Keyanna Hemphill
Rock Hill,SC
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Quantum 3 Media
03.2020 - 01.2025
- Cross-trained in multiple departments to understand all company needs and train new employees.
- Analyzed and updated all necessary changes to Salesforce software.
- Processed customer service requests via phone support and email support.
- Customized CRM using the most up-to-date tools (i.e., workflow triggers).
- Noted customer correspondence in CRM to track requests, problems, and solutions.
- Properly diagnosed customers' needs and proactively educated them about the features and benefits of the company's products and services.
- Audited internal data and processes to identify and manage initiatives, improving business performance.
- Recommended metrics and models based on observed trends.
- Worked with internal teams to understand business needs and changing strategies.
Data Entry/Account Administrative Representative
Apple
07.2019 - 08.2020
- Performed administrative task and assisted in executing business solutions
- Successfully entered data into company database and validated the accuracy of valuable company information
- Used and analyzed data from automated information aggregators to update the database
- Generated data reports, entered company findings into the database and perform backups
- Supported data entry across departments as requested, switching promptly to new projects
- Managed collection activities including calling customers who are past due on their payments.
- Processed payments received from customers accurately and timely.
- Provided administrative support to the accounting department by creating and maintaining financial records.
- Developed strong relationships with customers through excellent communication skills.
Customer Service Representative
American Airlines
01.2017 - 06.2019
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Cross trained in multiple departments to process customer service request via phone support, email support or live chat when needed
- Documented customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting , navigating the company website/mobile app or using the products or service using digital tools
- Assisted customers by providing confirmations, answering questions and offering general information
- Resolved customer complaints promptly and efficiently.
Claims Benefit Specialist
Aetna CVS
02.2014 - 11.2017
- Provided technical advice regarding claims status, benefits coverage and other related issues.
- Documented claim processing activities in accordance with established procedures.
- Investigated potential fraud cases involving false claims submitted by customers.
- Performed detailed analysis of claim data to identify trends or inaccuracies in the system.
- Conducted periodic audits of claim files to ensure compliance with applicable laws and regulations.
- Identified discrepancies between actual payments made versus what was authorized by the insurer.
- Verified customer eligibility for specific benefits according to established criteria.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
Education
High School Diploma -
South Pointe High School
Rock Hill, SCBachelor of Science - undefined
York Technical College
Rock Hill, SCSkills
- Efficient and detail-oriented
- Technical support
- Medical insurance representative
- Supervisory experience
- Sales
- Email support
- Cross-functional collaboration
- Project management
- Software development
- Creative problem solving
- Call documentation
- Order and refund processing
- Data analysis
- CRM software
- Live chat support
- Microsoft Office
- Billing
- Enrollment and eligibility
- Quality assurance
- Excel and spreadsheet proficiency
- E-commerce
- Administrative
- Customer service
- Financial analysis
- Claims
Timeline
Customer Service Supervisor
Quantum 3 Media
03.2020 - 01.2025
Data Entry/Account Administrative Representative
Apple
07.2019 - 08.2020
Customer Service Representative
American Airlines
01.2017 - 06.2019
Claims Benefit Specialist
Aetna CVS
02.2014 - 11.2017
Bachelor of Science - undefined
York Technical College
High School Diploma -
South Pointe High School