Kenya Rashad
Overview
11
11
years of professional experience
Work History
Insurance Claims Specialist
GEICO, Government Employees Insurance
04.2026 - Current
- Developed performance metrics to assess team productivity and identify improvement areas.
- Conducted regular audits of returned items to ensure compliance with company standards.
- Fostered a culture of continuous improvement by encouraging feedback and innovative solutions from team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Evaluated insurance claims for accuracy, ensuring compliance with company policies and regulations.
- Documented claim details in proprietary systems, maintaining organized and accurate records.
- Conducted thorough investigations to assess claim validity and mitigate fraud risk.
- Advised clients on coverage options and claims processes, enhancing customer satisfaction.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
- Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
- Evaluated and settled complex insurance claims in strict timeframes.
- Maximized client retention by addressing concerns promptly and professionally, consistently demonstrating empathy and understanding during difficult situations.
- Followed up with customers on unresolved issues.
- Boosted company reputation by delivering exceptional customer service during claim investigations and settlements.
- Facilitated smooth transitions between departments during claim handoff processes to ensure seamless coordination among internal teams for prompt resolution times.
- Safeguarded company interests by diligently identifying potential subrogation opportunities to recover costs from responsible third parties when applicable.
- Developed a strong knowledge of various insurance products to provide comprehensive guidance during the claims process for diverse clientele.
- Expedited claim resolutions by adopting proactive approach to gathering necessary documentation and evidence.
- Conducted detailed investigations into complex insurance claims to establish liability, contributing to more informed decision-making.
- Fostered positive relationships with policyholders through consistent follow-up and updates on claim progress.
- Guided policyholders through claim submission process, simplifying it to minimize errors and delays.
- Coordinated with external adjusters and experts to obtain accurate assessments for specialized claims.
Manager
Amazon Returns
10.2024 - 04.2026
- Engaged with users to foster positive community relationships and enhance user experience.
- Collaborated with cross-functional teams to develop effective moderation strategies.
- Provided feedback on policy updates to enhance clarity and effectiveness of guidelines.
- Assisted in training new moderators on best practices for content management.
- Oversaw returns processing to ensure timely resolution of customer inquiries and issues
- Developed training materials for new team members to enhance onboarding efficiency
- Streamlined return processing workflows to enhance efficiency and reduce turnaround times.
- Led training sessions for new staff on return policies and operational procedures.
- Implemented inventory management systems to optimize stock levels and minimize discrepancies.
- Coordinated cross-functional teams to resolve complex customer inquiries related to returns.
- Enhanced customer satisfaction through effective communication and issue resolution strategies.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
TikTok Moderator
Alorica
12.2020 - 10.2024
- Operated forklifts and pallet jacks to efficiently move inventory across warehouse floor.
- Received, inspected, and organized incoming shipments to ensure accuracy and quality standards.
- Collaborated with team members to optimize workflow and improve overall operational efficiency.
- Assisted in training new hires on safety protocols and standard operating procedures for warehouse tasks.
- Monitored user interactions to ensure compliance with community guidelines.
- Reviewed and flagged inappropriate content for timely removal and escalation.
- Analyzed trends in user behavior to improve content moderation processes.
- Utilized moderation tools to efficiently manage large volumes of user-generated content.
- Kept up-to-date with industry trends, tools, and technologies to ensure effective social media moderation techniques were utilized.
- Moderated traumatic, sensitive and potentially offensive content to promote safe environment for users.
- Reviewed, classified or eliminated highly sensitive content uploaded by users to meet defined social media parameters.
- Improved user experience by monitoring and addressing inappropriate content on social media platforms.
- Remained up-to-date on workflow changes, operational guidelines and community standards to implement correct policies.
Warehouse Worker
Target Warehouse
12.2020 - 11.2022
- Maintained compliance with safety protocols during order processing activities.
- Collaborated with team members to optimize workflow and enhance productivity.
- Assisted in training new hires on operational procedures and best practices.
- Utilized warehouse management systems to manage stock levels effectively.
- Managed inventory counts and maintained accurate stock records using warehouse management systems.
