Kenya Lillard
Waxahachie,TX
Summary
Dynamic leader with a proven track record at Goldman Sachs, enhancing customer loyalty through effective problem-solving and process optimization. Skilled in CRM software and team building, I excel in driving service delivery improvements and maintaining strong client relationships. Achieved significant customer retention by implementing strategic solutions across multiple roles.
Overview
9
9
years of professional experience
Work History
Apple Card Manager
Goldman Sachs
Richardson, TX
11.2022 - 03.2024
- Hired as a Client Service Specialist and quickly promoted to an Apple Card Manager
- Escalation Management: Handled escalated issues by liaising directly with executives, legal staff, and regulatory bodies to secure win/win solutions
- Process Improvement: Analyzed customer complaints and coordinated with multiple departments to implement process enhancements, ensuring service compliance and increased customer loyalty
- Customer Retention: Maintained strong relationships with Apple Card holders through prompt and courteous resolution of issues
Executive Support Specialist
Peloton Interactive
Plano, TX
10.2020 - 09.2022
- Originally employed as a Customer Service Agent, able to assist with establishing policies in other countries
- First-Level Issue Resolution: Collaborated with members to proactively address and resolve equipment and membership issues, ensuring a seamless customer experience
- Cross-Functional Liaison: Coordinated support efforts across branches and internal teams, acting as the key contact for escalated inquiries
- Team Guidance: Provided peer-to-peer coaching and support, driving improvements in service delivery and team performance
Customer Relation Specialist
Make Corporation for Southwest Airlines
Dallas, TX
05.2017 - 06.2020
- Originally hired as a phone representative and moved to assist with newly acquired Agents on floor
- Customer Engagement: Delivered exceptional customer service, managing inquiries via telephone, email, and social media
- Operational Problem Solving: Utilized strategic problem-solving techniques to analyze and resolve customer complaints and service issues
- Policy Development: Assisted in developing and communicating comprehensive policies, ensuring clear understanding of service terms and enhancing overall customer satisfaction
Member Advocate Specialist
United Healthcare
Irving, TX
01.2015 - 01.2017
- Customer-Centric Support: Delivered comprehensive health insurance assistance by updating account information, assigning and searching for providers, and scheduling appointments with primary care physicians and specialists
- Prescription & Claims Management: Guided members through their prescription plans by assessing drug tiers, coordinating mail orders, and determining preauthorization needs; reviewed claims to ensure accuracy and optimal out-of-pocket costs
- Advocacy & Issue Resolution: Managed grievances, complaints, and appeals with a focus on resolving issues promptly, thereby enhancing member satisfaction and trust
- Operational Efficiency: Utilized strong problem-solving skills to streamline processes and ensure members received timely and accurate information regarding deductibles and billing
- Liaison & Communication: Acted as the primary point of contact for members, effectively communicating with internal teams to resolve escalated issues and drive continuous improvement
Education
High School Diploma -
Teen Quest
San Diego, CA06-1995
Skills
- Team Building
- Phone systems
- Client Relationship Building
- Microsoft Office Suite
- Quality Assurance
- Process Optimization
- CRM software
- Talent Development
- Problem solving
Timeline
Apple Card Manager
Goldman Sachs
11.2022 - 03.2024
Executive Support Specialist
Peloton Interactive
10.2020 - 09.2022
Customer Relation Specialist
Make Corporation for Southwest Airlines
05.2017 - 06.2020
Member Advocate Specialist
United Healthcare
01.2015 - 01.2017
High School Diploma -
Teen Quest