Keymune Belton
Columbia,SC
Summary
Highly skilled customer service employee with history of great achievement. Developed strong communication and analytical skills in high-volume customer service environment. Demonstrated ability to handle complex situations and resolve issues efficiently while maintaining focus on customer satisfaction. Looking to transition into new field to apply and further enhance these transferable skills.
Overview
7
7
years of professional experience
Work History
Claims Customer Service Representative
Mutual Of Omaha Insurance Company
Omaha, NE
02.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Created claims for benefits using ICD-10 codes.
- Frequently contacted employers & physician offices to send fax, emails, and verify disability information to process claims.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Support Team Lead
Transworld Systems Inc.
Atlanta, GA
11.2021 - 01.2024
- Assisted customers with student loan forgiveness
- Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
- Monitored employee productivity to ensure optimal staffing levels were maintained at all times.
- Devised strategies for handling high call volumes during peak periods, maintaining exceptional service levels under pressure.
- Established open communication channels within the team, promoting collaboration and innovation in problemsolving.
Medicare Customer Service Representative
Teleperformance USA
Columbia, Sc
11.2019 - 11.2021
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Supported department goals by consistently meeting or exceeding established metrics related to call quality, timeliness, and accuracy.
- Trained new hires on company protocols, software usage, and effective communication techniques to ensure their success in the role.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Assisted customers aged 65 and higher with home delivery medications , specialty deliveries and scheduled deliveries.
Customer Service Manager
Walmart
Columbia,sc
05.2018 - 10.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Handling cash drawer drop, shift changes and large bill detection.
- Responsible for returns, exchanges and claims or damaged items.
Education
High School Diploma -
Eau Claire High School
Columbia,sc06-2018
Skills
- Data entry proficiency
- Compliance awareness
- Call management
- Customer education
- Billing resolution
- Claim processing
- Claims support
- Benefits determination
- Customer service
- Excellent communication
- Organizing and prioritizing work
- Professionalism
Timeline
Claims Customer Service Representative
Mutual Of Omaha Insurance Company
02.2024 - Current
Customer Support Team Lead
Transworld Systems Inc.
11.2021 - 01.2024
Medicare Customer Service Representative
Teleperformance USA
11.2019 - 11.2021
Customer Service Manager
Walmart
05.2018 - 10.2019
High School Diploma -
Eau Claire High School