Summary

Overview

Work History

Education

Skills

Hair Stylish Entrepreneur

Work Availability

Work Preference

Accomplishments

Software

Timeline

Hi, I’m

Kiara Holland

Charlotte,NC

Summary

Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

7

years of professional experience

Work History

Asurion (Verizon)

Technical Support Representative

11.2019 - 12.2023

Job overview

Created user accounts and assigned permissions.
Responded promptly to emergency after-hours support calls, ensuring minimal downtime for customers experiencing critical issues.
Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Responded promptly to incoming sales leads and requests for technical support.
Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Monitored systems in operation and quickly troubleshot errors.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Responded to customer inquiries and provided technical assistance over phone.
Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
Assisted with updating technical support best practices for use by team.
Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Diagnosed and troubleshot hardware, software and network issues.
Self-motivated, with a strong sense of personal responsibility.
Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Demonstrated a high level of initiative and creativity while tackling difficult tasks.

Lash Group ( Contractor)

Patient Care Coordinator

02.2018 - 11.2019

Job overview

Worked with patients to ascertain issues and make referrals to appropriate specialists.
Improved overall organization within the office by implementing electronic filing systems for patient records, reducing time-consuming paperwork processes.
Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
Helped address client complaints through timely corrective actions and appropriate referrals.
Maintained confidentiality of patient data and condition to safeguard health information.
Delivered support to medical staff in completion of patient paperwork.
Verified patient insurance eligibility and entered patient information into system.
Worked closely with patients to deliver excellent and direct individualized patient care.
Worked with patients to schedule tests and procedures.
Assisted patients with coordinating long-term care for chronic conditions to support and manage illnesses.
Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
Increased efficiency in multi-disciplinary meetings by preparing agendas, taking minutes, and distributing follow-up action items.
Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
Assisted in the development of care plans tailored to individual patient needs, improving overall health outcomes.
Answered incoming calls, scheduled appointments and filed medical records.

Teleperformance USA (Ann Taylor)

Customer Service Representative

01.2017 - 02.2018

Job overview

Responded proactively and positively to rapid change.
Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Increased efficiency and team productivity by promoting operational best practices.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Answered constant flow of customer calls with minimal wait times.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Handled customer inquiries and suggestions courteously and professionally.
Investigated and resolved accounting, service and delivery concerns.
Maintained up-to-date knowledge of product and service changes.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Responded to customer requests for products, services, and company information.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

Central Piedmont Community College
Charlotte, NC

Associate of Arts from Business Entrepreneurship

05.2022

University Overview

Myers Park High School
Charlotte, NC

High School Diploma

06.2019

University Overview

Skills

Windows 10
Performance Testing
Call Center Operations
Access issue resolution
Network diagnostics
Customer Success Management
Microsoft Outlook
Appointment Scheduling

Remote Technical Support
Incident Management
Active Listening
Issue Troubleshooting
Tracking and Documentation
Product Troubleshooting
Technical Support

Hair Stylish Entrepreneur

Hair Stylish Entrepreneur

Treating, caring for hair as well as washing,conditioning and dying hair and wigs. I make wigs to any styles my client ask for, I also do various hair braiding.

Availability

See my work availability

Not Available

Available

monday

tuesday

wednesday

thursday

friday

saturday

sunday

morning

afternoon

evening

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Work Preference

Work Type

Full TimeContract Work

Work Location

On-SiteRemoteHybrid

Important To Me

401k matchPaid time offPaid sick leaveWork from home optionFlexible work hoursStock Options / Equity / Profit SharingCareer advancementWork-life balanceCompany CultureHealthcare benefits

Accomplishments

Accomplishments

Participated in various incentive programs and contests designed to support achievement of production goals.
Endorsements in software development and mobile applications.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Resolved product issue through consumer testing.
.
Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Oversaw 60 cases each month.
Drove overall improvements to quality assurance and patient satisfaction initiatives by removing bottlenecks to effective care.
Developed improved tracking and assessment system to increase patient care standards.

Software

Microsoft Word, Excel, Outlook and CRM ( SalesForce) and PeopleSoft

Timeline

Technical Support Representative

Asurion (Verizon)

11.2019 - 12.2023

Patient Care Coordinator

Lash Group ( Contractor)

02.2018 - 11.2019

Customer Service Representative

Teleperformance USA (Ann Taylor)

01.2017 - 02.2018

Central Piedmont Community College

Associate of Arts from Business Entrepreneurship

Myers Park High School

High School Diploma