KENYA MOORE
Summary
Hardworking Service Advocate adept at providing outstanding customer service by responding quickly to customer requests, complaints and communications. Uses critical thinking to quickly resolve escalated issues and listen closely to customers. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Elevated Experience Team
Aetna
01.2023 - Current
- Handled inbound / outbound calls to Aetna Insurance policy holders. Communicated effectively and efficiently to achieve customer satisfaction.
- Used EET tracker to Keep the commitment to our members by following them from the start to finish of their situation. Scheduled follow up calls as needed if everything was not completed on one call.
- Programs used Rumba / EPDB/ SFE / Wiki Tool/ Quickbase / GPS/ Market Prominence/ HRP/ to help with members to meet satisfaction.
- Used team chats / emails to communicate with co-workers and be a team player to be involved and help co-workers
- Educated members on plan benefits / copayments / EOC's / and the type of policies the member had.
- Made outbound calls to keep the commitment to our members upon getting a resolution or providing information to a member that was needed.
- Handled premium payments via PNC
- Helped co-workers with open cases
- Worked with claims and rework to make sure claims are billed and processed correctly.
Customer Service Representative
Aetna
08.2021 - 01.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Mentored new employees on procedures and policies to maximize team performance.
International Clerk
Renfro Corporation
01.2012 - Current
- Supervised international and domestic accounts to make sure payment is received in a timely manner
- Prepared daily invoices through a data entry system called Mainframe, and delivered invoices to the correct recipients
- Collected payments in the form of checks or wire payments
- Reconciled promotional spreadsheets each month with accruals allocated for the next month
- Trained individuals to perform my daily job duties by providing adequate information in order to succeed
- Confirmed monthly billing actualizations and handled miscellaneous billing inquiries.
- Reviewed invoices and prepared payments.
- Sent invoices to clients.
- Created and verified invoices.
- Updated receivables by totaling unpaid invoices.
- Prepared, entered and filed accounts payable invoices.
- Reconciled and submitted benefits invoices for payment.
Head Cheer Coach
Mount Airy Bears Little League
06.2013 - 06.2017
- Reminded athletes and coaching staff to display and promote good sportsmanship with competingteams on and off field
- Increased player strength, agility and game skills through successful practices
- Maintained equipment, facilities, and inventory in proper order to avoid accidents, mishaps and damage
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience and respectfor others
- Developed game plans and adjusted to meet various game situations
Brixx Pizza
08.2010 - 07.2012
- Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimizecustomer service issues by verifying meals
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfiedcustomers
- Collected credit card, cash and gift certificate payments from customers and made proper change forcash transactions
- Helped customers place orders, explained menu items and suggested appropriate options for foodallergy sufferers
- Delivered orders in timely manner and corrected all issues to ensure guest satisfaction
Listener Care Representative
Results XM/Sirius
05.2010 - 08.2010
- Completed weekly goals with a team in order to meet incentives
- Provided excellent customer service while giving professional advice via telephone
- Collected money transactions and personal information via telephone, by inputting and storing customersinformation into a secure database.
CCS Leader
Beyond Academics
08.2008 - 06.2009
- Communicated daily with a team to ensure every special need student enhanced their learning, throughhands on activities and demonstrations I provided
- Supervised and served as a positive role model and resource for students with special needs in a collegeenvironment
- Coordinated daily lessons plans that involved skills of daily living
- Instructed and counseled individuals with disciplinary, social, and emotional needs
- Created a positive learning experience for students and exhibited positive interactions with the students.
Education
Bachelor of Science - Business Administration
The University of North Carolina At Greensboro (UNCG)
Greensboro, NC12.2011
Skills
- Rumba
- GPS
- Market Prominence
- HRP
- Stars
- MS Word
- Accruals
- Excellent customer service
- Data entry
- Database
- Mainframe
- Meetings
- Access
- Excel
- Money
- Outlook
- PowerPoint
- Spreadsheets
- Telephone
- 75 WPM
- Claims review
- Insurance Claims
- Claims interpretation
- Time Management
- Flexible and Adaptable
- Attention to Detail
- Dependable and Responsible
- Multitasking
- Excellent Communication
- Critical Thinking
- Computer Skills
- Organizational Skills
- Active Listening
- Verbal Communication
- Decision-Making
Timeline
Elevated Experience Team
Aetna
01.2023 - Current
Customer Service Representative
Aetna
08.2021 - 01.2023
Head Cheer Coach
Mount Airy Bears Little League
06.2013 - 06.2017
International Clerk
Renfro Corporation
01.2012 - Current
Brixx Pizza
08.2010 - 07.2012
Listener Care Representative
Results XM/Sirius
05.2010 - 08.2010
CCS Leader
Beyond Academics
08.2008 - 06.2009
Bachelor of Science - Business Administration
The University of North Carolina At Greensboro (UNCG)
Similar Profiles
Toni BasalduToni Basaldu
Care Management Associate Manager at AetnaCare Management Associate Manager at Aetna
Kristine Tortorich (Kristy)Kristine Tortorich (Kristy)
RN Care Manager at AetnaRN Care Manager at Aetna
Maria RunyonMaria Runyon
Lead Case Manager at AetnaLead Case Manager at Aetna
Aliza AllenAliza Allen
Healthcare Customer Service Representative at AetnaHealthcare Customer Service Representative at Aetna
Marlo OostmeyerMarlo Oostmeyer
SA MSO Elevated Experience Team (Individual) at CVS Health/AetnaSA MSO Elevated Experience Team (Individual) at CVS Health/Aetna