Morgan Kearney
Kettering,OH
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Customer Care Representative II
Legrand
Dayton, OH
11.2023 - Current
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Provided accurate, valid, and complete information to customers.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Identified opportunities to upsell additional services when appropriate.
- Processed orders accurately and efficiently according to established procedures.
- Built sustainable relationships of trust through open communication with customers.
- Updated SAP system with order specifics and customer details, preferences and billing information.
- Prevented key account losses by researching discrepancies and correcting problems.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Customer Care Specialist
CareSource
Dayton, OH
02.2022 - 10.2022
- Assisted members or providers with routine service inquiries, such as, claim processing, member benefit education, contracting and credentialing request, eligibility inquires, and transportation arrangements.
- Maintained complete and accurate documentation of all telephone and written communications.
- Adhered to all department and company policies and procedures.
- Built and strengthened member or provider relationships by providing quality customer service.
- Ensured all HIPAA and state requirements/regulations were always adhered to.
- Researched, followed up and resolved all open/pending issues in a timely manner to ensure member or provider satisfaction.
- Maintained knowledge and understanding of all policies and procedures.
Disability Claims Specialist
Metlife
Dayton, OH
04.2021 - 02.2022
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Effectively Managed with some level of oversight on assigned caseload of moderately complex claims which consists of pending, ongoing/active and appeal reviews.
- Interacted and communicated effectively with claimants, customers, attorneys, brokers, and family members during claim evaluations.
- Compiled file documentation and correspondence requiring extensive policy and factual detail.
- Analyzed information to determine if additional information is needed to make a reasonable and logical claims determination based off the information available.
- Addressed and resolved escalated customer complaints in a timely and thorough manner.
Customer Service Representative/Receptionist
Alternate Solutions Home Healthcare
Kettering, OH
11.2019 - 03.2021
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Manager
Oberer's Flowers
Dayton, OH
03.2017 - 03.2021
- Checked stock to determine inventory levels and maintain office supply products.
- Executed record filing systems to improve document management and organization.
- Instituted new employee training procedures to reduce onboarding process time length.
- Maintained positive working relationship with fellow staff and management.
- Maintained front desk to provide positive first impression.
- Assisted organizational efforts by filing, entering data and answering phones.
- Performed accounting or financial analysis.
- Provided HR administrative assistance to management team.
- Encouraged and improved cross-department internal communication.
- Used scheduling software to delegate resources and manage calendars.
Barista
Planet Smoothie
Dayton, OH
04.2013 - 08.2014
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Maintained calm demeanor during high-volume periods and special events.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Supported highest standards of conduct and service to support company reputation.
Education
Associate of Science -
4Cs Child Development
Dayton, OH09-2024
High School Diploma -
Carroll High School
Dayton, OH05.2014
Skills
- Data Confidentiality
- Team Collaboration
- Data Entry
- Time Management
- Computer Skills
- Microsoft Office
- File and Record Keeping
- Mathematics
- Attention to detail
- Professional and Positive
- Excel Spreadsheets
Timeline
Customer Care Representative II
Legrand
11.2023 - Current
Customer Care Specialist
CareSource
02.2022 - 10.2022
Disability Claims Specialist
Metlife
04.2021 - 02.2022
Customer Service Representative/Receptionist
Alternate Solutions Home Healthcare
11.2019 - 03.2021
Manager
Oberer's Flowers
03.2017 - 03.2021
Barista
Planet Smoothie
04.2013 - 08.2014
Associate of Science -
4Cs Child Development
High School Diploma -
Carroll High School