Summary
Overview
Work History
Education
Skills
Overview
Timeline
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Sandy Kemp

London,Kentucky

Summary

Highly-motivated employee with the desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adapt at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Ambitious, career-focused job seeker, anxious to obtain an entry-level position to help launch career while achieving company goals.

Overview

20
20
years of professional experience

Work History

Quality Assurance Coach

Sedgwick CMS
Work From Home, KY
02.2022 - Current
  • Conducted quality assurance audits of customer service representatives to ensure compliance with company policies and procedures.
  • Provided feedback to customer service team on areas needing improvement.
  • Monitored customer service calls to ensure adherence to quality standards.
  • Analyzed customer satisfaction surveys to identify trends and opportunities for improvement.
  • Coached customer service reps on techniques for resolving customer issues quickly and efficiently.
  • Evaluated existing processes and developed recommendations for process improvements.
  • Maintained records of all quality assurance activities conducted by the team.
  • Assisted in the implementation of new software systems used by the quality assurance department.
  • Identified key performance indicators and created tracking mechanisms for monitoring them.
  • Provided guidance on how best practices can be applied in order to increase efficiency and accuracy.
  • Reviewed process documentation regularly and provided feedback regarding potential improvements or gaps in current processes.
  • Participated and attended meetings or seminars to obtain information for use in training programs or to inform management of training program status.

Customer Service Representative

Sedgwick CMS
Work From Home, KY
10.2019 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • 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.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Mentored new employees on procedures and policies to maximize team performance.

Customer Service Representative

Kelly Services
London, KY
05.2017 - 10.2019
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • 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.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Referred unresolved customer grievances to designated departments for further investigation.

Customer Service Representative

Senture
London, Kentucky
09.2011 - 12.2011
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Data Entry Clerk

Sourcecorp
London, KENTUCKY
11.2008 - 09.2011
  • Coded UB-04 form for BCBS of Georgia and Illinois
  • Maintained clean and organized workplace to optimize performance, efficiency and safety.
  • Communicated with teammates and supervisors frequently to understand requirements and complete projects on time.
  • Ensured compliance with all relevant rules and regulations governing data entry activities.
  • Maintained confidentiality of sensitive information entered into the system.
  • Reviewed existing information for accuracy and made necessary corrections.
  • Performed data entry from paper documents, emails, and other sources into computer systems.
  • Operated various office equipment such as scanners, printers. when required.
  • Transferred data from hard copies to digital databases, organizing information in new formats.
  • Exceeded quality goals to support team productivity.

Customer Service Representative

Pearson
Corbin, Kentucky
09.2004 - 11.2008
  • Reviewed Medicaid applications to ensure accuracy of information and compliance with state regulations.
  • Investigated discrepancies in insurance claims, payments and benefits.
  • Researched patient records to determine eligibility for Medicaid benefits.
  • Maintained accurate records of all client interactions.
  • Assisted clients in completing forms related to their Medicaid application process.
  • Provided detailed explanations of policy coverage, including exclusions and limitations.
  • Ensured timely submission of required documentation for processing of claims.
  • Performed quality assurance reviews on completed cases prior to filing them away.
  • Protected medical office operations and integrity by keeping patient information confidential.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Answered customer questions regarding account discrepancies or problems.
  • Performed administrative functions for assigned accounts, recorded address changes and purged records.

Education

High School Diploma -

North Laurel High School
London, KY
06-1996

Skills

  • Test Automation Familiarity
  • Interpersonal relationship building
  • Technical writing proficiency
  • Lean Six Sigma Principles
  • Training and mentoring
  • Quality assurance expertise
  • Coaching and Mentoring
  • Virtual Learning Management
  • Orientation and Onboarding
  • Attention to Detail
  • Critical Thinking
  • Active Listening
  • Team Collaboration
  • Training Program Development
  • Data organization
  • Written Communication
  • Interpersonal Communication
  • Organizational Skills
  • Time Management
  • Effective Communication
  • Professionalism
  • Problem-solving abilities
  • Goal Setting
  • Task Prioritization
  • Reliability
  • Self Motivation
  • Quality Assurance
  • Fast Typing Speed
  • Data Verification Expertise
  • Accuracy and Attention to Detail
  • Professional and mature
  • Advanced clerical knowledge
  • Data accuracy
  • Data Entry
  • Understands grammar

Overview

  • I am a friendly, loyal and dedicated individual who has an ambition to succeed in any given environment. Although I have extensive experience in data entry clerical/customer service industry, I love to learn and am always up to a challenge whatever the situation. I get along well with others while also working efficiently on my own. I'm seeking a position where I can develop and excel while giving my best to an employer.

Timeline

Quality Assurance Coach

Sedgwick CMS
02.2022 - Current

Customer Service Representative

Sedgwick CMS
10.2019 - Current

Customer Service Representative

Kelly Services
05.2017 - 10.2019

Customer Service Representative

Senture
09.2011 - 12.2011

Data Entry Clerk

Sourcecorp
11.2008 - 09.2011

Customer Service Representative

Pearson
09.2004 - 11.2008

High School Diploma -

North Laurel High School

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Sandy Kemp