Kimberly Leak
Memphis,TN
Summary
Master of multi-tasking and performing in high pressure situations with highly organized efficiency. Outstanding customer service skills. Strong creativity and problem-solving skills. Able to work independently as well as in a group setting.
Overview
23
23
years of professional experience
Work History
Surest Live Person Chat Advocate
UnitedHealth Group
03.2024 - Current
- Worked effectively in fast-paced environments.
- Strengthened communication skills through regular interactions with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Maintained high-quality service standards for all inbound chats, ensuring prompt and accurate assistance.
- Improved first-contact resolution rates by effectively utilizing resources and available tools.
- Enhanced customer satisfaction by addressing inquiries and resolving issues in timely manner.
Surest Senior Customer Service Advocate
UnitedHealth Group
08.2023 - 03.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Streamlined communication processes for increased efficiency and improved customer experience.
- Collaborated with cross-functional teams to improve overall company performance and customer satisfaction levels.
- Managed high-volume inbound calls, maintaining professionalism under pressure.
- Managed on average 30 chats and above from members daily
C&S DSNP Advocate4Me Representative
UnitedHealth Group
10.2022 - 08.2023
- Responsible for delivering service to identify source of issue and work to resolve member inquiries and issues in timely and professional manner related to but not limited to benefits, eligibility, and claims.
- Managed 50 to 80 calls per day
- Increased customer satisfaction by addressing and resolving complaints in timely manner.
- Answered inbound customer service calls to assist with questions, concerns or problems.
Owner/Cook/Caterer
SheSayZso
12.2018 - 08.2022
- Responsible for completing orders in timely manner, Responsible for food preparation at start and end of day
- Responsible for food management and inventory, Handled orders from customers over phone and at counter
- Responsible for opening and closing store
- Responsible for guaranteeing customer service, Responsible for all kitchen operations including food preparation, cooking, safety and sanitation, and made from scratch food production related Ensured that shift ran in smooth manner with focus on "Quality": while attending to any unexpected problems or emergencies that arose.
- Serviced over 200 customers weekly
Customer Service Representative
Vangent
03.2007 - 05.2009
- Received and processed inbound calls for Medicare customers.
Home Health Aide
State Of Wisconsin
01.2001 - 01.2003
- Was responsible for taking care of all of woman patient had Alzheimer's and diabetes
- Gave medication, bathed, dressed, cooked, and dressed patient in home.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Maintained clean and safe home environment for patients, reducing falls and accidents.
- Administered medications as prescribed, ensuring proper dosage and timely administration for optimal health outcomes.
Education
Liberal Studies -
University of Memphis
Memphis, TNHigh school diploma in General Studies -
John Marshall High School
Milwaukee, WI06.2001
Skills
- Multitasking and Organization
- Empathy and Compassion
- Excellent Communication
- Analytical and Critical Thinking
- Healthcare Navigation
- Microsoft Office
- Dependable and Responsible
- Teamwork and Collaboration
- Health literacy
- Ethics and confidentiality
- Creativity and Innovation
- Policy understanding
Timeline
Surest Live Person Chat Advocate
UnitedHealth Group
03.2024 - Current
Surest Senior Customer Service Advocate
UnitedHealth Group
08.2023 - 03.2024
C&S DSNP Advocate4Me Representative
UnitedHealth Group
10.2022 - 08.2023
Owner/Cook/Caterer
SheSayZso
12.2018 - 08.2022
Customer Service Representative
Vangent
03.2007 - 05.2009
Home Health Aide
State Of Wisconsin
01.2001 - 01.2003
Liberal Studies -
University of Memphis
High school diploma in General Studies -
John Marshall High School
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