Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keno Armstrong

Hurst,TX

Summary

Dynamic leader and problem-solver with a proven track record at Amazon, consistently enhancing workflow management and customer service. Achieved rapid advancement to Ambassador within two months, demonstrating strong abilities in supplier relations and analytical thinking. Expertise in leadership and process documentation has led to significant boosts in training efficiency, surpassing KPIs on multiple occasions.

Overview

3
3
years of professional experience

Work History

Inbound Process Assistant

Amazon
Fort Worth, TX
09.2023 - 11.2024
  • Manage the shift of more than 40 associates.
  • Control operations to make sure customers' packages are being stored promptly and correctly for delivery.
  • Abetted AFW1 in upwards of $50 million retrofit by consolidating and transshipping over 1.2 million units during peak and non-peak seasons.
  • Advanced to Ambassador within two months of origin with the company.
  • As ambassador, I am a key patron in creating a more adept training method, which cuts down time pit times and increases the rate percentage for allotted picking.
  • Assist in helping keep the employees' energy and morale up during the long hours worked.
  • Conferred and collaborated with company officials to develop, implement, strategize, and convey methods to increase the productivity of 80+ employees by reducing call handle time and after-call work; personally, working hands-on with new hires.
  • Ensuring efficient knowledge of Cigna’s benefits, claims, pharmacy, and contract processes by providing quality assurance, hard platform skills, leadership, and support over complex business processes to assist our members and providers with our insurance plans.
  • Motivate, manage, and inspire teams to ensure day-to-day operations run safely and successfully. Meeting all state regulated metrics.
  • Educate participants on their benefits based on individual plan design, and other clinical or non-clinical resources available. Taking an educational approach to ensure callers are able to understand the complexities of accessing care.
  • Investigate authorizations for medical and pharmacy to ensure claims are paid correctly.
  • Send complaints to initiate the grievance process for customers, members, and providers.
  • Providing high-quality customer service, as identified by the Advocacy Department's quality standards.
  • Using independent problem-solving skills to make sound decisions in assessing the needs of the callers, by giving accurate information and providing first-call resolution.
  • Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within Cigna.
  • Review claim submissions to confirm that required documents have been received, verify medical codes, eligibility, other insurance, authorizations, and account benefit plans.
  • Follow processes and work independently to meet or exceed Key Performance Indicators (KPIs).
  • Medical billing for coding ICD-9/ICD-10. Using RxClaims, Salesforce, QNXT, and more.

Customer Returns

Amazon
Irving, TX
04.2022 - 06.2023
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
  • Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty.
  • Collaborated with cross-functional teams (e.g., logistics, purchasing) to coordinate efficient inbound and outbound shipment processes.
  • Maintained compliance with company policies regarding security measures for high-value merchandise.
  • Leveraged knowledge of different material types (e.g., fragile items) to ensure appropriate handling techniques were used.
  • Closely followed all safety protocols when handling heavy machinery or working at heights.
  • Demonstrated strong problem-solving skills by resolving inventory discrepancies quickly and accurately.

Server

Loveria Taste of Italy
Colleyville, TX
11.2021 - 04.2022
  • Implemented feedback from customers to improve service quality and menu offerings.
  • Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
  • Promoted desserts, appetizers, and specialty drinks to optimize sales.
  • Enhanced team efficiency by providing guidance to newly hired servers.
  • Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Provided exceptional service to high volume of daily customers.
  • Communicated effectively with kitchen staff regarding customer allergies or special requests.
  • Assisted in preparing salads, appetizers and desserts to speed up food service.

Education

High School Diploma -

Lawrence D. Bell
Bedford, TX
06-2019

Skills

  • Supplier relations
  • Attendance tracking
  • Workflow management
  • Process documentation
  • Scheduling coordination
  • Assignment delegation
  • Problem-solving skills
  • Customer service
  • Analytic thinking
  • Leadership

Timeline

Inbound Process Assistant

Amazon
09.2023 - 11.2024

Customer Returns

Amazon
04.2022 - 06.2023

Server

Loveria Taste of Italy
11.2021 - 04.2022

High School Diploma -

Lawrence D. Bell

Similar Profiles

CREATE PROFILE
Keno Armstrong