Summary
Overview
Work History
Education
Timeline
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Kiara Mclawhorn

GREENVILLE,NC

Summary

I have several years of Customer Service and Management experience in both Medical and Commercial industries. It is my desire to obtain a position where I can utilize my skills to create a successful, positive, and productive work environment as well as achieve personal and professional growth.

Overview

25
25
years of professional experience

Work History

Call Center Team Lead

Amazon
04.2015 - Current
  • Addressed customer inquiries via telephone and email regarding product information, claim status, and verification of benefits
  • Conducted weekly quality assurance audits of CSR's
  • Trained new employees
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.

Client Services Specialist

Wipfli Llp
01.2011 - 05.2014
  • Served as the liaison between doctors, hospitals, and patients regarding test results and specimen requirements
  • Verified information in the EMR (Electronic Medical Records) was up-to-date and accurate
  • Created new lab orders in the Laboratory Inventory Management System (LIMS)


Housing Specialist

Behavior Health Network
07.2009 - 01.2011
  • Successfully managed 250+ clients helping them obtain Housing Assistance, Employment, Continued Education, and Home Ownership
  • Determined eligibility for assistance
  • Leveraged strong negotiation skills to secure favorable lease terms for low-income families seeking affordable housing options
  • Answered client questions about lease and rental agreements and advocated on behalf of client needs
  • Developed comprehensive knowledge of affordable housing programs to effectively assist clients in securing suitable residences
  • Built a network of community partners and resources to provide holistic support services to clients navigating the complex landscape of affordable housing

Account Coordinator

Cambridge Isotope Laboratories, Inc.
04.2008 - 06.2009




  • Managed customer inventory
  • Helped drive sales goals and achieve monthly/quarterly quotas
  • AP/AR

Assistant Programming Manager

Service Graphics Inc.
06.1999 - 03.2008
  • Managed 24 hour call center with 50+ employees
  • Maintained Startel Database
  • Implemented scripts to enhance user experience
  • Directed software design and development to meet client needs for functionality and performance
  • Managed cross-functional programming teams, fostering a collaborative environment that led to increased productivity and innovation
  • Contributed to codebase used in software deployment on multiple virtual machines

Education

Associate of Applied Science - Business Management and Administration

International Business College
Indianapolis, IN
1998

Timeline

Call Center Team Lead

Amazon
04.2015 - Current

Client Services Specialist

Wipfli Llp
01.2011 - 05.2014

Housing Specialist

Behavior Health Network
07.2009 - 01.2011

Account Coordinator

Cambridge Isotope Laboratories, Inc.
04.2008 - 06.2009

Assistant Programming Manager

Service Graphics Inc.
06.1999 - 03.2008

Associate of Applied Science - Business Management and Administration

International Business College

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Kiara Mclawhorn