KENYA BROWN

Managed member financial accounts by researching and resolving complex member inquiries and problems including, eligibility verification, benefits, referrals, authorization process and status, complaints, issues with appeals, denials, and claims questions in a timely, respectful, caring, and competent manner

• Responsibility for ensuring confidentiality of member information and professional delivery of quality service
• Provided quality member services to members by performing transactions that are requested by members or answering their questions
• Resolve claims through negotiation, mediation, arbitration, or legal proceedings, depending on the nature and complexity of the claim
• Followed through on all critical inter-departmental escalations to increase customer retention rates.
• Accurately analyzed transactional data by analyzing financial statements, completing written documentation, inputting information into bank’s computer system Assessing member eligibility, and processing payments, applications, and requests

Responsible for leveraging ADT innovative home automation and security solutions to build long lasting relationships with customers. Ability to maintain customer focus while troubleshooting and solving technical issues. Problem solving and finding solutions to help make our customer lives easier by researching and investigating

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responding promptly to customer inquiries
• Acknowledging and resolving customer complaints
• Processing payment, forms, orders, and service application in multiple systems,
• Resolving claims related to security breaches, thefts, vandalism, or unauthorized access, where the security services were expected to prevent such incidents.
• Researched and resolved billing discrepancies to enable accurate billing.

Responsible for providing technical and administrative support to customers. Answering customer service inquiries in a call center related to billing, service issues, or any concerns related to the customer’s alarm system. Ability to exhibit extreme caution with sensitive data. Able to respond in a high stress situation in a positive manner

• Schedule service appointment when troubleshooting does not resolve issues.
• Responded to maintenance calls and troubleshot devices.
• Investigating customers account and events.
• Resolve customer complaints/ special needs successfully.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Communicated effectively with customers, answering questions and concerns regarding systems.

Provide inventory solutions to a broad array of retail, grocery, and specialty customers across the nation. Scan barcodes for current inventory at customer locations to provide them with proper inventory information that will assist them in making better business decision and better supporting their customers

• Working as a team to gather data for different customer locations
• Scanning data in warehouse, and stock rooms as quickly and accurately as possible
• Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
• Maintained inventory count, tracked usage, and documented variances.
• Marked stock items with identification tags, stamps, electric marking tools, or other labeling equipment.
• Created reports detailing inventory costs, deliveries, and usage.

Responsible for helping customers with products questions and resolve issues if any. Identify sales opportunities and provide recommendations that will ensure customers get the most out of the technology they love. Take customer service calls ranging from billing, payments, plan changes and upgrades

• Configure clients’ equipment to connect to internet via modem/DSL router
• Provide client support technical issue resolution via phone
• Accurately analyzing transactional data by reviewing, investigating, and editing information in the computer system
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests for products, services, and company information.
• Improved overall user experience through support, training, troubleshooting, improvements, and communication of system changes.