Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kenyatta Rogers

Greensboro,North Carolina

Summary

Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Expertise in settlement preparation, claims processing and appeal filing. Diplomatic and personable professional accustomed to handling sensitive, confidential information and investigating complex liability claims. Committed to maintaining customer satisfaction and contributing to company success.

Overview

10
10
years of professional experience

Work History

Aetna One Advocate

Aetna/CVS Health
01.2020 - Current
  • Act as a single point-of-contact for members while explaining members plan of benefits, member’s rights and responsibilities in accordance with contracted arrangements, claim status information, benefit coverage, and plan eligibility.
  • Assists the members with finding their health benefits and in-network providers
  • Builds a trusting relationship with members by understanding their needs and health aspirations.
  • Handle all inbound calls regarding member’s health care needs, while following up on commitments in a timely manner to make outbound calls to engage members and further assist them along their health care journey.
  • Provides high quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/or exceed customer satisfaction.
  • Delivered friendly service and offered expert support in every interaction.
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Maintained positive relationships with community to build and nurture dynamic partnerships.
  • Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.

Customer Service Specialist

Alorica
10.2019 - 01.2020
  • Assist with the overflow inbound calls for Duke Energy.
  • Consult with customers on their billing inquiries, service orders, trouble calls and various other needs.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Sales Development Representative

Castle Branch
11.2015 - 08.2018
  • Established relationships with prospects and customers to promote product understanding and drive sales growth.
  • Developed and maintained positive relationships with key decision-makers and influencers.
  • Initiate and receive calls from clients and prospects.
  • Schedule well qualified discovery meetings for our Account Executive team members that lead to new opportunities and closed accounts.
  • Won new business by articulating full value of company's capabilities to prospects.
  • Reviews records and applicant documentation in an accurate and timely fashion while adhering to client specific guidelines.

Retention Coordinator

Verizon Wireless
06.2013 - 11.2015
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Responsible for collecting on past due accounts through heavy inbound and outbound dialing within a fast paced performance driven environment.
  • Used CISCO in assisting customers in the processing of payments and reviewing accounts for payment arrangements.
  • Found creative and acceptable payment solutions for customers for payment of their past due balances.
  • Responsible for meeting specific department (KPI) Key Performance Indicators, i.e.: monthly dollars collected, calls per hour, etc.
  • Handled escalated calls where I made sure all customers' complaints and issues were promptly resolved in a professional manner.

Education

Real Estate

Southern Choice Real Estate Academy
Wilmington, NC
08.2018

Bachelor of Arts - Criminal Justice

Winston-Salem State University
Winston-salem, NC
05.2013

Skills

  • CISCO (2 years), customer service (8 years), Excel (5 years), inbound and outbound (8 years), solutions (8 years)
  • Customer Service; Manages difficult and emotional customer situation; Responds to request for service and assistance
  • Excellent with inbound/outbound dialing, chat, and email communication with customers in a fast paced environment in the health insurance industry and customer service roles
  • Strong Analytical Skills; collects and researches data; Uses strong judgement and experience to complement data
  • Problem Solving; Identifies and resolves problems in a timely fashion; Develops alternative solutions
  • Oral and Written Communication; Able to speak and write clearly and informatively; Responds well to questions

Timeline

Aetna One Advocate

Aetna/CVS Health
01.2020 - Current

Customer Service Specialist

Alorica
10.2019 - 01.2020

Sales Development Representative

Castle Branch
11.2015 - 08.2018

Retention Coordinator

Verizon Wireless
06.2013 - 11.2015

Real Estate

Southern Choice Real Estate Academy

Bachelor of Arts - Criminal Justice

Winston-Salem State University

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Kenyatta Rogers