LaKeshia Simmons

• Managed policy documentation and updates in internal systems to maintain compliance and accuracy.
• Payment Specialist
• Assist with answering questions in the team chats.
• Resolved client issues through effective communication, promoting customer satisfaction and retention.
• Enhanced customer satisfaction by promptly addressing policy inquiries and providing accurate information.

• Loaded, unloaded, and moved material to and from storage and production areas.
• Consistently lifted materials weighing as much as 25 to 50 pounds.

•Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.

• Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.

• Managed approximately 100 claims, prioritizing tasks to meet deadlines without sacrificing quality.
• Team Lead for the last year.
• Reviewed and analyzed approximately 100 claims to ensure accuracy, completeness, and compliance with company policies.
• Managed workload and priorities to meet claims processing meet deadlines.

• Updated, entered, and reviewed customer data.
• Communicated effectively via telephone, email, and in person with prospective customers.
• Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
• Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.

• Mentored and coached team members on QA topics and strategies.
• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
• Reported progress, test metrics and results to project stakeholders.
• Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.

• Collaborated with team members to identify trends and recommend process improvements, leading to reduced call volume.
• Demonstrated adaptability in handling diverse range of cases, applying critical thinking skills to determine appropriate course of action.
• Improved customer satisfaction ratings through effective communication and problem-solving skills.
• Upheld company reputation by providing exceptional service during difficult interactions, turning negative experiences into positive outcomes.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.