Kisha Goodman
Plano,TX
Summary
Customer Service Professional with over 5 years of extensive expertise in enhancing user satisfaction and operational efficiency. Demonstrates strong skills in problem-solving, technical support, and team leadership, with a proven track record of achieving high compliance and quality standards. Passionate about leveraging communication and multitasking abilities to deliver exceptional customer service and drive continuous improvement.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Claims Associate
State Farm Mutual Auto Ins Co
Richardson, Texas
07.2023 - Current
- Utilized claims management software to track claims progress and maintain organized documentation.
- Processed insurance claims according to company policies and industry standards.
- Reviewed and monitored work queues, which may include task items, calendars, digital mail, messages, and new claims.
- Utilized State Farm’s Standard Claim Processing document for claim handling.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Maintained updated knowledge through continuing education and advanced training.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Maintained above 80% of claim handling per day within all claim buckets assigned
- Hybrid working 75% at home and 25% in office
Promoted Member Support Associate-Hardwares/Software
Peloton
Plano, Texas
05.2022 - 08.2022
- Assisted members with troubleshooting Peloton hardware and website.
- Have a keen ear for hardware noises to better diagnose issues.
- Routed calls to the appropriate department.
- Be very knowledgeable about Peloton products.
- Ability to remain professional and composed while dealing with high-pressure situations to achieve positive outcomes.
- Worked on chat, phones, and emails while completing tickets for every interaction while meeting the department expectations of maintaining a 70% or above in productivity.
- Coordinate with all branches of our support teams to better understand and resolve member inquiries.
- Ability to work remote
Member Support Associate-Order Experience
Peloton
Plano, Texas
02.2021 - 05.2022
- Assisted members with the delivery of products and first-time activation setup for products.
- Routed calls to the appropriate department.
- Be very knowledgeable about Peloton products.
- Ability to remain professional and composed while dealing with high-pressure situations to achieve positive outcomes.
- Worked on chat, phones, and emails while completing tickets for every interaction while meeting the department expectations of maintaining a 70% or above in productivity.
- Coordinate with all branches of our support teams to better understand and resolve member inquiries.
- Ability to work remote
Customer Service Rep/Operations Funding Rep
Willis Towers Watson
Richardson, Texas
10.2020 - 02.2021
- Attentive to listen, assess, and resolve the retiree’s needs and questions with carriers, clients, and third-party administrators.
- Represent the company effectively, while using patience, knowledge, and kindness to deescalate concerned callers.
- Troubleshoot website technical issues.
- Maintained compliance stats of at least 96% for ICAR, 4.5 for OSAT Average, 96% for schedule adherence, 88% for VOC, 94% of QM.
- Ability to work remote
Travel Support Specialist
Narvan (Formerly TripActions)
Dallas, Texas
03.2019 - 08.2020
- Assisted clients and support team members with any form of correspondence between the customer and the company to provide app and travel-related support.
- Acted on customer requests, including complex and lengthy specifications.
- Understood systems and internal navigation.
- Collected data and feedback from customers to close loops on potential app and customer issues.
- 24/7 support team is required to work nights, weekends, and holidays as needed.
- Booked travel for businesses and business travelers.
- Worked on chat, phones, and emails.
- Ability to transition from in-office to work remote due to unforeseen worldwide circumstances (Covid-19)
Promoted Hybrid Agent
Willis Towers Watson
Richardson, Texas
08.2018 - 03.2019
- Dual role agent for Customer Service Representative and Application Data Processor.
- Completed applications for Medicare-eligible retirees, spouses, and dependents.
- Maintained compliance of 95% for application review for the hybrid department, along with maintaining customer service representative stats.
Customer Service Rep/Operations Funding Rep
Willis Towers Watson
Richardson, Texas
09.2017 - 08.2018
- Attentive to listen, assess, and resolve the retiree’s needs and questions with carriers, clients, and third-party administrators.
- Represent the company effectively, while using patience, knowledge, and kindness to deescalate concerned callers.
- Troubleshoot website technical issues.
- Maintained compliance stats of at least 96% for ICAR, 4.5 for OSAT Average, 96% for schedule adherence, 88% for VOC, 94% of QM.
Pharmacy Help Desk
TeleTech (Formerly OptumRX)
Richardson, Texas
01.2017 - 09.2017
- Answered calls in a prompt courteous manner and follow-up of cases requiring further action.
- Assigned the task of recording all communications between various parties.
- Maintained at least a 97% CSAT score.
- Troubleshooting website technical issues.
Housekeeper
StaffMark
Dallas, Texas
08.2016 - 01.2017
- Operated cleaning equipment such, i.e. commercial vacuum, automatic floor scrubber, carpet extractor or power washer, mops, and dusters.
- Took great pride and satisfaction providing a clean, comfortable environment that makes customers and employees happy.
