Kiana Salomon
Phoenix,AZ
Summary
Seeking a dynamic company to excel in delivering exceptional customer service, collaborate effectively with team, and surpass objectives. Eager to leverage strong multitasking abilities in a position to further develop skills and take on independent projects.
Overview
16
16
years of professional experience
Work History
Customer Solutions Specialist
American Family Insurance
02.2025 - Current
- Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
- Increased client retention through personalized attention and proactive problemsolving.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Conducted regular follow-ups with customers, solidifying relationships and ensuring ongoing satisfaction.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Collaborated with cross-functional teams to deliver optimal solutions for customers'' needs.
- Reduced response times by optimizing internal processes and utilizing resources effectively.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
Health Care Advocate
Verdegard Administrators
11.2022 - 02.2025
- Coordinate care and communicate with members, clients, Brokers, and Account Management while complying with VBP guidelines. Negotiated contracts for services with providers and facilities. Subject matter expert on all details of Value Based Pricing plans, claims, and networks. Provided excellent customer service to Plan members while locating high quality, low cost services to save money for the member and client. Effectively educate members on best practices with a High Deductible Health Plan to save them out of pocket costs. Easily adapted to change in processes. Selected for projects that require care and sensitivity. Maintained personal accountability for workload and assist team members in their absence. High volume case management. Effectively practicing time management in order to ensure all Plan members and correspondents receive prompt responses and resolution. Prioritizing sensitive cases that require urgent attention. Ensuring Plan members are quoted correctly for benefits and eligibility. Attentive in sending Prior Authorizations to Treating Facility to prevent Plan penalties.
- Enhanced healthcare service quality by collaborating with medical professionals and providing accurate patient information.
- Established strong relationships with community organizations, expanding the network of support available to patients in need.
- Analyzed complex medical records, ensuring accurate comprehension of diagnoses and treatment options for informed decisionmaking.
- Streamlined communication between patients and providers, ensuring timely access to essential health services.
- Supported patients in navigating the healthcare system effectively, increasing their understanding of available resources and options.
- Delivered comprehensive case management services that ensured continuity of care across multiple providers while minimizing gaps in service provision.
Construction Loan Management Specialist
Cascade Financial Services
04.2018 - 09.2022
- Upskill knowledge of FHA and VA compliance guidelines, policies, and procedures, while successfully tracking Loan milestones in Encompass. I am extremely proud to represent my company in working closely with Builders and our customers, every day, by offering personable customer service. My growth in this position includes knowledge in FHA and VA Guidelines and the Encompass system. My responsibilities include managing my own pipeline of closed construction loans, from the time the loan funds, to home delivery and completed home improvements. Tasks performed to be the most successful in this role include reviewing builder checklists for accuracy and emailing them to the Builder, maintaining updated checklists to reflect cleared documents once they have been received and conditions are met for clearing, uploading documents and submitting conditions to my peers for review, logging corrections for PC Assistants to complete, requesting Home Owners insurance with Insurance Agent, and submitting accurate builder proceed breakdowns to our accounting team for payoffs. These areas of proficiency have secured confidence within myself in prioritizing tasks, completing them in a timely manner, and excelling in communication skills.
- Started as an Insurance Claim and Escrow Specialist, promoted to Property Compliance Assistant, then promoted to Construction Specialist. Reason for exploring option is to increase pay and expand salary growth options according to efficient and effective production.
Bill Collector
Convergent Outsourcing Inc.
08.2014 - 12.2016
- Adherence to all compliance guidelines, policies, and procedures while meeting top producing production numbers. Quick adaptability in new system and daily functions. This position requires daily performance of FACS systems, record keeping, payment arrangements, settling debts and continued conflict resolution. Exceeded monthly goals from my first full month throughout.
- Maintained a high level of customer satisfaction through respectful interactions during challenging situations.
- Collaborated with other team members to develop strategies for difficult cases, resulting in higher collection rates.
- Implemented personalized approaches for each debtor based on background information research, enhancing negotiation outcomes.
Bill Collector
IQOR
06.2012 - 07.2014
- I am successful in this role because I follow all compliance acts, policies, and procedures while maintaining top production numbers. I grew to be knowledgeable in our company’s systems, while learning to organize my records, contacts, and following up with designated personnel. I applied excellent customer service while assisting customers in satisfying their debts with personalized payment plans or securing settlements.
Receptionist
MasterCuts
01.2011 - 01.2012
Teacher’s Aide
Basha Elementary School
01.2010 - 01.2011
- Assisted teacher with grading assignments, counseling students, and instructing lessons.
Education
High School -
Hamilton High School
Chandler, AZ01.2011
Skills
- Goal setting and achievement
- Client retention strategies
- Spreadsheet tracking
- Complaint investigation
- Reporting and documentation
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
Awards
Member of the Family Career Community Leaders of America (FCCLA) - Chandler, AZ 2008 to 2010, Member of the FEA (Future Educators of America), Member of the student council during 5th and 7th grade years., Member of Leadership Council during 8th grade. School Broadcaster, 6th-8th grade.
Timeline
Customer Solutions Specialist
American Family Insurance
02.2025 - Current
Health Care Advocate
Verdegard Administrators
11.2022 - 02.2025
Construction Loan Management Specialist
Cascade Financial Services
04.2018 - 09.2022
Bill Collector
Convergent Outsourcing Inc.
08.2014 - 12.2016
Bill Collector
IQOR
06.2012 - 07.2014
Receptionist
MasterCuts
01.2011 - 01.2012
Teacher’s Aide
Basha Elementary School
01.2010 - 01.2011
High School -
Hamilton High School
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