Nakia Knight

Hard-working professional with 14.5+ years of experience and a proven knowledge of customer communications, relationship management, and customer satisfaction. Aiming to leverage my skills to successfully fill the Quality Coordinator role at your company.

• Performs Call Monitoring and provides a trend to Management. Uses Quality Monitoring Data System to compile and track the performance of Customer Service Representative and team. Prepare Team meeting notes for the monthly meeting Handles Pharmaceutical Questions and issues on the Customers behalf Performed Pharmacy Training on new software Responds to customer inquiries via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
• Answers incoming calls and emails in a courteous and professional manner, Analyzes problems and provides information/solutions. Places follow-up phone calls and emails to answer customer questions that are routine in nature. Based on department need, may be required to assist with walk-in clients Operates a PC or thin client to obtain and extract information. Documents inquiry outcomes for accurate tracking and analysis. Maintain up-to-date tools and resources and utilize in a manner which allows calls to stay within Customer Service department for resolution. Performs basic job functions with help from co-workers and higher level personnel on non-basic issues and complex inquiries. STARS- Medicare Advantage Plan Sets up the TTY. Machines when scheduled Mentored Customer Service Representative to help them meet their goals
• Process Customer's Returns, Exchanges and Refunds. Mailed out letters to Customers. DHL/UPS Tracked packages returns & Reship orders.
• Greet customers and ascertain what each customer wants or needs. Describe merchandise and explain use, operation, and care of merchandise to customers. Answer questions regarding the store and its merchandise. Watch for and recognize security risks and thefts, and know how to prevent or handle these situations. Inventory stock and requisition new stock. Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.