- Conducted regular equipment checks to ensure optimal performance and reduce downtime risks.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Maximized available storage space by utilizing vertical stacking techniques when arranging inventory items.
- Increased accuracy of inventory records through meticulous documentation and regular audits.
- Enhanced warehouse efficiency by organizing inventory in logical manner, facilitating quicker retrieval times.
- Reduced waste, implementing recycling procedures for packaging materials.
Order Picker
Amazon Warehouse
10.2019 - 12.2020
- Operated hand-held scanners for inventory tracking and order processing.
- Followed safety protocols to minimize risks and ensure compliance with regulations.
- Collaborated with team members to optimize packing processes and reduce errors.
- Conducted quality checks on packed items to guarantee accuracy before shipment.
- Operated handheld scanners to accurately track inventory and fulfill orders.
- Selected and packed products efficiently for timely shipping to customers.
- Conducted quality checks on items before packing to ensure customer satisfaction.
- Improved order accuracy by meticulously picking items according to pick list and packing slip requirements.
- Performed proper lifting and handling techniques to maintain safe working environment.
- Contributed to overall warehouse efficiency by assisting in other areas such as receiving, stocking, or shipping when required.
- Built pallets and positioned orders on loading dock to safely pile and ship goods.
- Enhanced customer satisfaction levels by consistently maintaining high standards of accuracy in fulfilling orders.
- Demonstrated versatility within the warehouse workforce by cross-training in multiple roles beyond order picking responsibilities.
- Pulled orders quickly to maintain demanding productivity goals.
Warehouse Packer
Amazon Warehouse
10.2019 - 12.2020
- Assisted in administering ocular treatments and managing patient care protocols.
- Collaborated with ophthalmologists to develop individualized treatment plans for patients.
- Trained new staff on operational procedures and best practices in ophthalmic care.
- Assisted in developing an efficient system for inventory management of supplies used within the clinic, streamlining the ordering process and reducing waste.
- Maintained cleanliness and organization of packing stations to enhance workflow.
- Packaged customer orders efficiently to ensure timely delivery.
- Adapted quickly to changing priorities and shifts in workload demands.
- Inspected products before packaging to avoid shipping defective or damaged goods to customers.
- Enhanced warehouse efficiency by accurately packing and labeling products for shipment.
- Packed, weighed and shipped items per customer specifications.
- Operated tape machines, scales and label printers to package items correctly.
- Increased order accuracy by meticulously following picking lists and double-checking packed items.
- Added packed boxes to conveyor belts for movement to shipping stations.
- Created shipping labels to complete daily order processing.
- Placed, tagged, and secured merchandise in diverse designated areas.
- Loaded merchandise into specific packages suited for product dimensions.
- Demonstrated flexibility during peak seasons by working extended hours or weekends when necessary.
- Successfully met daily packing quotas while remaining focused on quality control measures throughout each shift.
Ophthalmic Medical Technician
Retina Associates
11.2019 - 12.2019
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Maintained and calibrated ophthalmic equipment for optimal performance.
- Conducted comprehensive patient eye exams, ensuring accurate diagnostic results.
- Educated patients on pre- and post-operative care instructions to enhance recovery outcomes.
- Streamlined patient intake processes, improving overall office efficiency and patient flow.
- Implemented quality control measures to ensure compliance with industry standards in patient testing procedures.
- Enhanced diagnostic process for physicians with precise ocular measurements using advanced ophthalmic equipment.
- Promoted eye health education by providing patients with informative materials on proper eyewear use, hygiene practices, and disease prevention strategies.
- Reduced patient wait times through prompt and efficient pre-examination procedures, ensuring a positive experience.
- Streamlined office workflow by efficiently managing patient schedules, appointments, and medical records.
- Optimized clinical efficiency by calibrating ophthalmic instruments regularly to ensure accurate readings during exams.
- Assisted in successful surgical procedures by providing attentive support to surgeons and maintaining a sterile environment.
- Maintained high standards of cleanliness and sterilization in exam rooms, safeguarding against infection and crosscontamination.
- Developed strong rapport with patients from diverse backgrounds by adjusting communication style as needed for maximum understanding and comfort during their appointments.
