Kyeria Tarver
Lancaster
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
ADT+ Retention and Customer Service
ADT
Irving
08.2025 - Current
- Developed and implemented customer retention strategies to enhance overall satisfaction and loyalty.
- Conducted thorough service quality assurance reviews to ensure compliance with company standards.
- Analyzed customer feedback to identify trends and areas for improvement in service delivery.
- Successfully resolved customer inquiries and complaints, maintaining a high level of service.
- Effectively communicated with customers regarding their accounts, ensuring clarity and understanding.
- Collaborated with cross-department teams to streamline processes and enhance customer support.
Customer Service Representative
Diligent Delivery Systems
Dallas
02.2023 - 04.2023
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Call clients and customers to inform them about the status of an order or situation.
- Make outbound courtesy calls to clients advising them of the ETA (estimated time of arrival).
- Guide callers through troubleshooting, navigating the company site, entering an order or taking the order over the phone.
- Review customer or client accounts, providing updates and information about routes or stats.
- Utilization of dispatch software, maps and tracking systems to dispatch appropriate vehicles and provide directions.
- Anticipate and identify problems and take initiative to prevent or correct them.
- Create and maintain a positive and cooperative working environment in stressful situations.
- Collaborate with other call center professionals to improve customer service.
- Maintains and updates customer information as necessary.
- Calmly attempts to resolve and de-escalate any issues.
- Escalates calls to supervisor when necessary and appropriate.
- Tracks call-related information for auditing and reporting purposes.
- Provides feedback reports on call issues related to downtime, weather and/or delivery issues.
Client Service Representative
Ascensus
06.2022 - 08.2022
- Complete core corporate training and develop solid knowledge of systems.
- Self-motivation to consistently improve job knowledge to advance service capabilities.
- Stay up-to-date on 529 and financial services industry knowledge in support of clients.
- Meet and/or exceed department standards for productivity and quality; phones and processing.
- Maintain phone availability to callers of 85% daily.
- Maintain call quality of 3 or better (5 point rating scale) in providing service to callers.
- Process financial and non-financial transactions accurately.
- Meet or exceed contractual Service Level Agreements as department in answering calls.
- Demonstrate flexibility and team-oriented attitude in support of advisor plan business.
CSR - Customer Service Representative
Aetna, a CVS Health Company
Arlington
10.2021 - 02.2022
- Answers questions and resolves issues based on phone calls from members, providers, and plan sponsors.
- Documents and tracks contacts with members, providers and plan sponsors.
- The CSR guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.
- Creates an emotional connection with our members by understanding and engaging the member to the fullest to champion for our members' best health.
- Taking accountability to fully understand the member's needs by building a trusting and caring relationship with the member.
- Anticipates customer needs. Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.
- Uses customer service threshold framework to make financial decisions to resolve member issues.
- Explains member's rights and responsibilities in accordance with contract.
- Educates providers on our self-service options; Assists providers with credentialing and re-credentialing issues.
- Responds to requests received from Aetna's Law - Document Center regarding litigation; lawsuits.
Quality control campaign coordinator
The Dallas Morning News
Dallas
04.2020 - 07.2020
- Support the creation and execution of market sales initiatives.
- Perform quality control duties and reporting for department acquisition efforts.
- Perform traffic coordination of all creative jobs related to sales campaigns, working with both internal and external creative vendors to meet creative deadlines and ensure accuracy and brand consistency in the market.
- Setup and test all online sales offers in sales system and DSI to ensure proper functionality.
- Maintain accurate and up-to-date offer code list and distribute accordingly.
- Research and respond to internal and external requests related to vendor sales and offers.
- Stay abreast of all updates to current procedures and processes related to job functions: i.e. dashboards, SOPs, system upgrades, etc.
- Maintain up-to-date process documentation on daily, weekly and monthly job procedures.
- Review and process weekly Mather files.
- Daily audit of Customer Care reports, i.e. new starts and stops, adjustments, vacation starts, etc.
- PIA stops, review and respond accordingly, performing any necessary adjustments.
