Keondra’ Pope
Suffolk,Virginia
Summary
Dedicated Customer Service Professional experienced in delivering exceptional support within fast-paced environments. Achieved first-call resolution and high customer satisfaction by leveraging strong communication, problem-solving skills, and active listening. Focused on assisting members with provider networks, referrals, prior authorizations, billing inquiries, and insurance coverage while ensuring confidentiality.
Overview
4
4
years of professional experience
Work History
Production Worker
Newport News Shipbuilding
Newport News, Virginia
05.2025 - Current
- Climbing
- Production Work
- Walking
- Hot Environment
Customer Service Representative | Remote Support
Insurance claims associated
Suffolk
04.2022 - 10.2025
- Assisted customers by explaining health plan benefits, provider networks, referrals, and prior authorization requirements.
- Resolved billing concerns, payment discrepancies, claim questions, and coverage issues with professionalism and accuracy.
- Educated members on insurance eligibility, covered services, and plan limitations.
- Documented customer interactions accurately, ensuring comprehensive records for future reference and follow-up.
- Managed high call volumes while consistently meeting productivity and quality goals.
- Guided members through online portals and self-service resources, enhancing their ability to manage their accounts independently.
- Escalated complex issues appropriately while maintaining ownership until resolution.
- Maintained high customer satisfaction through effective communication and achieved first-call resolution in complex inquiries.
Education
Franklin High School
Franklin, VaSkills
- Quality control
- Production efficiency
- Equipment operation
- Safety compliance
- Inventory Tracking
- Production Reporting
- Manufacturing Software
- Equipment Troubleshooting
- Microsoft Excel
- Operational Coordination
- Collaborative Tools
- Virtual Meetings
- Team Communication
Languages
English
Professional
Affiliations
- Excellent verbal and written communication
- Strong organizational skills
- Ability to work independently in a remote environment
- Customer-focused mindset
- Professional telephone etiquette
- Reliable internet and dedicated home office setup
Timeline
Production Worker
Newport News Shipbuilding
05.2025 - Current
Customer Service Representative | Remote Support
Insurance claims associated
04.2022 - 10.2025
Franklin High School