Marnie Kenyon
Taylor,AZ
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
QA/SUPERVISOR
Direct Interactions/FEMA
05.2024 - Current
- Ensuring that agents and processes adhere to company quality Standards and compliance requirements.
- Mentored QA team members, fostering skill development and promoting a culture of continuous improvement.
- Developed and implemented QA frameworks, ensuring adherence to industry regulations and best practices.
- Led quality assurance initiatives, enhancing compliance with FEMA standards and improving service delivery processes.
Customer Service Representative
Working Solutions
03.2024 - Current
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Trained new staff on company policies, procedures, and best practices for customer interaction.
- Utilized CRM software to track customer interactions and ensure timely follow-up on issues.
Charge Capture Analyst
Summit Health Care
07.2010 - 09.2024
- Validates and records charges
- Validates supporting documentation present for patient charges
- Compiles reports
- Maintains logs
- Reads charts to identify missing notations
- Assists the nursing staff to ensure proper charting
- Collects varied data for specialized reports for Unit Director as needed
- Increased customer satisfaction by analyzing feedback and implementing necessary changes.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
CUSTOMER SERVICE REPRESENTATIVE
AMAZON
04.2019 - 11.2019
- Reviewed customer data to assess current issues and determine potential solutions
- Consulted with customers to determine best methods to resolve issues
- Answered inbound calls and directed to designated individuals or departments
- Addressed customer service inquires quickly and accurately
- Documented conversations with customers to track requests, problems and solutions
PHARMACY TECHNICIAN
WALMART
09.2014 - 03.2019
- Prepared prescription transfer requests from competitor companies
- Refilled medications and verified insurance benefits
- Processed prescriptions
- Verified prescriptions by contacting the physician’s office
- Used a 9 point check system to verify labeled prescriptions
- Entered orders into the system and filled medication orders
- Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts
- Supported the pharmacist in preparing 500 + prescriptions daily
- Worked with insurance companies to process claims, resolve problems and obtain payment
- Created new customer profiles and updated information in pharmacy computer systems
Education
GENNERAL - General
Show Low High School
Show Low, AZ05.1985
Skills
- Shipping and receiving understanding
- Courteous demeanor
- Office equipment proficiency
- Adaptive team player
- Problem-solving abilities
- Call center experience
- Retail sales customer service
- Inbound and outbound calling
- Technologically savvy
- Team building and motivation
- Quality assurance expertise
- Team collaboration
- Confidentiality and HIPAA
- Workflow optimization
Certification
- CPhT - Certified Pharmacy Technician
Timeline
QA/SUPERVISOR
Direct Interactions/FEMA
05.2024 - Current
Customer Service Representative
Working Solutions
03.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
AMAZON
04.2019 - 11.2019
PHARMACY TECHNICIAN
WALMART
09.2014 - 03.2019
Charge Capture Analyst
Summit Health Care
07.2010 - 09.2024
GENNERAL - General
Show Low High School
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