Quiana Knight

• Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
• Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
• Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
• Ensured compliance with HIPAA regulations during all aspects of the benefit verification process, protecting patient privacy.
• Contributed to departmental goals by consistently meeting or exceeding performance metrics related to benefit verification accuracy and turnaround time.
• Resolved issues and inquiries from plan participants and providers regarding dental benefits and eligibility.
• Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
• Exceeded customer call guidelines for service levels, handle time and productivity.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.

• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
• Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
• Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
• Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
• Negotiated solutions with dissatisfied customers, often turning potential negative reviews into positive testimonials.
• Developed strong relationships with clients through empathetic communication and genuine concern for their needs.
• Contributed to company growth by consistently meeting or exceeding performance benchmarks in key metrics.
• Navigated multiple systems concurrently during interactions, ensuring efficient handling of inquiries without sacrificing quality or attention to detail.

• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
• Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
• Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
• Increased team productivity by providing ongoing training and support to customer service representatives.
• Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
• Designed incentive programs to motivate staff and improve service levels.
• Established team priorities, maintained schedules and monitored performance.

Processed Medicaid, TANF, and Food Stamp applications for customers

• Accessed State databases to research and input client’s PII information
• Expedited document processing with accurate data entry and timely filing.
• Created and revised reports, manuals, and documents
• Ensured timely completion of projects by coordinating resources across multiple teams effectively.
• Helped reduce high call volume without sacrificing customer satisfaction
• Assessed agents’ performance using quality assurance guidelines
• Provided feedback and coaching to call center agents using customer satisfaction surveys
• Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
• Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
• Resolved eligibility discrepancies by carefully reviewing regulations and collaborating with relevant parties to reach accurate determinations.
• Streamlined application processing for increased efficiency by implementing a well-organized case management system.
• Utilized advanced computer systems to track applicant data, generating accurate reports for internal review as needed.
• Reduced errors in eligibility decisions with meticulous attention to detail and thorough documentation of applicant information.
• Contributed to a positive work environment by fostering open communication among colleagues.
• Supported executive staff with well-prepared reports, presentations, and meeting materials.

• Maintained complete records of client tax returns and supporting documentation in secured areas.
• Completed and filed returns with tax departments at local, state, and federal levels.
• Prepared tax returns for clients in various industries according to government regulations and requirements.
• Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
• Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.
• Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
• Provided information about available products and services to clients, resulting in increased business opportunities.
• Maintained up-to-date knowledge of evolving tax legislation, proactively informing clients about relevant changes impacting their financial situation.
• Mentored junior staff members, sharing expertise in tax law and industry best practices to support professional growth.
• Contributed to the development of internal policies or procedures, ensuring alignment with best practices in tax preparation and compliance.
• Managed high-volume caseloads, prioritizing tasks effectively to meet strict deadlines consistently.