Keyana Wright
Mesa,AZ
Summary
Results-driven professional with 20 years of experience seeking a Performance Operations Support Associate role. Proven expertise in patient scheduling and administrative coordination, with a strong background in managing CRM systems, account service coordination, and operations administration. Adept at enhancing customer satisfaction and optimizing operational efficiency through meticulous recordkeeping and effective communication.
Overview
19
19
years of professional experience
Work History
Premier Service Consultant (Hybrid)
AT&T
01.2025 - Current
- Represent company and affiliate brands, specializing in cellular mobility services and home and business Wi-Fi and television.
- Communicate and engage effectively with customers to understand their needs and provide suitable solutions.
- Handle account management responsibilities, including service upgrades to enhance customer satisfaction.
- Increase positive brand awareness by staying informed on new promotions and offerings.
- Manage CRM systems and sales reports to maintain accurate records and track performance.
Cleaning Company Owner
The Fairy Dusters
11.2023 - Current
- Supervise commercial cleaning services for diverse businesses, enhancing quality and customer satisfaction.
- Manage staff effectively, maintaining a consistently low turnover rate.
- Establish and negotiate contracts with clients, while overseeing marketing efforts to attract potential new clients.
Cruise Specialist
Norwegian Cruise Line
08.2023 - 11.2023
- Responded to client inquiries and resolved issues, maintaining a high level of customer satisfaction.
- Coordinated travel arrangements and accommodations for diverse client groups, including couples and large parties.
- Managed booking processes and prepared detailed billing statements for cruise reservations.
Account Service Coordinator
Old Republic Risk Management Insurance
11.2021 - 07.2023
- Coordinated the setup, renewal, and cancellation of insurance policies, ensuring seamless account management through direct collaboration with account managers and executives.
- Developed and maintained detailed Excel spreadsheets to log policy information, enhancing both data accuracy and accessibility.
- Conducted internal audits and managed the creation, review, and distribution of insurance contracts, manuals, and surveys to optimize policy administration.
- Verified insurance coverage through telephone and online platforms to ensure accurate reimbursement and estimated patients’ financial responsibilities.
- Scanned, indexed, and entered documents into electronic health records, maintaining accuracy and compliance with HIPAA standards. Processed claims.
- Managed and tracked outstanding insurance claims, ensuring timely resolution and communication with relevant stakeholders.
- Addressed inquiries and provided information to policyholders, facilitating understanding of insurance options and processes.
Operations Administrator
United Healthcare
07.2017 - 10.2021
- Verified client memberships and processed claims, ensuring documentation accuracy and validity on updated systems, while effectively following up on unresolved issues.
- Collaborated with the claims department and anti-fraud organizations to investigate and resolve potentially fraudulent claims initiated by claims representatives.
Energy Assistance Representative
Community Advocates
08.2016 - 05.2017
- Managed a high-volume multi-line telephone system, independently handling over 150 calls daily to facilitate appointment scheduling and customer inquiries, ensuring efficient communication and customer satisfaction.
- Educated customers on billing and payment processing, served as a liaison to resolve concerns, and coordinated with internal departments, while accurately recording customer interactions for effective account management and follow-up on collections.
Day Porter
Direct Supply
05.2013 - 08.2016
- Maintained cleanliness and organization of building areas, with a focus on regularly sanitizing high-traffic zones to ensure optimal hygiene levels.
- Managed inventory by monitoring supply levels and placing timely orders to ensure availability of necessary cleaning materials.
- Ensured compliance with safety regulations and OSHA standards through consistent and reliable job performance.
Customer Service Operator
Nova 1
11.2012 - 01.2013
- Managed inbound communications for third-party clients, achieving high satisfaction ratings by proactively resolving customer issues in a single interaction.
- Utilized CRM database to document calls and educate customers on promotions while consistently meeting call-time and quality standards by handling over 100 calls per shift.
Business Analyst
John Hancock Insurance Company, Stivers Staffing
06.2010 - 09.2010
- Assessed customer applications and medical records requests by applying underwriting guidelines to ensure accurate insurance coverage evaluation.
- Communicated with clients to deliver detailed information on available products and coverage options while maintaining professionalism in high-pressure scenarios.
Loan Processor
Wells Fargo
10.2009 - 06.2010
- Analyzed clients’ financial data, including credit and income documents, to determine loan suitability and support informed underwriting decisions, while managing over 100 calls per shift to maintain service quality.
- Facilitated borrower communication, explaining legal aspects and payment terms, and assisted with short sales and deed in lieu processes, ensuring adherence to company policies and achieving call-time and quality standards.
Provider Service Clerk
National Government Service
01.2006 - 04.2007
- Verified client memberships and processed claims, ensuring documentation accuracy and validity on updated systems, while effectively following up on unresolved issues.
- Collaborated with the claims department and anti-fraud organizations to investigate and resolve potentially fraudulent claims initiated by claims representatives.
Education
HSED - undefined
Gateway Technical College
Skills
- Service Recommendations, Complaint Resolution, International Sales Support, Report Preparation, Account Updates, Customer Accounts Management, Billing Inquiries, Schedule Management, Recordkeeping Strengths, Creative Problem Solving, Inbound and Outbound Calling, Multi-Line Phone Talent, Problem-Solving, Communication, Conflict Resolution, Product Knowledge
Timeline
Premier Service Consultant (Hybrid)
AT&T
01.2025 - Current
Cleaning Company Owner
The Fairy Dusters
11.2023 - Current
Cruise Specialist
Norwegian Cruise Line
08.2023 - 11.2023
Account Service Coordinator
Old Republic Risk Management Insurance
11.2021 - 07.2023
Operations Administrator
United Healthcare
07.2017 - 10.2021
Energy Assistance Representative
Community Advocates
08.2016 - 05.2017
Day Porter
Direct Supply
05.2013 - 08.2016
Customer Service Operator
Nova 1
11.2012 - 01.2013
Business Analyst
John Hancock Insurance Company, Stivers Staffing
06.2010 - 09.2010
Loan Processor
Wells Fargo
10.2009 - 06.2010
Provider Service Clerk
National Government Service
01.2006 - 04.2007
HSED - undefined
Gateway Technical College
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