Tammy Kimani
San Antonio,TX
Summary
Adept at managing high-volume customer inquiries, I excel in fast-paced environments, as demonstrated during my tenure at Goodwill Industries of San Antonio. Skilled in records management and customer care, I effectively increased customer satisfaction through meticulous research and efficient problem-solving. My expertise in document control and unwavering commitment to service excellence underscore my professional achievements.
Overview
18
18
years of professional experience
Work History
Randolph Air Force Service Center Agent
Goodwill Industries of San Antonio
San Antonio, Texas
04.2024 - Current
- Manages Large volumes of Inbound phone calls in fast-paced, customer contact center environment.
Identifies customers needs and verifies their identity through a systematic approach.
- Researchers understand government-required policies, directives, and personnel data systems to assist the Air Force military workforce with inquiries across a broad spectrum of human resource (HR) questions in a short period of time.
- Keeps accurate records of conversations in Right Now Technologies (RNT) database and outline how each call was resolved. Appropriately Escalate unresolved cases to the business process owner as directed.
Quickly adapts to changing Air Force HR policies and procedures.
Associate Records Management
Goodwill Industries of San Antonio
San Antonio, TX
04.2024 - Current
- Ensure all records and loose flowing documents received are accurately entered into the tracking database within the prescribed timelines.
Conduct thorough research, and ensure all records received on active service members are forwarded to the appropriate location, as well as document all actions taken to retrieve missing components or records.
- Properly prepare records for scanning by removing staples; making copies of documents that cannot be scanned as well as remove erroneously filed documents on other personnel filed in the service member’s records.
- Meet the quota objective for each phase of the record transition (i.e. Data entry, verification, research, document preparation, scanning, quality control, disposition, and destruction.
- Perform quality control of all document scanned prior to uploading documents into the document repository; and records are uploaded into the correct record.
- Properly fill out the certification form and upload the completed records, computer-generated record, and certification form into the document repository within the prescribed timelines.
Ensure the tracking database is updated accurately at each phase, as the record transitions through the process.
- Communicate effectively, both orally and in writing.
Proficient with basic-level computer skills, MS Office Suite, data entry, and computer operation. Ensure proper disposition of all scanned records and document destruction. Manage the inventory of records accurately; retrieve requested records within the timelines required.
Telephone Interviewer- Supervisor
Reconnaissance Market Research
San Antonio, US
10.2019 - 02.2023
- Survey Research Telephone Interviewer, you conduct outbound calls and survey respondents on a wide variety of topics
- Telephone Interviewers collect survey data by phone and complete the following duties on a daily basis: making outbound phone calls, reading a script verbatim, asking questions to respondents, and recording responses to open ended questions or multiple choice questions
- You will conduct telephone interviews, Polls, and Customer Satisfaction Surveys
- Never any sales or collections
- Be part of an exciting company and make a difference with your work! Work ferom home
- Or safely on-sit
Member Support Specialist /Registration Agent
Salelytics
San Antonio, US
08.2019 - 01.2023
- Educate members on all client products and systems
- Problem solve and troubleshoot to determine the member's needs
- Resolve the call and turn your initiative into a paycheck
- Inbound calls for Member Support, Product Support, Refills, Device Alleged Deficiencies and Enrollment encouragement
- Facilitate member emails and online chatting with members
- An array of Outbound calling initiatives for current and potential members
- Demonstrate strong abilities and knowledge with wireless devices and wireless networks
- Tech Support: Troubleshooting electronic devices to ensure standards are met within the FDA guidelines
Customer Service Representative (Temp to Hire)
CVS Caremark
San Antonio, US
09.2017 - 01.2018
- Functions as primary resource in handling customer contacts via telephone or internet ranging from routine to complex