Email Escalation Specialist
The Dallas Morning News
Dallas
05.2019 - 04.2020
- As a Support and Escalation Specialist, your role is to support and manage escalations and small projects of the Managed Services Department, prior to handing them off to Professional Services, while working with and maintaining the relationships between departments and servicing the needs of clients.
InfoSource Analyst
OneExchange
Richardson
10.2017 - 04.2018
- Complete live chats with the customer service representatives that are currently on a phone call with a customer.
- Chat with up to 3 different representatives at once within a certain time frame.
- Also, help provide the representatives with accurate information while using multiple screens and webpages.
Customer Service Representative
OneExchange
Richardson
10.2016 - 10.2017
- Use a consultative approach to listen, assess, and resolve the retirees needs and questions with carriers, clients, and third party administrators.
- Effectively, and empathetically communicate over the phone.
- Use problem solving skills to identify root causes and issues of inquiries, and provide feedback on resolutions.
- Represent the company effectively, while using patience, knowledge, and kindness to deescalate concerned callers.
- Work as a team player in a diverse, professional call center environment.
- Adhere to all legal regulations.
Customer Service Representative
Teleperformance
Dallas
12.2015 - 03.2016
- Responsible for all customer inquiries.
- Provide excellent customer service.
- Follow up to customer inquiries by taking specific action in a timely manner.
- Troubleshoot equipment and system problems.
- Problem solve to help customers resolve issues on first call.
- Enters data from customers into various software programs.
- Appropriately communicate with upset customers to resolve their inquiries.
- Thrives as a team player in a fast-paced, high-energy, change-oriented environment.
- Participates in additional training courses when needed.
- Performs other related duties and assignments as required.
- Exercise retention efforts when appropriate.
- Identify customers who are comparison-shopping and inquiring about contract terms.
- Assisting customer with correct price plan.
Medical Office Assistant Externship
Texas Minimally Invasive Surgery Center
DeSoto
09.2015 - 11.2015
- Organize all charts, file any paperwork, pathology reports, operative reports, insurance verification, billing patients, identifying billing codes, insurance claims, receiving calls, scheduling appointments and preparing charts.
Education
High school diploma or GED -
PCI Health Training Center
Dallas, TXMountain View Community College
Dallas, TXLancaster High School
Lancaster, TXSkills
- BILLING
- CODING
- COLLECTIONS
- CPR
- CPT
- MS Office
- Medical Office Experience
- Medical Billing
- Medical Collection
- HIPAA
- Microsoft Office
- OSHA
- Medical Legal/Ethics
- Medical Terminology
- ICD-9/CPT Coding
- Medical Collections
- Scheduling
- Medisoft
- ICD-10
- Coding Insurance Claims
- Vital Signs
- First Aid
Additional Information - Skills Profile
HIPAA, Microsoft Office, Billing, OSHA, Medical Legal/Ethics, Medical Terminology, ICD-9/CPT Coding, Medical Collections, Scheduling, Medisoft, ICD-10, Coding Insurance Claims, CPR, Vital Signs, First Aid
Work Authorization
Authorized to work in the US for any employer
Timeline
ADT+ Retention and Customer Service
ADT
08.2025 - Current
Customer Service Representative
Diligent Delivery Systems
02.2023 - 04.2023
Client Service Representative
Ascensus
06.2022 - 08.2022
CSR - Customer Service Representative
Aetna, a CVS Health Company
10.2021 - 02.2022
Quality control campaign coordinator
The Dallas Morning News
04.2020 - 07.2020
Email Escalation Specialist
The Dallas Morning News
05.2019 - 04.2020
InfoSource Analyst
OneExchange
10.2017 - 04.2018
Customer Service Representative
OneExchange
10.2016 - 10.2017
Customer Service Representative
Teleperformance
12.2015 - 03.2016
Medical Office Assistant Externship
Texas Minimally Invasive Surgery Center
09.2015 - 11.2015
High school diploma or GED -
PCI Health Training Center
Mountain View Community College
Lancaster High School