Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Technology proficiencies
State
Timeline
Generic
Kiera McSwain

Kiera McSwain

Suitland,MD

Summary

Dynamic professional with a robust blend of analytical prowess and exceptional team-building capabilities, recognized for designing and executing initiatives that significantly boost employee satisfaction, well-being, and performance. Proven track record of embracing new challenges while consistently aligning with organizational objectives through structured methodologies. Expertise in customer interactions and service solutions, coupled with strong conflict resolution and communication skills, fosters customer loyalty and satisfaction. Reliable collaborator who adapts seamlessly to evolving needs, committed to delivering results through efficient and empathetic service.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Athena Consulting LLC
02.2025 - Current
    • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
    • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
    • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
    • Answer inbound calls and respond to emails from consumers regarding health insurance, Medicaid, MCHP, and dental coverage options through Maryland Health Connection.
    • Provide accurate information about eligibility, enrollment, coverage options, and plan comparisons.
    • Assist individuals and families in completing applications for health coverage.
    • Guide consumers through the online portal and troubleshoot issues with their accounts.
    • Help consumers understand eligibility results for Qualified Health Plans (QHPs), Medicaid, and other programs.
    • Request, receive, and process required documentation (e.g., proof of income, identity, immigration status).
    • Support new enrollments, renewals, and plan changes during open enrollment or special enrollment periods.
    • Explain plan benefits, premium payments, cost-sharing reductions, and tax credits.
    • Investigate and resolve issues related to account access, coverage discrepancies, billing, or document verification delays.
    • Escalate complex problems to supervisors or technical support teams as needed.
    • Accurately record consumer interactions and maintain detailed call logs and case notes.
    • Ensure all data entered complies with HIPAA and confidentiality regulations.
    • Conduct outbound calls to follow up on missing documents, incomplete applications, or upcoming deadlines.
    • Educate consumers on next steps, renewal processes, and other critical updates.
    • Stay up to date on changes in policies, procedures, and health coverage programs.
    • Complete required training modules and maintain knowledge of the Affordable Care Act and state-specific guidelines.

Medical Assistant

Southwest Podiatry
01.2024 - 12.2024
  • Filed insurance claims forms in accordance with applicable regulations.
  • Inspected equipment to ensure proper working order prior to use on patients.
  • Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
  • Registered new patients into practice management software program accurately entering demographic information.
  • Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
  • Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
  • Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
  • Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
  • Prepared laboratory specimens for analysis and organized lab results for review by the physician.
  • Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
  • Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
  • Documented notes during patient visits.
  • Organized charts, documents and supplies to maintain team productivity.
  • Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
  • Incorporated outside records into charts and EHR.

Relationship Banker

Bank of America
06.2016 - 05.2024
  • Provide superior customer service by processing consumer and commercial financial deposit transactions, night depository processing, open new accounts, check cashing, telephone requests, loan payments, and certificates of deposits.
  • Reviewed loan applications for accuracy and completeness before submitting them for processing.
  • Maintained records of all customer interactions in a secure database system.
  • Collaborated with team members to develop innovative solutions for meeting customer needs while maintaining profitability goals set by the bank's senior management.
  • Provided customers with financial advice and assistance in setting up accounts and processing loan applications.
  • Researched customer inquiries regarding account balances, transactions, fees, interest rates.
  • Built long-term relationships with customers by providing personalized service and support.
  • Educated clients about various banking products available at the institution.
  • Modified, opened and closed customer accounts.

Education

Bachelor of Science - Business Information Systems

Bowie State University
Bowie, MD
06.2020

Skills

  • Relationship management
  • Team-building
  • People management
  • Effective communication
  • Program development and implementation
  • Customer service
  • Financial deposit transactions
  • Loan payments
  • Sensitive information protection
  • Security protocol
  • Financial management
  • Control bank vault cash
  • Cash handling
  • Internal Revenue Service (IRS) compliance
  • Monetary instrument sale reporting
  • Installment payment processing
  • Facility security
  • Troubleshooting
  • Online banking
  • Mobile banking
  • Service Members Civil Relief Act (SCRA) awareness
  • Financial center security
  • Data protection
  • Cybersecurity
  • Risk management
  • Financial crimes compliance
  • Labor and union negotiations
  • Project management
  • Training and development
  • Regulatory compliance
  • Benefits administration
  • On-boarding
  • Succession planning
  • Diversity, equity, and inclusion
  • Strategic management
  • Operations management
  • Relationship building
  • Safety compliance
  • HRIS
  • Conflict resolution
  • COVID-19 contact tracing
  • Procurement
  • Budgeting and cost control
  • Testing
  • Talent acquisition
  • Employee supervision
  • Leadership development
  • E-Verify
  • Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • ADP
  • Kelly
  • Zenefits
  • NeoGov
  • Salesforce
  • Data Entry
  • Medical Billing
  • Patient Scheduling
  • Patient Flow Management
  • HIPAA Compliance
  • Payment Collection
  • Inventory and supply management
  • Understanding of medical laws
  • Customer Service
  • Complex Problem-Solving

Accomplishments

  • Market MVP for April 2023 working at Bank of America
  • Consistently meeting metric goals every week and month working at Bank of America and Athena Consulting LLC

Training

  • Service Members Civil Relief Act (SCRA) Enterprise Awareness
  • Financial Center Robbery and Physical Security
  • Safety and Security Resources
  • Enterprise Information Protection
  • Data Protection Cyber Security and Contact
  • Risk Management Regulatory Knowledge
  • Financial Center Bandit Barrier Security Equipment
  • Financial Crimes Compliance
  • Labor and Union Negotiations
  • Project Management
  • Training and Development
  • Regulatory Compliance and Standards
  • Benefits Administration
  • On-Boarding
  • Succession Planning
  • Diversity, Equity and Inclusion
  • Strategic Management
  • Operations Management
  • Relationship Building
  • Safety Compliance
  • HRIS
  • Risk Management
  • Conflict Resolution
  • COVID-19 Contact Tracing
  • Procurement
  • Budgeting and Cost Control
  • Testing
  • Talent Acquisition
  • Employee Supervision
  • Leadership Development
  • E-Verify

Technology proficiencies

  • Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • ADP
  • Kelly
  • Zenefits
  • NeoGov
  • Salesforce

State

MD

Timeline

Customer Service Representative

Athena Consulting LLC
02.2025 - Current

Medical Assistant

Southwest Podiatry
01.2024 - 12.2024

Relationship Banker

Bank of America
06.2016 - 05.2024

Bachelor of Science - Business Information Systems

Bowie State University

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