Summary
Overview
Work History
Education
Skills
Timeline
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Knatalia Coleman

Houston,TX

Summary

Results-Oriented Generalist with 10+ years of experience in providing exceptional customer service support, Skilled in handling inquiries, resolving issues, and ensuring customer satisfaction. Seeking to leverage great expertise in a dynamic customer service role.

Overview

10
10
years of professional experience

Work History

Intake Claims Case Manager

Conduent
Houston, TX
08.2021 - 08.2023
  • Conducted Comprehensive intake interviews to assess clients needs, goals, and eligibility for services
  • Developed individualized service plans, outlining goals, objective, and appropriate interventions
  • Collaborated with clients to identify and connect them with community resources, such as housing assistance, healthcare, and employment programs
  • Assisted clients in completing necessary documentation and applications for social services and state benefits.
  • Maintained accurate and confidential client record, documenting assessments, progress, and interventions
  • Ensured all medical and State claims were processed effectively and accurately
  • Negotiated with pharmacies and clients on claim payouts and overpayments.
  • Managed over 10 case loads per week

Senior Member Generalist

Sunbit
Las Vegas, NV
06.2019 - 08.2021
  • Responded to over 50 member inquiries via phone, email, and live chat, addressing concerns and providing accurate information per day.
  • Assisted customers in navigating companies products and services, resulting in increased sales and customer retention by 10%.
  • Resolved complex customer issues by collaborating with cross-functional teams, including sales, technical support, and billing
  • Maintained customer databases and updated records with relevant information and interactions
  • Received multiple positive customer feedback and recognition for exceptional service.

Administrative Assistant II

State of Nevada
Las Vegas, NV
09.2016 - 03.2019
  • Organized meetings by organizing spaces, preparing documentation, and completing meeting notes
  • Handled communications between staff and customers, including producing error-free correspondence and routing all mail
  • Updated databases and spreadsheets regularly to track progress
  • Trained office staff in use of different equipment and software programs.

Transportation Administrator

Clark County School District
Las Vegas, Houston, NV, TX
10.2013 - 08.2016
  • Accomplished daily and monthly goals through oversight of staff activities.
  • Coordinated regular reporting covering transportation operations for internal and external review.
  • Prevented excess turnover by engaging, motivating, and recognizing employee performance.
  • Identified areas in need of improvement by monitoring KPI's
  • Boosted profits with continuous improvement strategies focused on eliminating dry routes, optimizing routes, and negotiating more favorable contracts.
  • Oversaw team of 10 drivers by reviewing performance to promote timely and efficient deliveries and operations.

Education

Associate - Criminal Justice, Arts

Bryant & Stratton
Online
05.2024

Skills

  • Customer service, Communication skills, Computer literacy, Microsoft excel, Guest services, Leadership
  • Documentation review, Time management
  • Supervision and leadership
  • Multitasking Abilities

Timeline

Intake Claims Case Manager

Conduent
08.2021 - 08.2023

Senior Member Generalist

Sunbit
06.2019 - 08.2021

Administrative Assistant II

State of Nevada
09.2016 - 03.2019

Transportation Administrator

Clark County School District
10.2013 - 08.2016

Associate - Criminal Justice, Arts

Bryant & Stratton

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Knatalia Coleman