Kimberly SAMUEL ORANGE
Baltimore,MD
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Kaiser Permanente
12.2021 - 06.2024
- Member Core: Facility Inquiry, Web Support, Promote KP.Org, Order ID Card, Complaint, ID Card Inquiry, Service Review
- Member Adv.: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults
- Medicare (For up to two (2) regions.)
- Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General, Reinstatement Request, Service Review
- KPC Billing, 1095 Tax Form, SLP
- (escalations to Tier 3)
- Represented the Health Plan by answering and documenting all incoming contacts to determine their nature, and to respond to complex calls related to specialized product lines or queues.
- Responded professionally to inquiries from internal/external customers
- Initiated contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed
- Evaluated data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
- Document according to procedure
- Follow established procedures to meet customer/member needs
- Required to effectively interact with diverse work units and relevant organizational departments
- Had substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks
- Ability to understand relevant policies, processes and customers
- Assisted the department in meeting customer needs and reaching department expectations
- Completed required training and understand how to use tools available to recall necessary information
- Developed a full awareness of the way performance and actions affect members and Member Service Contact Center's (MSCC) performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted)
- Promote, ensure and provide customer service to internal/external customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service
- Consistently supports compliance and the Principles of Responsibility by maintaining the privacy and confidentiality of information, and protects the assets of the organization
PSE Mail Processing Clerk
United States Postal Service
Baltimore, MD
11.2016 - 12.2021
- Receives and sorts incoming and outgoing mail and packages according to postal regulations and unit requirements
- Delivers and picks up mail and packages at proper locations within a school or unit
- Weighs and stamps or makes arrangements for outgoing mail and packages, operating mail processing machines as necessary
- Redirects misaddress items
- Maintains logs of postage charges, receipt forms, and other records as required
Healthcare Security Officer
Securitas
Baltimore, MD
01.2012 - 12.2016
- Acted as a receptionist for client facility to control access through the admittance process
- Welcomed on-site visitors, determines nature of business, and announces visitors to appropriate personnel
- Observed and reports incidents or suspicious activity to client representatives, company management, life/safety personnel
- Prepared logs or reports as required for site; writes and/or types reports and/or enters information in a computer using standard grammar; inspects security control logs and takes action as required
- Provided administrative support, such as answering telephone, taking and delivering messages or transferring calls to voicemail when appropriate personnel are unavailable
Shift Supervisor
Towne Park
Baltimore, MD
05.2004 - 02.2009
- Orchestrated the service experience for hotel guests while working alongside coworkers to ensure that the site's service standards are met or exceeded
- Under the direction of the Account Manager, involved in coordination and administration
- Provided troubleshooting and/or guidance when the manager is not on-site
- Handled critical issues and required to make judgment calls when expediency is priority
- When issues are not urgent, reported information to the manager, provided the facts of the matter and sought instruction for how to proceed.
- Responsible for accurately collecting and reconciling revenue while providing exceptional hospitality services to all guests in an attentive, friendly and efficient manner.
Education
HS diploma -
Northwestern Senior High School
06-2000
Human Services
Community College of Baltimore County
Baltimore, MDB.A - Human Services
Sojourner Douglass College
Baltimore, MDSkills
- Scheduling
- Complaint resolution
- Account updating
- Shipping procedures
- Travel planning
- Multi-task management
- Conflict resolution
- Clerical support
- De-escalation techniques
Qualificationhighlights
- Proven record of accomplishment in Customer Service industry managing multiple programs in various environments
- Driven leader with solid understanding of business relations to positively impact overall project to include budget, security, and timeline management
- Proficient with Microsoft Office Suite (Excel/Outlook/PowerPoint/Word)
References
References available upon request.
Timeline
Customer Service Representative
Kaiser Permanente
12.2021 - 06.2024
PSE Mail Processing Clerk
United States Postal Service
11.2016 - 12.2021
Healthcare Security Officer
Securitas
01.2012 - 12.2016
Shift Supervisor
Towne Park
05.2004 - 02.2009
HS diploma -
Northwestern Senior High School
Human Services
Community College of Baltimore County
B.A - Human Services
Sojourner Douglass College
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