Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Kiosha Borders

Oklahoma City,OK

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Liberty Dental
01.2025 - Current
  • Provided comprehensive support to members and providers regarding their dental insurance plans, ensuring a clear understanding of their benefits.
  • Acted as the primary point of contact for inquiries, effectively resolving issues related to benefits breakdowns, eligibility status, and portal access.
  • Successfully de-escalated and managed member and provider complaints, creating detailed "care event tickets" to ensure thorough and timely resolution.
  • Transferred and followed up on disputed claims with the claims department, advocating for members and providers to ensure fair and accurate outcomes
  • Educated customers about billing, payment processing and support policies and procedures.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Provided detailed assistance on member accounts for various providers, including Medicare, Medicaid, Alignment, and Aetna, ensuring seamless coordination of benefits.
  • Acted as a liaison between members and multiple insurance carriers to resolve account and eligibility issues, improving member and provider satisfaction.

Administrative Assistant (Temp)

Prime Electric
06.2024 - 12.2024
  • Processed purchase orders (POs) and managed invoice documentation, ensuring timely and accurate recordkeeping.
  • Organized and maintained physical and digital filing systems for receipts, invoices, and other critical business documents.
  • Prepared payroll materials, including assembling pay stubs and paychecks, and coordinated secure distribution to employees.
  • Managed office supply inventory and placed orders to ensure continuous availability of essential materials.
  • Facilitated new hire onboarding by coordinating background checks and supporting HR compliance processes.
  • Provided professional phone support, directing calls and assisting customers and staff with inquiries.
  • Created and updated spreadsheets to track expenses, supplies, and administrative data, supporting efficient office operations.

PCA Personal Care Assistant

ComfortCare
04.2024 - 06.2024
  • Primary Point of Contact: Serving as the main point of contact for clients and their families who call with questions, concerns, or scheduling needs.
  • Intake of New Clients: Handling initial inquiries from potential new clients, explaining the services offered, and gathering the necessary information to begin the onboarding process.
  • Scheduling & Service Changes: Managing client requests to change their service schedules, add hours, or modify their care plan (e.g., "Mom has a doctor's appointment on Tuesday, can we move her bath to Wednesday?").
  • Information & Updates: Relaying important information to clients, such as a change in their regular caregiver due to illness or a delay in arrival time.
  • Maintaining Records: Updating client and employee records with new addresses, phone numbers, or availability.
  • Communicating Care Plan Details: Relaying specific instructions or updates about a client's needs to the caregiver before their shift (e.g., "Mrs. Smith is feeling weaker today, please be extra careful during transfers").

Financial Representative

Acttoday
09.2022 - 02.2024
  • I work from home remote
  • Spearheaded the implementation of a client feedback loop that has been instrumental in identifying areas for service improvement, leading to a 20% increase in client satisfaction scores within the first six months.
  • Expertly processed financial transactions, including transfers, with precision and efficiency. Managed sensitive tax documents, statements, and application forms, ensuring accuracy and confidentiality.
  • Actively introduced clients to a variety of products and services tailored to their unique financial needs, fostering trust and building long-term relationships.
  • Optimized the process for connecting clients with financial experts, reducing wait times by 30% and improving client retention rates through more effective execution of the Life Priorities Strategy.
  • Educated clients on the use of self-service technologies for conducting transactions, enhancing their confidence and independence in managing their financial activities.
  • Coordinated appointment scheduling and managed referrals, streamlining the client's journey through the financial landscape.
  • Created and managed cases for the fraud department, playing a pivotal role in safeguarding client assets and information against fraudulent activities.

Order Picker

Hobby Lobby
09.2019 - 06.2022
  • Printed labels, packaged boxes, and loaded into outbound containers.
  • Collaborated with team members to complete picking tasks quickly and efficiently.
  • Reviewed printed tickets or digital orders to get item numbers and merchandise locations.
  • Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
  • Recorded daily activities for inventory control.

Cashier

On Cue
02.2018 - 09.2019
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Restocked and organized merchandise in front lanes.
  • Stocked, tagged and displayed merchandise as required.
  • Built relationships with customers to encourage repeat business.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Processed refunds and exchanges in accordance with company policy.
  • Responded promptly to requests for assistance, spills and customer inquiries.

Education

Associate of Arts - Aestetician

Midwest Central High School University of Art
Oklahoma City, OK
12-2023

Associate of Arts - Accounting

Southwestern University
Oklahoma City, OK

Skills

  • Timely order fulfillment
  • Customer service
  • Effective communication
  • Scheduling
  • Complaint resolution
  • Dispute resolution
  • Microsoft Office Suite
  • CRM software
  • Task prioritization
  • Live chat support

Certification

Esthetician License

Languages

English
Full Professional

Timeline

Customer Service Representative

Liberty Dental
01.2025 - Current

Administrative Assistant (Temp)

Prime Electric
06.2024 - 12.2024

PCA Personal Care Assistant

ComfortCare
04.2024 - 06.2024

Financial Representative

Acttoday
09.2022 - 02.2024

Order Picker

Hobby Lobby
09.2019 - 06.2022

Cashier

On Cue
02.2018 - 09.2019

Associate of Arts - Aestetician

Midwest Central High School University of Art

Associate of Arts - Accounting

Southwestern University

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