment systems for fraudulent activities, Providing advice and guidance on preventive measures, Identifying and reporting on emerging fraud trends
- Participated in continuous improvement initiatives, identifying opportunities to enhance efficiency of resolution process.
- Conducted regular evaluations of existing policies and procedures, recommending updates as needed to optimize effectiveness.
- Supported departmental goals by consistently meeting or exceeding performance metrics related to resolutions handled and issue closure rates.
- Coordinated closely with legal counsel when necessary to ensure proper handling of sensitive cases.
- Maintained detailed records of all resolutions, ensuring accuracy and compliance with regulatory requirements.
- Compiled data on trends and identified potential enhancements.
Claims Service Specialist
Allstate
06.2020 - 01.2021
- Trained new Claims Service Specialists on company procedures, systems, and best practices to ensure seamless transition into their roles.
- Participated in regular meetings with management and peers to discuss case progress, share best practices, and collaborate on strategies for continuous improvement.
- Maintained accurate records of all claims activities, ensuring compliance with company policies and regulatory requirements.
- Provided exceptional customer service by promptly addressing concerns and communicating updates on claim status.
- Developed strong relationships with clients, agents, and other stakeholders through prompt communication and professional demeanor.
- Actively participated in ongoing professional development opportunities to stay current on industry trends and best practices for managing insurance claims effectively.
- Utilized advanced software tools to efficiently manage claim assignments and track progress toward resolution.
- Conducted thorough investigations of complex claims to identify potential fraud or discrepancies.
Assistant Manager
Shoe Station, Tuscaloosa
06.2018 - 06.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Escalation Specialist
FIS Call Center
02.2012 - 08.2014
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
Manager
Ttown Menswear, Tuscaloosa
05.2007 - 01.2012
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Education
Associate of Applied Science - General Business/Management Administration
Shelton State Community College
Tuscaloosa, Alabama05.2012
Skills
- Team Member Training
- Quality assurance expertise
- Operations Management
- Complaint Handling
- Quality control understanding
- Investigation skills
- De-Escalation Techniques
- Assertiveness
- Policy Interpretation
- Issue Tracking
- Escalated calls management
- Knowledge of regulations
- Team member coaching
References
- Tom Albetar, Former Employer, 205-301-5042
- LaQuandria Wilkins, Business Partner, 205-792-0901
- Telisha Pickens, Former Supervisor, 205-239-6726
Timeline
Senior Resolution Specialist- Fraud Specialist
Walmart
06.2021 - 06.2024
Claims Service Specialist
Allstate
06.2020 - 01.2021
Assistant Manager
Shoe Station, Tuscaloosa
06.2018 - 06.2020
Escalation Specialist
FIS Call Center
02.2012 - 08.2014
Manager
Ttown Menswear, Tuscaloosa
05.2007 - 01.2012
Associate of Applied Science - General Business/Management Administration
Shelton State Community College
Similar Profiles
Braden MooreBraden Moore
Team Member at WalmartTeam Member at Walmart
Santrena StanleySantrena Stanley
Customer Service Manager at WalmartCustomer Service Manager at Walmart
Preet ShahPreet Shah
Lead Certified Pharmacy Technician at WalmartLead Certified Pharmacy Technician at Walmart
Aisha KhaledAisha Khaled
Digital Personal Shopper at WalmartDigital Personal Shopper at Walmart
Michael DavisMichael Davis
Mental Health Worker/Therapeutic Recreation Assistant at Department of Mental Health-Bryce HospitalMental Health Worker/Therapeutic Recreation Assistant at Department of Mental Health-Bryce Hospital