Keshanna Daniels
Miami,FL
Summary
Seasoned professional with a proven track record in customer service and pharmacy tech roles, notably at United Health Care. Excelled in account management and active listening, enhancing customer satisfaction and efficiency. Demonstrated empathy and technical knowledge, significantly improving client support. Achieved a high level of problem-solving and adaptability, contributing to team success and exceeding sales targets.
Overview
7
7
years of professional experience
Work History
Member Service Representative
United Health Care
Miami, FL
07.2021 - Current
- Answer phones, resolve patient insurance claims or questions related to medical care and benefits information, and direct patients to the proper resources for further assistance with their issues
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Initiate proactive outreach to members as needed, which may involve welcoming new members to our health plans, addressing gaps in care, reviewing coverage, and referring & enrolling them to internal specialists and programs based on their needs and eligibility
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating and other United Health Group websites and encourage and reassure them to become self - sufficient
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Pharmacy Technician
Walgreens
Miami, FL
04.2019 - 06.2021
- Answered incoming phone calls and addressed questions from customers and healthcare providers
- Respond to customer inquiries via phone, email, or chat in a professional and timely manner.
- Provide accurate information regarding products, services, policies, and procedures.
- Assist customers with placing orders, tracking shipments, and resolving delivery issues.
- Address customer concerns and complaints with empathy and efficiency, striving for first-contact resolution.
- Collaborate with internal teams to escalate complex issues and provide comprehensive solutions.
- Document customer interactions accurately and thoroughly in the designated systems.
- Stay updated on Walgreens' products, promotions, and services to effectively assist customers.
Customer Service Representative
Cirrus Solutions
Miramar, FL
08.2018 - 03.2019
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Develop and maintain a comprehensive understanding of our products and warranties to effectively address customer needs
Sales Associate
Beauty Exchange
Miami, FL
06.2017 - 05.2018
- Greet and assist customers in a friendly and approachable manner.
- Provide detailed product information, answer inquiries, and offer personalized recommendations.
- Address and resolve customer concerns, complaints, or issues effectively and professionally.
- Actively engage with customers to understand their needs and preferences.
- Promote and sell products or services to meet and exceed sales targets.
- Utilize upselling and cross-selling techniques to enhance the customer shopping experience.
- Process sales transactions accurately using cash registers or point-of-sale (POS) systems.
- Handle cash, credit, and other forms of payment securely and efficiently, ensuring correct change and issuing receipts.
- Ensure merchandise is properly displayed and well-stocked on shelves.
- Monitor inventory levels and communicate restocking needs to the management team.
- Participate in merchandising efforts to create visually appealing displays that attract customers.
- Stay informed about product features, specifications, and promotions, as well as trends in the retail industry.
- Assist customers in finding suitable products based on their specific needs and preferences.
- Maintain cleanliness and organization in the store, including the sales floor and fitting rooms.
- Ensure products are accurately labeled with prices and promotions.
- Monitor and report any issues with equipment or facilities promptly.
- Build and maintain positive relationships with customers to encourage repeat business.
- Promote customer loyalty through the use of loyalty programs or memberships.
- Follow up with customers on special orders or product availability.
Education
Core -
Miami Norland Senior High School
Miami, FL05.2017
Skills
Account management
Active listening skills
Empathy
Technical knowledge
Persuasive speaking
Clear communication
Self control
Efficiency
Problem Solving
Emotional Intelligence
Attentiveness
Product knowledge
Data entry
Pharmacy Tech
Teamwork
Learning/adaptability skills
Timeline
Member Service Representative
United Health Care
07.2021 - Current
Pharmacy Technician
Walgreens
04.2019 - 06.2021
Customer Service Representative
Cirrus Solutions
08.2018 - 03.2019
Sales Associate
Beauty Exchange
06.2017 - 05.2018
Core -
Miami Norland Senior High School