Kiley Robinson

• Assisted members in navigating healthcare options and resources.
• Coordinated communication between patients, providers, and insurance representatives.
• Educated clients on benefits and services available through Included Health.
• Facilitated appointment scheduling and follow-up for optimal care continuity.
• Contacted third-party payors to obtain and confirm authorization for services and communicated necessary related clinical information.
• Maintained detailed records of patient interactions, contributing to a well-organized case management system.
• Streamlined communication between patients, families, and healthcare providers, ensuring timely updates and accurate information sharing.
• Entered timely and accurate data into electronic medical records to communicate member needs.
• Educated patients about available resources, enabling informed decision-making regarding their care options.
• Collaborated with cross-functional teams to resolve complex claims issues promptly.
• Assisted clients in understanding policy coverage and benefits, resulting in better-informed decisions about their claims.
• Managed sensitive client information with strict confidentiality, adhering to data protection laws and guidelines at all times.
• Coordinated referrals between patients and healthcare providers to ensure timely access to services.
• Collaborated with medical staff to resolve referral-related inquiries and enhance patient experience.
• Educated patients on available resources, facilitating smoother transitions between different care levels.
• Developed strong relationships with patients, ensuring support through complex health journeys.
• Advocated for patient needs by coordinating care plans and resources to enhance health outcomes.

Responding promptly and efficiently to inbound sales calls, emails, and chats from potential and existing customers.

Conducting proactive, consultative needs analyses to understand customer requirements for Video, Data, and Phone services.

Educating customers on Spectrum's products, services, packages, and features, as well as competitive offerings.

Maintaining a high level of professionalism, courtesy, and customer satisfaction during all interactions.

Addressing billing inquiries, service questions, and customer complaints while identifying sales opportunities.

De-escalating customer concerns and maintaining composure during stressful situations.
Selling Spectrum products and services to achieve monthly revenue and sales quotas.

Maximizing additional revenue from existing customers by upselling and cross-selling incremental products and services (e.g., higher internet speeds, premium TV channels, mobile plans).

Developing client-centric product solutions based on customer needs.

Attempting to sell on every call, even those initiated for billing or service issues.

Promoting and communicating current marketing campaigns and promotions.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.

• Developed tailored lesson plans to meet diverse student needs and learning styles.
• Facilitated engaging online classes using interactive tools and multimedia resources.
• Assessed student progress through regular evaluations and feedback sessions.
• Cultivated a supportive learning environment to encourage student participation and confidence.
• Analyzed student performance data to refine curriculum and instructional approaches for better outcomes.
• Assessed student progress effectively through formative and summative assessments, adapting instruction to meet individual needs.

• Led quality assurance initiatives to enhance service delivery and customer satisfaction.
• Developed and implemented testing protocols for new service offerings, ensuring compliance with industry standards.
• Conducted detailed audits of service processes, identifying areas for improvement and increased efficiency.
• Collaborated with cross-functional teams to address quality concerns and implement corrective actions effectively.
• Mentored junior staff in quality assurance practices, fostering a culture of continuous improvement within the team.

Key Responsibilities:

Incident Management & Resolution:

Served as the primary point of contact for incoming IT support requests via phone, email, and ticketing system, ensuring timely acknowledgment and initial assessment.

Diagnosed and resolved a wide range of technical issues, including network connectivity, software applications, hardware malfunctions, and telecommunications service disruptions.

Prioritized and escalated complex incidents to specialized IT teams (e.g., Network Operations, Systems Administration, Tier 2 Support) following established SLA guidelines.

Coordination & Communication:

Coordinated incident resolution efforts across multiple IT departments, external vendors, and field technicians to ensure efficient and effective problem resolution.

Provided clear, concise, and timely communication to end-users regarding incident status, expected resolution times, and service updates during outages.

Acted as a liaison between technical teams and non-technical staff, translating complex technical information into understandable terms.

Service Desk Operations:

Managed and maintained the IT service desk ticketing queue, ensuring tickets were accurately categorized, assigned, and tracked through to completion.

Contributed to the development and maintenance of knowledge base articles, FAQs, and standard operating procedures (SOPs) to facilitate faster resolution of common issues.

Monitored system performance and service health dashboards to proactively identify potential issues and ensure service availability.

User Support & Training:

Provided remote and in-person technical assistance for Windstream employees, covering various hardware, software, and telecommunications tools.

Guided users through self-service options and basic troubleshooting steps, empowering them to resolve minor issues independently.

Reporting & Analysis:

Generated daily, weekly, and monthly reports on service desk performance metrics, including ticket volume, resolution times, and first contact resolution rates.

Analyzed support data to identify trends, recurring issues, and areas for process improvement or user training needs.

Key Responsibilities:

Incident Management & Resolution:

Served as the primary point of contact for incoming IT support requests via phone, email, and ticketing system, ensuring timely acknowledgment and initial assessment.

Diagnosed and resolved a wide range of technical issues, including network connectivity, software applications, hardware malfunctions, and telecommunications service disruptions.

Prioritized and escalated complex incidents to specialized IT teams (e.g., Network Operations, Systems Administration, Tier 2 Support) following established SLA guidelines.

Coordination & Communication:

Coordinated incident resolution efforts across multiple IT departments, external vendors, and field technicians to ensure efficient and effective problem resolution.

Provided clear, concise, and timely communication to end-users regarding incident status, expected resolution times, and service updates during outages.

Acted as a liaison between technical teams and non-technical staff, translating complex technical information into understandable terms.

Service Desk Operations:

Managed and maintained the IT service desk ticketing queue, ensuring tickets were accurately categorized, assigned, and tracked through to completion.

Contributed to the development and maintenance of knowledge base articles, FAQs, and standard operating procedures (SOPs) to facilitate faster resolution of common issues.

Monitored system performance and service health dashboards to proactively identify potential issues and ensure service availability.

User Support & Training:

Provided remote and in-person technical assistance for Windstream employees, covering various hardware, software, and telecommunications tools.

Guided users through self-service options and basic troubleshooting steps, empowering them to resolve minor issues independently.

Reporting & Analysis:

Generated daily, weekly, and monthly reports on service desk performance metrics, including ticket volume, resolution times, and first contact resolution rates.

Analyzed support data to identify trends, recurring issues, and areas for process improvement or user training needs.

Key Responsibilities:

Provided advanced technical support and troubleshooting for incoming inquiries from Verizon Wireless business and government customers, focusing on complex solutions related to 5G, Mobile Edge Computing, Private Networks, Telematics, IoT, and Enterprise Messaging.

Diagnosed and resolved a wide range of technical issues, including device configuration, network connectivity, and service-related problems, ensuring first-call resolution where possible.

Maintained an in-depth knowledge of Verizon Wireless products, services, and network infrastructure to effectively position solutions and address customer needs.

Utilized customer-facing systems and internal tools to accurately document all interactions, troubleshoot tickets, and track resolution progress.

Collaborated cross-functionally with sales, engineering, and other support groups to escalate complex issues, drive accurate trouble ticket resolution, and facilitate seamless customer experiences.

Educated customers on product features, setup, and configuration of advanced data and voice products, enhancing their understanding and utilization of services.

Contributed to continuous service improvement by identifying recurring issues, analyzing root causes, and providing feedback for proactive solutions and process enhancements.

Managed customer expectations, provided timely updates, and maintained a high level of professionalism and empathy in all communications.