RONEIQUEA KENNEDY
New Zion,SC
Summary
Customer service oriented professional accustomed to working in environments where accuracy and accountability are essential. Consistently model and inspire high levels of integrity. Follows policies, procedures and guidelines to assure consistent quality.
Overview
12
12
years of professional experience
Work History
Billing and Coding Associate
South Carolina Professional Group
Sumter, SC
01.2025 - 09.2025
- Analyzed patient records to ensure accurate coding and compliance with regulations.
- Reviewed billing submissions for accuracy, reducing errors in claims processing.
- Collaborated with healthcare providers to resolve discrepancies in coding and billing.
- Trained new team members on coding standards and best practices for efficiency.
- Led initiatives to streamline billing processes, enhancing overall workflow efficiency.
- Developed and implemented training materials for staff on updated coding guidelines.
- Monitored changes in healthcare regulations to maintain up-to-date compliance standards.
- Facilitated smooth transitions during system upgrades or policy changes through clear communication with team members about procedural adjustments.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance with all coding guidelines.
- Expedited payment processing by promptly addressing inquiries from both patients and insurance carriers concerning outstanding balances.
Customer Service Representative
Continuum
New York
10.2024 - 01.2025
- Resolved customer inquiries and issues efficiently, ensuring high satisfaction levels.
- Trained new team members on company policies and service protocols.
- Managed complex customer accounts, providing tailored solutions to enhance loyalty.
- Collaborated with cross-functional teams to streamline service processes and improve response times.
- Analyzed customer feedback to identify trends, driving improvements in service quality.
- Developed and maintained documentation for customer interactions to ensure consistency in service delivery.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Alorica
North Carolina
12.2021 - 12.2022
- Resolved customer inquiries promptly, ensuring high satisfaction and retention rates.
- Led training sessions for new representatives, enhancing team performance and knowledge.
- Managed escalated issues effectively, demonstrating strong conflict resolution skills.
- Streamlined communication processes within team, improving response times and accuracy.
- Implemented quality assurance measures that increased overall service standards across the department.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service Advocate
Blue Cross Blue Shield Association
Florence, SC
06.2020 - 09.2021
- Discuss claims information with beneficiaries.
- Update and maintain payment history records.
- Answer questions and provide solutions to concerns.
Customer Service Representative
Walgreens
Tampa, FL
10.2020 - 06.2021
- Analyzed customer feedback to identify trends, informing service improvements and policies.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Homemaker
Full Time Parent
New Zion, SC
11.2019 - 05.2020
- Displayed strong leadership skill and managed household budget.
- Remained deadline-oriented and reliable while adjusting priorities and managing time wisely.
- Maintained a fair and consistent set of standards.
Cashier / Customer Service
Young's Fashion Beauty Supply Store
Manning, SC
05.2019 - 10.2019
- Processed transactions, accepted payments, and provided prompt, courteous customer service.
- Worked as part of a team and interacted with diverse customers and staff members.
- Followed all policies as they related to customer confidentiality.
Homemaker
Full Time Parent
New Zion, NC
05.2013 - 04.2019
- Utilized exceptional listening and delegation skills.
- Foresaw and planned for possible contingencies.
- Ensured household duties were completed in a time efficient manner.
Education
Associate of Science Degree - Health Sciences – Medical Administrative Assistant
Ultimate Medical Academy
01.2020
Skills
- Verbal communication
- Written communication
- Interpersonal communication
- Time management
- Prioritization
- Problem solving
- Microsoft Office Applications
- MS Excel
- MS Word
- MS PowerPoint
- MS Outlook
- Typing
- Coding
- ICD
- CPT
- Third party billing
- Medicare
- Medicaid
- HMO
- PPO
- Billing cycle
- Claims appeal process
- Medical administrative assistance
- Medical terminology
- Patient processing
- Patient registration
- Medical laws
- Ethics
- Greenway EMR
- HIPAA compliance
- Medical transcription
- Office accounting
- Anatomy
- Physiology
- ICD-10
- CMS1500 claim form
Key Qualifications
- Basic Coding Skills for ICD / CPT
- Third Party
- Medicare
- Medicaid
- HMO
- PPO
- Billing Cycle
- Claims Appeal Process
- Medical Administrative Assistant
- Medical Terminology
- Patient Processing
- Patient Registration
- Medical Laws & Ethics
- Greenway EMR
- HIPAA Compliance
- Medical Transcription
- Office Accounting
- Anatomy & Physiology
- ICD-10
- CMS1500 Claim Form
High Academic Honors
Honor Roll
Timeline
Billing and Coding Associate
South Carolina Professional Group
01.2025 - 09.2025
Customer Service Representative
Continuum
10.2024 - 01.2025
Customer Service Representative
Alorica
12.2021 - 12.2022
Customer Service Representative
Walgreens
10.2020 - 06.2021
Customer Service Advocate
Blue Cross Blue Shield Association
06.2020 - 09.2021
Homemaker
Full Time Parent
11.2019 - 05.2020
Cashier / Customer Service
Young's Fashion Beauty Supply Store
05.2019 - 10.2019
Homemaker
Full Time Parent
05.2013 - 04.2019
Associate of Science Degree - Health Sciences – Medical Administrative Assistant
Ultimate Medical Academy