- Increased patient satisfaction with compassionate care during difficult procedures such as dilation or contact lens fittings.
- Conducted tonometry testing to measure pressure inside patient's eye to determine presence of glaucoma
- Measured intraocular pressure using Goldman and Tonopen tonometry process.
- Performed visual field testing to measure patients' peripheral vision to determine any visual field loss.
- Applied eye medications and drops to dilate pupils in preparation for examinations.
- Recorded patient history to help ophthalmologists determine diagnoses and treatment plans.
Clear Captions
Alorica
10.2018 - 02.2019
- Accurately translated calls from one caller to the visual screen of a hard-of-hearing customer
Costco Customer Service
Alorica
10.2018 - 02.2019
- Conducted follow-up calls to ensure resolution of complaints and enhance customer relationships.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Military Musician
Army National Gaurd
10.2015 - 11.2018
- Performed diverse musical arrangements for military ceremonies and events.
- Developed strong communication skills while interacting with leadership and event coordinators.
- Expanded musical repertoire through exploration of diverse genres, styles, and techniques.
- Developed and executed well-rehearsed setlists to maximize audience satisfaction during live shows.
- Specialized in both classical and contemporary music.
- Collaborated with other musicians and artists on various projects, expanding musical influences and styles.
- Improved stage presence through dynamic performances, captivating audiences and encouraging repeat attendance.
- Performed live concerts and gigs at various venues, entertaining audiences and building a fan base.
Cook Shift Leader
Reid Park Zoo
05.2017 - 11.2017
- Coordinated meal preparation and service during peak zoo attendance hours.
- Trained new cooks on menu items, cooking techniques, and food handling procedures.
- Implemented quality control measures to maintain high food presentation standards.
- Collaborated with event coordinators to provide catering services for zoo events and functions.
- Maintained a clean and organized workspace, adhering to health department standards for safety and sanitation.
- Demonstrated exceptional multitasking abilities by overseeing multiple cooking stations simultaneously while maintaining quality control standards.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Successfully managed inventory and reduced waste by carefully monitoring food usage and rotating stock.
- Inspected freezer and refrigerator daily to check and maintain proper temperatures.
- Enhanced customer satisfaction by consistently delivering high-quality meals in a timely manner.
- Trained and mentored new cooks, resulting in increased productivity and improved teamwork within the kitchen staff.
- Handled high-pressure situations calmly and professionally, maintaining focus on completing tasks efficiently without compromising quality.
Shift Leader
Robeks Fresh Juices & Smoothies
02.2016 - 06.2016
- Supervised daily operations to ensure high-quality service and product consistency.
- Trained and mentored new team members on operational procedures and customer service standards.
- Managed inventory levels, optimizing product availability and minimizing waste.
- Coordinated shift schedules to maintain adequate staffing during peak hours.
- Resolved customer inquiries and complaints swiftly to ensure satisfaction and loyalty.
- Trained new employees and delegated daily tasks and responsibilities.
- Completed cash and credit card transactions accurately using POS software.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Education
Military Music
Army School of Music
Virginia Beach, VA08.2017
High School Diploma -
Palo Verde High Magnet School
Tucson, AZ05.2016
Timeline
Insurance Claims Specialist
GEICO, Government Employees Insurance
04.2026 - Current
Manager
Amazon Returns
10.2024 - 04.2026
TikTok Moderator
Alorica
12.2020 - 10.2024
Warehouse Worker
Target Warehouse
12.2020 - 11.2022
Ophthalmic Medical Technician
Retina Associates
11.2019 - 12.2019
Order Picker
Amazon Warehouse
10.2019 - 12.2020
Warehouse Packer
Amazon Warehouse
10.2019 - 12.2020
Clear Captions
Alorica
10.2018 - 02.2019
Costco Customer Service
Alorica
10.2018 - 02.2019
Cook Shift Leader
Reid Park Zoo
05.2017 - 11.2017
Shift Leader
Robeks Fresh Juices & Smoothies
02.2016 - 06.2016
Military Musician
Army National Gaurd
10.2015 - 11.2018
High School Diploma -
Palo Verde High Magnet School
Military Music
Army School of Music