Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Kiona Saunders

Fredericksburg,VA

Summary

Results-driven professional with a strong background in customer service, claims management, and administrative operations. Adept at managing client relationships, identifying growth opportunities, and driving process improvements to achieve organizational goals. Skilled in CRM systems, candidate recruitment, technical communication, and program support.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Claims Specialist

GEICO, Government Employees Insurance
Fredericksburg, VA
08.2024 - 01.2025
  • Assess, investigate, and resolve auto claims in a timely manner, ensuring accuracy and adherence to policies.
  • Provide clear and professional communication throughout the claims process to address client concerns.
  • Maintain detailed documentation and collaborate with internal teams for efficient claim resolution.
  • Schedule repair and rental appointments, demonstrating excellent problem-solving skills.
  • Analyzed and interpreted policy terms to apply appropriate coverage.
  • Determined covered insurance losses by studying provisions of policies or certificates.

Assistant General Manager

Massage Envy
Manassas, VA
10.2023 - 05.2024
  • Directed recruitment, training, and mentoring efforts to build a high-performing team.
  • Managed operational activities, including inventory management and customer retention strategies.
  • Supported promotional campaigns targeting membership and retail goals, achieving measurable growth.
  • Analyzed financial data and prepared reports for senior management.
  • Identified opportunities for cost savings and operational efficiency improvements.
  • Maintained accurate records of employee attendance, payroll information, sales figures.
  • Ensured compliance with company policies, procedures, and regulations.
  • Organized special events such as promotions or fundraisers to drive business growth.
  • Resolved customer complaints in a timely manner while maintaining a professional demeanor.
  • Managed store cash intake with high accuracy and prepared daily bank deposits.

Project Lead

General Infomatics
McLean, VA
07.2020 - 06.2021
  • Supervised a team of 5-6 in a fast-paced call center environment, providing training and resolving escalated issues.
  • Maintained scheduling and personnel records, showcasing proficiency in administrative systems.
  • Ensured compliance with established policies, procedures and standards within the project scope.
  • Conducted regular meetings with key personnel to discuss progress and address any issues.
  • Trained end users on system usage after implementation is complete.
  • Created project performance reports for management review.
  • Identified areas where process improvements could be made to enhance efficiency.
  • Updated project plans based on changing objectives, specifications, and staff availability.
  • Resolved conflicts within the project team to maintain a positive working environment.

Appointment Scheduler

General Infomatics
McLean, VA
11.2019 - 07.2020
  • Obtain trusted public security clearance.
  • Assisted in scheduling, rescheduling, and canceling appointments for military personnel.
  • Provided clear instructions to patients regarding their upcoming visits.
  • Inputted patient data into the electronic health record system.
  • Verified insurance information prior to appointment booking.
  • Performed follow up calls to confirm scheduled appointments.
  • Ensured compliance with HIPAA regulations when handling confidential information.
  • Served as a liaison between patients and healthcare providers for communication purposes.
  • Adhered to organizational policies and procedures related to appointment scheduling.

Technical Support Representative

Vector Security Networks
Gainesville, VA
01.2019 - 10.2019
  • Delivered exceptional support in a high-volume call center.
  • Handled supervisor duties as needed, demonstrating leadership and adaptability.
  • Provided technical assistance to customers through phone, email and chat support.
  • Provided training and guidance to new staff members as needed.
  • Participated in special projects as assigned by management team.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Served as first point of contact for incoming technical service calls and emails.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Resolved outstanding backlog of support tickets following major system malfunction.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.

Sales Department Supervisor

Asset Management Consultants
Nokesville, VA
05.2018 - 11.2018
  • Train and oversee two other people.
  • Enter into agreements with corporations or companies.
  • Built relationships with high-ranked individuals (owners, CEOs, CFOs, etc.) through excellent communication skills.
  • Reviewed daily, weekly, and monthly performance reports of sales staff.
  • Ensured compliance with all applicable laws and regulations related to selling practices.
  • Provided guidance and mentorship to sales team members.
  • Coached staff on strategies to enhance performance and improve customer relations.

Assistant Store Manager

Shoe Carnival
Beckley, WV
07.2016 - 02.2017
  • Trained new employees on store policies, procedures and customer service standards.
  • Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
  • Maintained accurate records of all transactions, stock levels and employee performance metrics.
  • Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
  • Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
  • Assisted in recruiting efforts by interviewing candidates for open positions in the store.
  • Prepared detailed reports summarizing sales activity, customer feedback, and other relevant information.
  • Reviewed inventory and sales records to prepare reports for management and budget departments.
  • Coached and developed store associates through formal and informal interactions.
  • Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Delegated assignments based on team strengths to optimize floor coverage and service levels.

Education

High School Diploma -

Woodbridge Senior High School
Woodbridge, VA
06-2007

Some College (No Degree) - Business Management

Tidewater Community College
Norfolk, VA

Skills

  • Coverage assessments
  • Settlement coordination
  • Complex claims consulting
  • Settlement determinations
  • Inspection report review
  • Policy interpretation
  • Claims processing

Specific Skillsets

  • Client Relationship Management: Skilled in maintaining and enhancing client partnerships to identify growth opportunities
  • Recruitment and Onboarding: Experienced in sourcing, interviewing, and onboarding candidates, ensuring seamless integration into teams
  • CRM and Applicant Tracking Systems: Proficient in managing CRM platforms, and enhancing ATS processes for efficiency
  • Program Support & Business Development: Adept at supporting business initiatives, market research, and proposal development
  • Technical Communication: Skilled in communicating complex information effectively across various channels
  • Accident investigations
  • Forms validation
  • Claims investigation
  • Microsoft office
  • Liability denials
  • Compliance management
  • Documentation review

Certification

  • Virginia Notary

References

References available upon request.

Timeline

Claims Specialist

GEICO, Government Employees Insurance
08.2024 - 01.2025

Assistant General Manager

Massage Envy
10.2023 - 05.2024

Project Lead

General Infomatics
07.2020 - 06.2021

Appointment Scheduler

General Infomatics
11.2019 - 07.2020

Technical Support Representative

Vector Security Networks
01.2019 - 10.2019

Sales Department Supervisor

Asset Management Consultants
05.2018 - 11.2018

Assistant Store Manager

Shoe Carnival
07.2016 - 02.2017

High School Diploma -

Woodbridge Senior High School

Some College (No Degree) - Business Management

Tidewater Community College

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Kiona Saunders