KEONA PENDLETON
Montgomery,AL
Summary
Detail-oriented customer service and administrative professional with a strong foundation in medical administrative assisting. Proven capability in managing high-volume workflows, ensuring data accuracy, and maintaining confidentiality. Seeking to leverage these skills in workers' compensation claims administration, focusing on claim intake, documentation, and timely resolution.
Overview
4
4
years of professional experience
Work History
Student Loan Servicing Representative
EdFinancial Services
08.2026 - Current
- Review customer information and account documentation for accuracy while handling sensitive financial and personal information.
- Explain complex servicing requirements, options, and next steps clearly while maintaining professional, customer-focused communication.
- Researched and resolved account and servicing questions using multiple systems, ensuring accurate and timely information for customer inquiries.
- Documented customer contacts, research performed, actions taken, and resolution details to enhance follow-up efficiency and maintain audit compliance.
- Escalate issues requiring additional review and coordinate information across departments to support timely resolution.
- Managed multiple priorities and detailed workflows to consistently meet quality, productivity, and service standards.
Customer Support Representative
Verizon — Afni
04.2026 - 07.2026
- Provided high-volume customer support while researching and resolving complex wireless service and account issues.
- Investigated device activation, port, eSIM, NTP/DDT/TNC process, and service-related issues to resolve customer concerns effectively.
- Handled escalated, time-sensitive concerns with professionalism and clear communication to ensure customer satisfaction.
- Documented customer interactions, troubleshooting steps, resolutions, and account information accurately within CRM and internal systems.
- Reviewed information across multiple systems to identify discrepancies and determine resolution steps, enhancing overall service accuracy.
- Followed established procedures, privacy requirements, quality standards, and escalation protocols in a remote environment.
Customer Service Representative
Foundever
07.2024 - 11.2025
- Managed high-volume customer interactions, researched account issues, and delivered accurate information and resolution steps to enhance customer satisfaction.
- Utilized troubleshooting, active listening, and problem-solving skills to resolve concerns and escalate issues.
- Coordinated multiple systems, priorities, and deadlines to ensure consistent service quality and to meet customer needs.
- Documented interactions and case details in customer systems while maintaining confidentiality and data accuracy.
Cashier / Money Center Associate
Walmart
08.2022 - 07.2024
- Delivered customer service in a high-volume retail environment, ensuring accurate processing of financial transactions to enhance customer satisfaction.
- Addressed customer account and transaction concerns, researched discrepancies, and adhered to established policies to maintain compliance and trust.
- Resolved escalated customer concerns effectively, collaborating with management to ensure thorough review and resolution.
- Maintained accurate records and protected sensitive customer and financial information.
Education
Associate of Science - Medical Administrative Assisting
Bryant & Stratton College
Buffalo, NY06-2026
Skills
- Claims and case support
- Case documentation
- Escalation resolution
- Discrepancy identification
- Issue investigation
- Customer communication
- CRM proficiency
- CRM navigation
- Financial regulations
- HIPAA compliance
- Policy compliance
- Data entry accuracy
- Research and problem solving
- High-volume workflow management
- Microsoft Office proficiency
- Remote work experience
- Written and verbSystem learningres consistently
Personal Information
- Title: Customer Service Claims Support Healthcare Administration
- Availability: Dates available upon request
TARGET ROLE
Sedgwick — Workers Compensation Claims Examiner (Req. R78146) | Targeting claims-support and claims-administration opportunities.
Application note
This resume intentionally does not claim California workers' compensation jurisdictional experience, a California SIP credential, or three years of claims-management experience, because those qualifications were not provided in the candidate's background. The resume instead emphasizes directly transferable investigation, documentation, communication, compliance, and healthcare-administration skills.
Accomplishments
- Deans List
Timeline
Student Loan Servicing Representative
EdFinancial Services
08.2026 - Current
Customer Support Representative
Verizon — Afni
04.2026 - 07.2026
Customer Service Representative
Foundever
07.2024 - 11.2025
Cashier / Money Center Associate
Walmart
08.2022 - 07.2024
Associate of Science - Medical Administrative Assisting
Bryant & Stratton College