KIWANNA AUSTIN
Columbia,SC
Summary
Detail-oriented customer service professional skilled in coordinating workflows and ensuring compliance with policies and guidelines. Safeguards patient privacy while delivering clear communication to enhance service satisfaction. Manages priorities in fast-paced environments and effectively resolves issues, contributing to a collaborative team atmosphere.
Overview
2
2
years of post-secondary education
15
15
years of professional experience
Work History
Customer Service Advocate II
Blue Cross Blue Shield
Columbia, WI
08.2026 - Current
- Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries.
- Delivered prompt, accurate, and courteous responses to diverse customer inquiries, conducting thorough research to resolve non-routine issues.
- Processed adjustments and conducted research to resolve inquiries, collaborating with departments to address problems and assist with priority cases and special projects.
- Communicated customer feedback to management on issues and needs, maintaining detailed records of complaints and recommendations for improvements, ensuring follow-through until resolution.
- Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.
- Assists with the training of new employees and cross-training of coworkers.
Substitute Teacher
ALA Lexington Academy
Lexington, SC
06.2023 - Current
- Implemented lesson plans provided by regular teacher, ensuring objectives were met effectively
- Monitored student behavior to maintain order during lessons.: Monitor the students, maintain orders, facilitate classroom activities. Ensure a healthy classroom environment, including hygiene cleanliness and safety precautions
- Facilitated engaging activities to maintain student interest during lessons.: Ensure students have a fulfilling learning experience, no disruptions during school hours.
Claims DSD Associate
Walmart
Irmo, SC
03.2018 - Current
- Processed grocery claims, recalls, donations, and hazardous waste to ensure compliance and effective inventory management
- Completed monthly journals and organized clearance and deleted merchandise on sales floor to optimize product availability
- Notify customers when merchandise is available for pick up and keep accurate records
- Checked vendor shipments for accuracy and compliance., UPS and FedEx in and utilize pz7x and pz70 handheld devices
- Notified customers of merchandise availability for pickup and maintained accurate records for efficient order retrieval
- Engaged with customers in retail environment to enhance shopping experience.
Criminal Record Clerk / Senior Associate
General Information Service, Inc.
Chapin, SC
09.2011 - 03.2018
- Made outbound calls to courts, verified depositions and demographic information, processed daily cases to ensure timely case handling
- Verified charges and sent cases for processing, ensuring accuracy of information for legal documentation
- Performed background checks and monitored emails for applicant updates, facilitating efficient candidate evaluation
- Conducted thorough background checks on applicants to verify qualifications and suitability for positions.
Education
Associate of Science Degree - Health Sciences – Medical Administrative Assistant
Ultimate Medical Academy
Clearwater, FL 05.2018 - 01.2020
Certificate / Diploma - Registered Medical Assistant
Southeastern Institute
Benedict Columbia College, Health Campus
Columbia, SCSkills
- Customer Service Management
- Claims Processing
- Patient Processing
- Patient Registration
- Insurance Knowledge
- Healthcare Regulations
- Medical Terminology
- Data Management
- CRM Software
- Microsoft Office / MS Word MS Excel MS PowerPoint
Timeline
Customer Service Advocate II
Blue Cross Blue Shield
08.2026 - Current
Substitute Teacher
ALA Lexington Academy
06.2023 - Current
Associate of Science Degree - Health Sciences – Medical Administrative Assistant
Ultimate Medical Academy
05.2018 - 01.2020
Claims DSD Associate
Walmart
03.2018 - Current
Criminal Record Clerk / Senior Associate
General Information Service, Inc.
09.2011 - 03.2018
Certificate / Diploma - Registered Medical Assistant
Southeastern Institute
Benedict Columbia College, Health Campus