- Delivers the highest quality customer service through the execution of responsiveness, reliability, professional impression on every customer interaction in a fast-paced pharmacy call center to patients, healthcare professionals, and insurance carriers
- Primary responsibilities are to verify insurance coverage for potential new clients and re-verify insurance coverage for existing patients in order to process patient prescription needs successfully
- Uses understanding of insurance concepts, including drug cards, major medical benefits, and per diem coverage, as well as knowledge of government and patient assistance programs
- Effective delivery of company products and services (40%)
- Responds to telephone inquiries and orders from homecare patients and referral sources
- Provides information on equipment, supplies and services
- Determines the best method for providing services
- May assist walk-in patients with the selection of equipment, supplies and services
- Timely processing/facilitation of patient orders (30%)
- Processes telephone orders by preparing patient paperwork
- Verifies insurance and/or other method of payment
- Completes all necessary paperwork in an accurate and efficient manner to facilitate the data entry, accounts receivable and delivery of the order placed
- May perform data entry
- Distributes copies of paperwork to appropriate personnel
- May assist with the processing of billing paperwork
- Effective coordination of patient services/supplies (10%)
- Coordinates the delivery, set-up and pickup of equipment, supplies and services with appropriate personnel
- Ensures deliveries and set-ups can be arranged in a timely manner
- Appropriate documentation (10%)
- Accurately maintains files of all patient account profile information and referral source data
- Customer satisfaction (10%)
- Resolves patient complaints by identifying problems and coordinating appropriate
Provider Communications Specialist- Member Support
Aetna
San Antonio, US
03.2015 - 05.2017
- Taking Inbound / making Outbound calls inquiries for Medicare Advantage plans to providers / members mostly working the provider line assisting providers with benefits with the maximum out of pocket determining if met or not for the year term
- Verify if any referral requirements for members to be seen by a specialist advised if any referral / if pre-certification is required for certain codes billed under medical side depending on the location of the service on all Medicare plans
- PPO, HMO, HMO -POS plans for all Medicare Advantage members also provide general benefits for all the pharmacy benefits listed as CVS pharmacy as the pharmacy benefit manager providing claims statics
- Appeal statics / request for reconsideration submitted with medical records for all claims whether approved or Denied just providing excellent customer assisting for all callers providing by summarizing & recap on every Call educating providers Aetna offer Medicare replacement plans & Aetna follows Medicare guidelines
Customer Service Representative
Rose International
Chesterfield, US
10.2014 - 03.2015
- Taking Inbound / outbound calls inquiries from Medicare Advantage members, internet inquiries, and written Correspondence
- CSRs able to deal compassionately with Medicare beneficiaries on a one-on-one basis and Focus on their needs through careful listening and patience
- CSRs participate in ongoing training and engage In self-development
- The CSR work independently, honor commitments to our members, and collaborate with Team members to create a remarkable member experience
- Also having ability to efficiently navigate multiple systems while resolving complex issues as advocates for our members
Engagement Specialist
San Antonio Water Systems
San Antonio, US
04.2013 - 10.2014
- Taking Inbound assisting customers with Activating New services/Deactivate existing services
- Educating customers with bill charges / fees /policy & procedures
- Processing payments /Debit /Credit Card /Check
- Transferring services from one residence to another
- Waiving Late fees
- Educating customers about winter averaging rates
Engagement Specialist
Carenet Health Care
01.2013 - 02.2013
- Provide exceptional customer service and engagement via telephone
- Ensures customer satisfaction by providing quality service, identifying customer needs and assisting Them with issues/concerns related to health care issues assessed through outreach programs
- Research, identify and problem solve, verify eligibility of service and place call backs as required
