Kinara Washington
Summary
Led initiatives to analyze customer inquiries and implement solutions for issue resolution. Cultivated strong relationships with clients to drive engagement and loyalty. Focused on enhancing customer experiences and contributing to organizational growth. Led initiatives to apply positive and negative reinforcement strategies, resulting in improved behavioral outcomes. Oversaw the execution of behavior treatment plans and intervention techniques to ensure effectiveness. Cultivated relationships through strategic communication and organizational leadership.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
Work History
Veteran Evaluation Representative
Veteran Evaluation Services
05.2025 - Current
- Defined and communicated travel reimbursement procedures to enhance clarity and ensure compliance.
- Executed management of power of attorney (POA) forms with precision and adherence to legal and organizational standards.
- Facilitated resolution of scheduling conflicts by efficiently coordinating with all parties involved.
- Documented all interactions while ensuring HIPAA privacy and security.
- Handled 70+ calls daily assisting customers with account support and service requests.
- Resolved customer inquiries, issues and complaints through phone, email and chat channels.
Behavior Technician
Behavioral Framework
01.2025 - 06.2026
- Implemented behavior intervention plans for children with developmental disabilities.
- Conducted one-on-one therapy sessions to promote skill development.
- Collaborated with families to ensure consistent behavioral support strategies.
- Documented client behaviors and treatment responses accurately.
- Assisted in training new staff on behavioral techniques and protocols.
Customer Account Representative
Comserve Systems
06.2024 - 11.2024
- Addressed inquiries and complaints from medical professionals.
- Maintained accurate records and account changes.
- Provided vaccine and medical information.
- Resolved billing disputes and processed orders.
- Performed data entry and explained products and services.
Customer Service Representative
Ford Motor Company
01.2021 - 02.2023
- Welcomed and greeted 100+ customers.
- Maintained 100% cash drawer accuracy.
- Directed a substantial amount of calls.
- Assisted 20+ customers daily with returns and exchanges.
- Enrolled 20+ customers in McKay's Gold Card Program.
Customer Service Associate
McKay's Food & Drug
08.2020 - 09.2021
- Welcomed and greeted 100+ customers.
- Maintained 100% cash drawer accuracy.
- Directed calls and assisted customers with returns and exchanges.
- Enrolled 20+ customers in McKay's Gold Card Program.
Education
Associate of Arts - Psychology
College of Southern Maryland
08.2022 - 12.2026
Diploma -
Westlake High School
08.2016 - 05.2020
Skills
- Customer Service
- HIPAA Compliance
- Behavior Intervention
- Communication
- Conflict Resolution
- Documentation
- Data Entry
- Leadership
- Problem Solving
Timeline
Veteran Evaluation Representative
Veteran Evaluation Services
05.2025 - Current
Behavior Technician
Behavioral Framework
01.2025 - 06.2026
Customer Account Representative
Comserve Systems
06.2024 - 11.2024
Associate of Arts - Psychology
College of Southern Maryland
08.2022 - 12.2026
Customer Service Representative
Ford Motor Company
01.2021 - 02.2023
Customer Service Associate
McKay's Food & Drug
08.2020 - 09.2021
Diploma -
Westlake High School
08.2016 - 05.2020