KIANA WARD
Hampton,VA
Summary
Dedicated customer service representative skilled in CRM software and medical terminology. Proven ability to create referrals and assist members in navigating complex systems, ensuring effective support and satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Service Representative (Remote)
Trillium Health Resources
2024.10 - 2025.05
- I take calls from members who have Medicaid, behavioral health needs, Trillium, who need resources for housing, care managers, care coordinators.
- I complete grievances if needed, check on the plans to see if they're active.
- I create referrals if members need assistances with added on services such as phones, transportation, housing needs as in rent and or utility.
- I create referrals for members who need a care manager.
- I look up places for members who need to see a eye doctor, need places to go see a counselor, DME needs and or just providers for anything they need.
- I transfer calls to providers line, a members care manager if needed.
- Processed client requests using electronic health record systems efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
Customer Service Representative (Remote)
Veterans Government Service
2023.01 - 2024.02
- Employed exceptional listening skills to determine the nature of calls in order to clearly and precisely address inquiries in a professional manner.
- Managed multiple client requirements and guidelines.
- Maintained professional relationships with client contacts to ensure top-notch customer service.
- Took inbound calls from the different branches in the military and providers.
- Made outbound calls to providers for the bene's.
- Check and change referrals for bene's and providers.
- Check claims, update addresses, phone #'s and took payments.
- Update their doctors for the bene's.
- Transfer calls to different departments if need be.
Customer Service Rep/Sales Agent (Remote)
Health IQ
2022.08 - 2022.12
- Achieved the highest expected loyalty goal while attracting new customers.
- Made outbound calling for Annual Enrollment.
- Calling beneficiaries about Medicare to get them to sign up or to get better added benefits.
- Getting Medicare id # & or SSN to transfer them to the sales agent to see if they qualify for any benefits & or sign them up a plan.
Inbound Customer Service Representative (Remote)
Aetna
2021.09 - 2022.11
- Identified customer needs and provided appropriate solutions.
- Developed and maintained relationships with customers.
- Met and exceeded daily and weekly customer service call quotas.
- Collaborated with other customer service representatives to ensure customer satisfaction.
- Took inbound calls from customers for Aetna insurance.
- Check claims, took payments, check benefits, check authorizations, transfer calls and do outbound calls if needed.
- Provide customers with appropriate customized solutions to meet their needs.
- Performed routine call center activities concerning business products and services.
- Used the tools provided to guide me through customer conversations.
- Provided customers with important information while communicating in a warm empathetic manner.
- Gathered information to keep customer profiles and accounts up to date.
Sales Agent
Focus Call Center
Greenville, USA
2021.02 - 2022.01
- Developed and implemented customer service plans.
- Negotiated contracts with customers.
- Participated in team meetings to discuss sales strategies.
- Utilized CRM software to track customer interactions.
- Answer inbound calls in a timely and friendly manner.
- Evaluate problems and complaints of the callers and provide proper solutions.
- Respond to the needs of customers and provide personalized service.
- Provide information on the company's products or services and generate interest in the offer.
Chat Agent (Remote)
T-mobile
2019.05 - 2021.02
- Utilized multiple software applications to accurately record customer data.
- Researched customer inquiries to provide accurate and up-to-date information.
- Maintained a customer service-oriented attitude at all times.
- Assisted customers with navigating the website and navigating the checkout process.
- Troubleshooted technical issues and provided detailed solutions to customers.
- Identified customer needs and provided tailored solutions.
- Answering customers questions through chat and email.
- Helping them with payment questions and taking payments.
- Answering any questions concerning their products or ours.
Education
High School Diploma -
Miracle Tabernacle Christian School
Weldon, NC06.2011
Skills
- Customer Service
- CRM software
- Office Equipment
- Office experience
- CPT coding
- Phone operations
- Microsoft Word
- Typing
- Microsoft Office
- Insurance sales
- Medical terminology
- Front desk
- Call center
- HIPAA
- Cold calling
- Customer support
- Call handling
- Customer relationship management
- Referral management
- Time management
- Call center experience
- Customer service
Timeline
Customer Service Representative (Remote)
Trillium Health Resources
2024.10 - 2025.05
Customer Service Representative (Remote)
Veterans Government Service
2023.01 - 2024.02
Customer Service Rep/Sales Agent (Remote)
Health IQ
2022.08 - 2022.12
Inbound Customer Service Representative (Remote)
Aetna
2021.09 - 2022.11
Sales Agent
Focus Call Center
2021.02 - 2022.01
Chat Agent (Remote)
T-mobile
2019.05 - 2021.02
High School Diploma -
Miracle Tabernacle Christian School