- Meet and support established service goals and business objectives by meeting and exceeding Performance standards
- Adapts communication style to persons representing diverse personal, professional, cultural, and Social economic
- Ability to multi-task; simultaneously thinks, talks, and types
- Uses excellent hearing and listening skills to receive detailed information
Customer Service Agent /Sales
CITI BANK
San Antonio, US
07.2012 - 01.2013
- Answer inbound calls, selling & offering products and services to the card members
- Support card members that are past due on their accounts
- Monitor credit card activity protecting our card
- Required for certain codes billed under medical side depending on the location of the service on all Medicare Products and services that will enhance their Citi experience
- Using an opportunity for you to use your sales and relationship Building skills to partners with customers and help understand the benefits of additional Citi Bank Offerings
Prevention Analyst
JPMorgan Chase
San Antonio, US
04.2012 - 09.2012
- Performing routine account activity review of high risk transactions
- Customer contact to validate ATM/Debit card activity opening fraud or loss cases as necessary and ensuring that cases are accurate & complete
Customer Service Rep
ACS
San Antonio, US
03.2011 - 10.2011
- Taking Inbound calls
- Handling disputes Unauthorized Transactions Fraud
- Suspending and, closing Debit cards
- Enrolling clients for SSI and SSA for Social Security Benefits
- Educating clients on fees balance and services
- Releasing funds back into the clients' accounts
- Assisting clients with all government benefits Food stamps, Tanf, Veteran's and, Spousal Support Benefits
Credit Counselor (Collections)
Conn's
San Antonio, US
03.2010 - 08.2011
- Making Outbound calls to customers
- State amount due and request payment on accounts 15-210 days past due
- Negotiate wiliness & ability
- Secure promises to pay
- Verify all account information
- Offer assistance to bring all accounts current (Extensions)
- Process payments over the phone
Inbound & Outbound Customer Service Agent
Pocket Communications
San Antonio, US
12.2008 - 02.2010
- Providing Excellent Customer Service
- Conduct courtesy calls (welcoming new clients)
- Educating customers on products, fees, and services
- Offering promotions to customers
- Performing ESN -Swaps
- Performing troubleshooting steps
- Processing payments over the phone
Customer Service Representative
Verizon Help Desk
04.2007 - 11.2008
- Taking Inbound calls from Verizon agents working in the field verifying information with customers
- Verifying if customers qualified for DSL or, Fios services if so I would give the agents out in the field Quotes for the services in that particular area to quote the customers for services
Education
Certificate - Computer Technology
Camelot College
Baton Rouge, LA07.2007
High School Diploma -
Lake Providence Senior High School
Lake Providence, LA01.1996
Skills
- Call Center
- Customer Service
- CSR
- Customer Care
- Customer Support
- Office Records Clerk
- Records management systems
- Document scanning
- Indexing expertise
- E-records systems
- Privacy act
- Research
- Records classification
- Document control
Personal Information
- Title: Customer Service Representative
- Work Permit: Authorized to work in the US for any employer
Timeline
Randolph Air Force Service Center Agent
Goodwill Industries of San Antonio
04.2024 - Current
Associate Records Management
Goodwill Industries of San Antonio
04.2024 - Current
Telephone Interviewer- Supervisor
Reconnaissance Market Research
10.2019 - 02.2023
Member Support Specialist /Registration Agent
Salelytics
08.2019 - 01.2023
Customer Service Representative (Temp to Hire)
CVS Caremark
09.2017 - 01.2018
Provider Communications Specialist- Member Support
Aetna
03.2015 - 05.2017
Customer Service Representative
Rose International
10.2014 - 03.2015
Engagement Specialist
San Antonio Water Systems
04.2013 - 10.2014
Engagement Specialist
Carenet Health Care
01.2013 - 02.2013
Customer Service Agent /Sales
CITI BANK
07.2012 - 01.2013
Prevention Analyst
JPMorgan Chase
04.2012 - 09.2012
Customer Service Rep
ACS
03.2011 - 10.2011
Credit Counselor (Collections)
Conn's
03.2010 - 08.2011
Inbound & Outbound Customer Service Agent
Pocket Communications
12.2008 - 02.2010
Customer Service Representative
Verizon Help Desk
04.2007 - 11.2008
Certificate - Computer Technology
Camelot College
High School Diploma -
Lake Providence Senior High School
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