KIA BONNER
REISTERSTOWN,MD
Summary
Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
25
25
years of professional experience
Work History
Remote Client Service and Insurance Representative
National Spine & Pain Center
08.2022 - Current
- Trained and supervised 30 junior customer service representatives on best practices to meet organization goals daily.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Interviewed clients and impacted individuals, determining details about accident and claim parameters to provide best advice for specific situations.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Performed patient check in/out procedures, to include entering demographic/insurance information into EMR system, collecting any outstanding copays/balances
- Worked with patients, insurance companies, and providers to maintain demographic information, obtain proper authorizations,
- Prepared charts for upcoming appointments and process medical records requests in efficient manner.
- Scheduled and taught in class and online courses to increase learning opportunities for staff.
Accounting Clerk Volunteer
Reisterstown Baptist Church
07.2010 - 12.2022
- Prepared, recorded and processed over 100 accounts receivables and cash receipts weekly.
- Monitored status of accounts receivable and payable to facilitate prompt processing.
- Used accounting software to prepare weekly and monthly financial reports.
- Analyzed financial discrepancies and provided solutions for accurate financial records.
- Tracked over 50 expenses to comply with budgets.
- Prepared/delivered bank deposits, receipts and reconciled accounts receivable. Maintained required records, reports and files in organized manner.
IRS Customer Service Representative (Remote)
KFORCE-Maximus-IRS (This Is A Federal Job)
02.2021 - 06.2022
- Trained 20+ staff members on operating procedures and company services.
- Provided primary customer support and responded to over 1,000 customer requests daily for products, services, and company information.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Managed timely and effective replacement of damaged or missing products and responded to customer requests for products, services, and company information.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided knowledgeable responses to telephone inquiries regarding account, tax-filing and COVID-19 stimulus questions, unemployment , earned income credit and child tax credit.
- Provide technical assistance to individuals and/or businesses primarily through telephone interaction in remote setting.
- Made determinations and used sound judgment to resolve taxpayer disputes and delinquency issues;.
Trainer/Assistant Manager
Alorica Inc, Payflex
12.2014 - 05.2021
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Consistently met performance benchmarks in every areas (accuracy, speed and volume)
- In any given week resolved average of 360 inquiries in any given week- handling health care accounts
- Constantly received commendation for my initiative, intense customer focus detail and giving high top-notch customer service handling and ratings from customers and external auditors.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Conducted regular reviews of operations and identified areas for improvement. Scheduled and taught in class and online courses to increase learning opportunities.
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
- Administered 50+ internal quality audits and assessed results to inform corrective action measures.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
Co-Commander/Director
AWANA Reisterstown
08.2012 - 05.2013
- Oversaw development of AWANA club and youth experience to over 500 community children.
- Managed daily operations while overseeing multiple locations to foster increased productivity
- Optimized operational processes using analytics tools to address client-specific metrics
- Recruited, motivated, retained, developed, and trained all staff.
- Collaborated with network executives to define and propel organization's mission and vision. Liaison to staff to integrate AWANA with other ministries.
- Established, communicated and implemented administrative policies
- Assessed, improved performance- implemented and enforced child protection policies.
- Promoted AWANA club to community, generating awareness and increasing participation.
- Remained highly composed and calm in very fast-paced, stressful and constantly changing environments to provide optimal leadership and achieve desired results.
- Devised and implemented strategies to create new revenue streams and cut operational costs.
- Drafted and distributed reports to assist board members with critical business decisions.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Spearheaded innovative approaches to resource allocation and strategic planning.
Marketing/COMSEC Information Assurance Sales Consultant
L-3 Communication
07.2002 - 07.2011
- Established and maintained over 50 customer relations with NSA and DOD clients to enhance COMSEC Information Assurance Product Sales.
- Monitored and prepared import and export documents: FAR/DFAR Regulations.
- Trained all new employees on all sales and customer service functions.
- Performed all sales order processing and distribution tasks along with accounting functions.
- Entrusted with Corporate American Express Card to handle travel transactions.
- Generated and maintained office records; oversaw product, invoicing and collections.
- Organized, traveled- attended and supplied brochures/media for nationwide trade show over 50+exhibits.
Substitute Teacher
Montgomery County Public Schools
01.2002 - 07.2002
- Created and researched selected age- appropriate materials while stimulating and cultivating classroom setting to enhance learning potential for 30-35 students each class.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Enforced school and class rules to maintain order in classroom.
- Motivated/Counseled students with learning and/or behavioral deficiencies.
- Monitored student progress and provided feedback to students, parents and school administrators.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Developed and implemented engaging lesson plans to accommodate varied student learning styles.
- Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
Senior Claims Adjuster
Car Rental Claims, Inc
02.1998 - 05.2001
- Handled caseloads up to 250 pending commercial and personal line claims..
- Established contact with insured/claimant within 24 hours, and established relationships with clients and insurance companies to foster timely claims resolution involving liability/injury.
- Interviewed claimants and witnesses to gather factual information and examined claims forms and other records to determine insurance coverage
- Maintained suspicious claims database and prepared reports for supervisors.
- Trained and supervised claims staff members on proper handling, evaluation of injury claims, and new employees in various claim programs, procedures and policies.
- Negotiate/settle cases in mediation, arbitration or litigation from initial report to final disposition.
- Investigated properties to determine extent of damage and estimate repair costs.
- Receive company's highest closing goal award for three consecutive years.
Education
Master of Arts - Human Resource Development
George Washington University
Alexandria05.
Bachelor of Science - Psychology
Tuskegee University
Tuskegee, ALSkills
- Complex Problem-Solving
- Insurance Terminology
- Licensing Requirements
- Persuasive Negotiations
- Critical Thinking
- Insurance Coverage Review
- Benefits Education
- Insurance Claim Regulations
- Casualty Insurance Industry Knowledge
- Risk Mitigation
- Human Resources Records
- Applicant Tracking Systems
- Unemployment Claims
- HRIS Database Management
Active All-lines Insurance Claims Adjuster
Every two years take continuing education requirements to keep my claims adjuster license active.
Additional Information
Security Clearance: TS/SCI W/NSA POLY- 2004-2008
S.H.R.M.-Society for Human Resource Management 2003-2005
Proficient in Microsoft Office, Excel, Word, Outlook, Access, and PowerPoint.
Timeline
Remote Client Service and Insurance Representative
National Spine & Pain Center
08.2022 - Current
IRS Customer Service Representative (Remote)
KFORCE-Maximus-IRS (This Is A Federal Job)
02.2021 - 06.2022
Trainer/Assistant Manager
Alorica Inc, Payflex
12.2014 - 05.2021
Co-Commander/Director
AWANA Reisterstown
08.2012 - 05.2013
Accounting Clerk Volunteer
Reisterstown Baptist Church
07.2010 - 12.2022
Marketing/COMSEC Information Assurance Sales Consultant
L-3 Communication
07.2002 - 07.2011
Substitute Teacher
Montgomery County Public Schools
01.2002 - 07.2002
Senior Claims Adjuster
Car Rental Claims, Inc
02.1998 - 05.2001
Master of Arts - Human Resource Development
George Washington University
Bachelor of Science - Psychology
Tuskegee University
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