Kiana Stewart
Madison,Wisconsin
Summary
Skilled in identifying and resolving issues within collaborative team environment, seeking to transition into new field. Developed strong analytical and problem-solving skills through work in demanding quality assurance settings. Focused on leveraging these skills to drive improvements and efficiencies in new role.
Overview
11
11
years of professional experience
Work History
Quality Assurance Analyst
MOHELA
09.2023 - Current
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Customer Service Representative
Nelnet
01.2019 - 04.2023
- Commit to Performance Based Organization (PBO) & Easy To Do Business With (ETDBW) philosophy
- Contribute to Continuous Process Improvement
- Ensure integrity of date and information
- Update information on accounts in the Loan Servicing and/or consolidation systems
- Perform other tasks related to resolving customer needs, by displaying ownership on escalated calls
- Contact customers on accounts, including outbound customer contact when appropriate
- Serve as a resource person with them as needed, including assisting new associates with training needs
Insurance/Healthcare Rep II
DXC Technology
01.2017 - 01.2019
- Properly answer inbound calls in phone ques to Improve call flow
- Give accurate and appropriate information to answer questions
Facilities Assigner
Frontier Communications
01.2016 - 01.2017
- Answered incoming phone calls from customers, field technicians and identified assistance needed
- Asked appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Communicate and collaborate with field technicians and providers to resolve issues, using clear, simple language to ensure understanding
- Exceeded department performance goals while staying current with compliance procedures
- Handled escalated customers and client issues and research information to resolve current issues
Customer Service Representative
Medical Transportation Management
01.2014 - 01.2016
- Managed a high-volume call center for Medicaid recipients for non-emergency transportation rides to and from appointments
- Participated in leadership team to train new employees brought into the company and later became the “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees
- Reached out to members with complex eligibility issues in a timely manner
- Recognized as “#1 Customer Service Rep”
- Ranking was based on accuracy, customer service, duration of calls and availability
Education
Business Management
Madison Area Technical College
Madison, WI12.2024
High School Diploma - undefined
Sun Prairie High School
Sun Prairie, WI01.2008
Skills
- Complex Problem Solving
- Quick learner; able to take on new responsibilities
- High Level Attention to Detail
- Microsoft Office Proficiency
- Organized, Self- Directed
- Exceptional Customer Service Skills
- Able to keep a fast pace throughout the day
- Mentoring and training
Timeline
Quality Assurance Analyst
MOHELA
09.2023 - Current
Customer Service Representative
Nelnet
01.2019 - 04.2023
Insurance/Healthcare Rep II
DXC Technology
01.2017 - 01.2019
Facilities Assigner
Frontier Communications
01.2016 - 01.2017
Customer Service Representative
Medical Transportation Management
01.2014 - 01.2016
High School Diploma - undefined
Sun Prairie High School
Business Management
Madison Area Technical College
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