Kiya Hudson
Summary
Professional lead with strong background in customer interactions and service solutions while providing technical support. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Successful in providing customer support and troubleshooting. Personable communicator and adaptable to change, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Lead, Spectrum Business
Charter Communications, Spectrum
02.2023 - Current
- Perform all functions of customer service (including the ability to handle billing, video, high speed data and BCP).
- Assist customer service supervisors with training and guidance of less experienced customer service representatives.
- Handle difficult inquiries and complaints referred by CSS's or other departments by finding solutions.
- Assist supervisors in coordinating workflow evenly in the call center.
- Performs designated functions of CSS Supervisors (distributing work, reporting, and handle escalations) when needed.
- Performs other duties as assigned.
- Participated in CoPilot Updates
Technical Support/Billing Representative
Charter Communications
04.2019 - Current
- Provided basic customer support related to Charter services, including handling basic troubleshooting internet, phone and video issues as well as customer billing inquiries and payments
- Effectively presented and discussed Spectrum products/services and processed orders in a courteous, efficient and timely manner
- Effectively addressed customer questions, complaints and concerns within my scope of responsibility as well as facilitate issue escalations to local management/support if needed
- Determine necessity for field visits
- Accurately document customer account records based on actions taken
- Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
Benefit Verification Specialist
Lash Group
10.2018 - 01.2019
- Contacted patients' insurance company to verify and confirmed medical coverage level and status to prevent billing issues
- Managed high-volume caseloads while maintaining strict deadlines for completing benefit verifications and authorizations.
- Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
Member Services Associate
Fidelis Care
12.2016 - 08.2018
- Answered inquiries and fulfilled requests by clarifying desired information, researching, locating and providing information
- Served customers by scheduling and authorizing requests for non-emergency transportation
- Handled all lines of business offered in Medicaid and Medicare
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
Call Center Representative
Xerox / Superior Group
02.2016 - 11.2016
- Answered inquiries and resolved issues by clarifying desired information, researching, locating, providing information, and escalating unresolved problems by forwarding requests to state counties
- Maintain call center database by entering information
- All previous duties listed were in relation to child support of NY state
Education
Individual Studies -
Hudson Valley Community College
Troy, NY01.2013
High School Diploma -
Albany High School
Albany06-2012
Skills
- Microsoft Office
- CSG/COPilot
- Call Center/Customer Service
- Tech Support/Troubleshooting
- Data Entry
- Medicaid/Medicare
- Salesforce
- Billing
- Blog
Personal Information
- Authorized To Work: US
Timeline
Lead, Spectrum Business
Charter Communications, Spectrum
02.2023 - Current
Technical Support/Billing Representative
Charter Communications
04.2019 - Current
Benefit Verification Specialist
Lash Group
10.2018 - 01.2019
Member Services Associate
Fidelis Care
12.2016 - 08.2018
Call Center Representative
Xerox / Superior Group
02.2016 - 11.2016
Individual Studies -
Hudson Valley Community College
High School Diploma -
Albany High School
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