Kishanna Morgan
North Las Vegas
Summary
Dynamic Customer Service and Case Management Specialist with over 7 years of diverse experience in government services, insurance claims, warranty support, housing compliance, and hospitality. Expertise in eligibility determination, regulatory compliance, benefits calculation, and managing high-volume call environments with 50 to 100+ daily interactions. Demonstrated proficiency in interpreting policies, effectively resolving escalations, and ensuring data accuracy while consistently delivering empathetic, client-focused service. Committed to enhancing customer experiences through a solutions-oriented approach and strong attention to detail.
Overview
8
8
years of professional experience
Work History
Substitute Teacher
Clark County School District, CCSD
03.2026 - Current
- Implemented lesson plans to meet diverse student needs and learning styles.
- Facilitated classroom management strategies to maintain a positive learning environment.
- Collaborated with teachers to adapt instructional materials for various subjects.
- Assessed student progress and provided constructive feedback to enhance learning outcomes.
Family Service Specialist I
Nevada Department of Health and Human Services – Division of Welfare and Supportive Services
12.2025 - Current
- Conduct in-person and telephonic interviews to determine eligibility for state assistance programs.
- Coordinated case management activities to ensure compliance with state regulations and policies.
- Coordinated resources and services to support families in crisis situations.
HOA Compliance Coordinator
American Homes 4 Rent
08.2024 - 12.2025
- Managed residential compliance cases and resolved homeowner disputes.
- Conducted comprehensive audits to identify non-compliance issues and recommend corrective actions.
Auto Claims Adjuster
Progressive Casualty Insurance
06.2023 - 08.2024
- Evaluated auto claims to determine liability and coverage based on policy guidelines.
- Collaborated with repair shops to assess vehicle damages and negotiate repair costs.
- Streamlined claims processing procedures, reducing turnaround time while maintaining accuracy.
Customer Service Representative II
SilverRock Automotive
12.2021 - 06.2023
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Trained new team members on company policies, procedures, and best practices in customer service.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Family Resource Specialist
Eagle Quest
06.2020 - 06.2022
- Facilitated family support services, enhancing access to resources and community programs.
- Developed individualized service plans to address unique family needs and challenges.
Guest Service Representative
MGM Resorts International
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
Skills
- High-Volume Call Management
- Case Management
- Regulatory Compliance
- Conflict Resolution
- Multi-System Navigation
- Eligibility Determination
- Insurance Claims Processing
- Documentation & Data Entry
- Confidentiality practices
- Critical thinking
- Claims investigation
- Active listening
Timeline
Substitute Teacher
Clark County School District, CCSD
03.2026 - Current
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
Auto Claims Adjuster
Progressive Casualty Insurance
06.2023 - 08.2024
Customer Service Representative II
SilverRock Automotive
12.2021 - 06.2023
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