Kiayuana Evans
Wilson,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center industry. 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
11
11
years of professional experience
Work History
Member Services Representative
BroadPath Healthcare Solutions
Tucson, AZ
07.2019 - 09.2022
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Relay important information, update customers contact information and accounts and resolved billing questions or issues.
- Responsible for verifying member coverages, benefit types, eligibility dates, and claim payment statuses for providers.
- Accurately assist in member playing benefit information and checking medical codes to makes sure they are valid and billable.
- Verify the contacts identity during initial communications and prior to disclosing confidential information.
Security Console Operator
Allied Universal Security Services
Wilson, NC
08.2017 - 07.2022
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Regulated vehicle and pedestrian traffic upon entry onto building grounds through electronic gates.
- Reported irregularities such as fire and safety hazards to maintenance.
- Monitored employee activities, confirming compliance with security regulations.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
Debt Collector
Online Information Services Inc
Winterville , NC
01.2017 - 07.2019
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
- Worked with customer to create debt repayment plan based on current financial condition.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Processed debtor payments and updated accounts to reflect new balance.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Education
Associate of Science - Criminal Justice
Pitt Community College
Winterville, NC05.2015
Skills
- Excellent Attention to Detail
- Inbound and Outbound Calling
- Multi-Line Phone Systems
- Time Management
- Team-Oriented and Cooperative
- Medical Terminology Knowledge
- Patient and Empathetic
- Customer Complaint Resolution
Timeline
Member Services Representative
BroadPath Healthcare Solutions
07.2019 - 09.2022
Security Console Operator
Allied Universal Security Services
08.2017 - 07.2022
Debt Collector
Online Information Services Inc
01.2017 - 07.2019
Associate of Science - Criminal Justice
Pitt Community College