KISHANNA MORGAN
North Las Vegas,NV
Summary
Customer Service and Case Management Specialist with 7+ years of experience across government services, insurance claims, warranty support, housing compliance, and hospitality. Skilled in eligibility determination, regulatory compliance, benefits calculation, high-volume call management (50–100+ daily interactions), and complex case documentation. Proven ability to interpret policy, resolve escalations, and maintain data accuracy while delivering empathetic, client-focused service.
Overview
7
7
years of professional experience
Work History
Family Service Specialist I
Nevada Department of Health and Human Services – Division of Welfare and Supportive Services
Las Vegas, NV
12.2025 - Current
- Conduct in-person and telephonic interviews to determine eligibility for state assistance programs.
- Analyze financial and household data to calculate accurate benefit determinations.
- Interpret and apply federal and state regulations to complex case scenarios.
- Maintain detailed case narratives and update system screens to ensure compliance.
- Register applications, verify documentation, and electronically transfer cases.
HOA Compliance Coordinator
American Homes 4 Rent
Las Vegas, NV
08.2024 - 12.2025
- Managed residential compliance cases and resolved homeowner disputes.
- Reduced average case resolution time by 25% through improved documentation processes.
- Ensured accurate record-keeping in accordance with company policy and local regulations.
Claims Adjuster
Progressive Casualty Insurance
Las Vegas, NV
06.2023 - 08.2024
- Investigated and processed auto insurance claims from initiation to resolution.
- Conducted recorded statements and evaluated coverage based on policy language.
- Coordinated with repair facilities and internal teams to expedite settlements.
Customer Service Representative II
SilverRock Automotive
Las Vegas, NV
12.2021 - 06.2023
- Handled 50+ inbound warranty calls daily and resolved Level 2 escalations.
- Reviewed warranty approvals and denials while maintaining compliance standards.
Family Resource Specialist
Eagle Quest
Las Vegas, NV
06.2020 - 06.2022
- Connected families with community resources and maintained confidential case documentation.
- Built rapport with diverse populations through consistent follow-up and advocacy.
Insurance Customer Service Representative
Progressive Casualty Insurance
Las Vegas, NV
05.2021 - 12.2021
- Assisted policyholders with billing, endorsements, and coverage inquiries.
- Maintained regulatory compliance while managing high call volumes.
Guest Service Representative
MGM Resorts International
Las Vegas, NV
10.2018 - 04.2021
- Managed 100+ daily guest interactions and resolved complaints within 24 hours.
- Processed reservations and billing transactions accurately.
Education
Associate of Applied Science - Criminal Justice – Forensic Science
Fayetteville Technical Community College
Fayetteville, NC05.2026
High School Diploma -
Mojave High School
North Las Vegas, NV06.2011
Skills
- High-Volume Call Management
- Eligibility Determination
- Case Management
- Insurance Claims Processing
- Regulatory Compliance
- Documentation & Data Entry
- Conflict Resolution
- Customer Retention
- Benefits Calculation
- Database Reporting
- Multi-System Navigation
- Cross-Functional Collaboration
Timeline
Family Service Specialist I
Nevada Department of Health and Human Services – Division of Welfare and Supportive Services
12.2025 - Current
HOA Compliance Coordinator
American Homes 4 Rent
08.2024 - 12.2025
Claims Adjuster
Progressive Casualty Insurance
06.2023 - 08.2024
Customer Service Representative II
SilverRock Automotive
12.2021 - 06.2023
Insurance Customer Service Representative
Progressive Casualty Insurance
05.2021 - 12.2021
Family Resource Specialist
Eagle Quest
06.2020 - 06.2022
Guest Service Representative
MGM Resorts International
10.2018 - 04.2021
Associate of Applied Science - Criminal Justice – Forensic Science
Fayetteville Technical Community College
High School Diploma -
Mojave High School