Kia Ellis
Jacksonville,FL
Summary
People oriented individual with attention to detail and a positive attitude. Customer service professional with strong ability to multi-task, prioritize, and manage time effectively. Active listening skills and 7+ years proven customer support experience. Passionate about providing stellar service and known for being organized and a strong team player.
Overview
8
8
years of professional experience
Work History
Patient Care Advocate
Foundever (Accredo Core)
Jacksonville, FL
06.2024 - Current
- Assisted patients in scheduling prescription orders
- Coordinated patient insurance and medication needs by directly communicating with patients and doctors' offices via phone.
- Responded to inquiries regarding medical requirements, insurance policies, and potential side effects
- Maintain accurate and comprehensive documentation to enhance the customer service process continuously.
Tax Preparer Assistant
Foundever (Intuit)
Jacksonville, FL
01.2024 - 05.2024
- Answering general questions, assisted customers with uploading documents, and matching customers with tax experts
- Handled inbound service calls
- Navigate through multiple systems and tools
Retail Associate
DD's Discount
Houston, TX
08.2023 - 10.2023
- Process payments by totaling purchases, cash, and store or other credit and debit cards
- Alert management of potential security issues
- Assist with inventory, including receiving and stocking merchandise
- Greet customers, respond to questions, improving engagement with merchandise and providing outstanding customer service.
Owner
KBMore Designs LLC
Jacksonville, FL
06.2020 - 06.2023
- Customer service duties, including following up with clients, answering phone calls and handling quality issues
- Communicated with suppliers via emails
- Monitored and maintained office supplies and inventory
- Handled customer inquiries and complaints.
Fraud "Early Warning" Specialist
Citi Bank
Jacksonville, FL
04.2018 - 09.2020
- Received 40-50 inbound calls from clients, merchants, etc regarding potential fraud activity
- Reviewed accounts in Sawgrass system for fraud indicators and making outbound calls to cardholders to verify card activity
- Processed security closures and issued cards to clients
- Used Lexis Nexis system to validate client's information.
Licensed Medicare Sales Agent
Capital Staffing (Florida Blue)
Jacksonville, Florida
08.2016 - 12.2017
- Explained the features of various policies such as prescription drug coverage, PPO and HMO plans
- Analyze clients’ current insurance policies and suggest additions or changes
- •Handle policy renewals
- Assisted customers with selecting appropriate plans based on their needs.
Skills
- Customer Service
- Problem-Solving Abilities
- Highly motivated and driven to achieve set goals and targets
- Conflict Resolution
- Teamwork
- Positive and professional
- Customer Engagement
- Quick learning ability
- Excellent verbal and written communication skills
- Data Entry
- Proficiency in Microsoft, Powerpoint, and Excel software
- 45 WPM
- Verbal and written communication
Timeline
Patient Care Advocate
Foundever (Accredo Core)
06.2024 - Current
Tax Preparer Assistant
Foundever (Intuit)
01.2024 - 05.2024
Retail Associate
DD's Discount
08.2023 - 10.2023
Owner
KBMore Designs LLC
06.2020 - 06.2023
Fraud "Early Warning" Specialist
Citi Bank
04.2018 - 09.2020
Licensed Medicare Sales Agent
Capital Staffing (Florida Blue)
08.2016 - 12.2017
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