Kiarra Reed
St Louis,MO
If one is lucky, a solitary fantasy can totally transform one million realities.
Maya Angelou
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Direct Support Professional /Senior Direct Support Professional
Emmaus Homes
03.2023 - Current
- Assists four in home clients with scheduling and providing transportation to appointments and community activities
- Assists with training and orientation of newly hired staff
- Administered medication as directed by physician.
- Recorded behaviors, patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Applied mobility assistance knowledge to safely ambulate patients in different spaces involving varying elevations and obstacles.
- Supported four seniors daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Worked flexible hours; night, weekend, and holiday shifts.
- Assisted disabled clients to support independence and well-being.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Completed regular check-ins and progress report for each client.
Customer Care Advocate /Retention Specialist
United Health Group, Medicare Advantage
06.2015 - 02.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Worked to provide daily and weekly employee engagement emails; promoted to lead of this same team
- Helped large volume of customers every day with positive attitude and focused on customer satisfaction.
- Worked directly offsite with licensed sales agents providing plan information and establishing new accounts for members
- Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Managed over 90 calls per day
Reservations Fleet Service /Truck Roadside
Enterprise Holdings
02.2012 - 06.2015
- Navigated multiple software systems simultaneously
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Navigated maps using DOT mileposts
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained accurate documentation of performed work and completed tasks
- Worked well in a team setting, providing support and guidance
Education
Associate Degree - General Studies
05.2023
Medical Assistant Certificate -
03.2012
Skills
- HIPPA and OSHA Compliance
- Insurance Billing and Coding
- Call Volume and Quality Metrics
- Computer Proficiency
- Vitals Collection and Documentation
- Patient Education
- Direct Patient Care
- Patient Transport
- Vital Signs Management
- HIPAA Guidelines
- Behavior Redirection
- Patient Behavior Monitoring
- Specimen Collection
- Independent Living
- Patient Restraint
- Sanitizing Surfaces
- Impulse Control
- Appointment Transportation
- Emotional Support
- Supporting Daily Living Needs
- Data Entry
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Direct Support Professional /Senior Direct Support Professional - Emmaus Homes
03.2023 - Current
Customer Care Advocate /Retention Specialist - United Health Group, Medicare Advantage
06.2015 - 02.2022
Reservations Fleet Service /Truck Roadside - Enterprise Holdings
02.2012 - 06.2015
Columbia College - Associate Degree, General Studies
Everest College - Medical Assistant Certificate,
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