Caregiver/Cook/Weekend Manager
Mayberry Gardens Assisted Living and Memory Care Homes
Garland, Texas
09.2015 - 08.2016
- Assisted residents with activities of daily living, promoting independence and quality of life.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders as ell as vital signs.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the resident's personal space, and managed laundry.
- Built strong relationships with residents to deliver emotional support and companionship.
- Maintained clean personal areas and prepared healthy meals to support resident nutritional needs.
- Coordinated closely with family members regarding updates on resident conditions or concerns that arose during the course of caregiving duties.
- Documented detailed daily reports on each resident's progress, informing adjustments in care plans when necessary.
- Participated in ongoing professional development opportunities to stay current on best practices in caregiving techniques, enhancing quality of care provided.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Recorded status and duties completed in logbooks for management.
- Recognized and reported abnormalities or changes in resident's health status to House Manager.
- Prepared food items in compliance with recipes and portioning control guidelines.
Operator/Cell Leader/Quality Assurance Inspector
GTM Plastics
Garland, Texas
10.2010 - 07.2015
- (Operator) Liaison between Resource Cell Leader and Processor Cell Leader for any non-conformance or non-compliance issues while record keeping non-conformance or non-compliance products.
- (Operator) Maintained clean and organized work area, setting standard for workplace tidiness and efficiency.
- (Operator/Resource Cell Leader) Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- (Resource Cell Leader) Trained new production operators on safe and efficient production procedures and proper machine operations.
- (Resource Cell Leader) Operated production machines when short staffed or when assistance is needed
- (QA Inspector) Validate the quality of every box of finished goods by stamping the internal label as well as the box.
- (QA Inspector) Increased overall product quality through meticulous attention to detail during operation processes.
- (QA Inspector) Upheld quality standards through regular inspections of completed products, addressing any inconsistencies immediately.
- Participated in quality assurance meetings, offering insights that led to improvements in product consistency.
- Ability to work in a fast-paced environment, stand for long periods of time. Bend, squat, reach high/low, operate machines and utilize tools safely in order to perform work
- Packer
- Promoted 2 times (Resource Cell Leader and Quality Assurance Inspector)
Education
Associate of Applied Science - Business Administration
Everest College-Dallas
Dallas, TX11.2008
High School Diploma -
L. G. Pinkston High School
Dallas, TX05.2005
Skills
- Multitasking Ability
- Claims processing
- Type over 25 WPM
- Tech Support
- Ability to grasp and adapt to new environments and procedures
- Proficient using Microsoft Office Applications: Excel, Outlook, PowerPoint, and Word
- Detail oriented
- Superior interpersonal and communication skills
- Time management
- Empathy and Compassion
- Patient rapport
- Adaptability and flexibility
Certification
- Texas Department of Insurance- Adjuster-All Lines August 8, 2023
- Texas All-Lines Adjuster Pre-Licensing Course July 28, 2023
Timeline
Claims Associate
State Farm Mutual Auto Ins Co
07.2023 - Current
Promoted Member Support Associate-Hardwares/Software
Peloton
05.2022 - 08.2022
Member Support Associate-Order Experience
Peloton
02.2021 - 05.2022
Customer Service Rep/Operations Funding Rep
Willis Towers Watson
10.2020 - 02.2021
Travel Support Specialist
Narvan (Formerly TripActions)
03.2019 - 08.2020
Promoted Hybrid Agent
Willis Towers Watson
08.2018 - 03.2019
Customer Service Rep/Operations Funding Rep
Willis Towers Watson
09.2017 - 08.2018
Pharmacy Help Desk
TeleTech (Formerly OptumRX)
01.2017 - 09.2017
Housekeeper
StaffMark
08.2016 - 01.2017
Caregiver/Cook/Weekend Manager
Mayberry Gardens Assisted Living and Memory Care Homes
09.2015 - 08.2016
Operator/Cell Leader/Quality Assurance Inspector
GTM Plastics
10.2010 - 07.2015
Associate of Applied Science - Business Administration
Everest College-Dallas
High School Diploma -
L. G. Pinkston High School
Similar Profiles
Daryl MackDaryl Mack
Claim Associate at State Farm Mutual Auto Ins.Claim Associate at State Farm Mutual Auto Ins.
SHARDONE FRANKSHARDONE FRANK
Licensed Claims Adjuster at State Farm Mutual Auto InsuranceLicensed Claims Adjuster at State Farm Mutual Auto Insurance
IESHIA PHILLIPSIESHIA PHILLIPS
ECC Billing Specialist at State Farm Mutual Auto InsuranceECC Billing Specialist at State Farm Mutual Auto Insurance
Andrew Cole-EmuzeAndrew Cole-Emuze
Network Manager at HanoverNetwork Manager at Hanover
Jake GrinnellJake Grinnell
Marketing Communications Specialist at Projectmates by Systemates Inc.Marketing Communications Specialist at Projectmates by Systemates Inc.