Tkesha Banks
Pasadena,CA
Summary
Results-driven professional with expertise in compliance auditing and grievance resolution. Proven ability to analyze data, manage cases, and communicate effectively with clients to ensure timely resolutions. Detail-oriented Appeals and Grievances Coordinator with a strong background in customer relationship management. Skilled in data analysis and policy writing, contributing to improved compliance and resolution processes that enhance customer satisfaction.
Overview
15
15
years of professional experience
Work History
Appeals and Grievances Coordinator
Blue Shield of CA
Woodland Hills, California
03.2024 - Current
- Processed and reviewed appeals and grievances in accordance with established guidelines.
- Maintained accurate records for all appeal cases to ensure data integrity.
- Communicated with members to collect pertinent information for effective grievance resolution.
- Collaborated with internal teams to uphold compliance with organizational policies.
- Monitored case timelines to guarantee prompt responses to grievances.
- Prepared written responses to inform customers about status of appeal or grievance filings.
Correspondence phone support
Blue Shield of CA
Woodland Hills, California
08.2019 - Current
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Managed high call volumes while maintaining quality customer service.
Lead Tax Preparer
Liberty Tax Service
Lancaster, California
12.2013 - 04.2016
- Prepared complex tax returns for individual and business clients.
- Reviewed client financial documents for accuracy and completeness.
- Communicated with clients to clarify tax-related questions and concerns.
- Ensured compliance with federal and state tax regulations.
- Drafted correspondence responding to inquiries from taxpayers about their accounts or liabilities.
Administrative Assistant
PMA Programs Inc.
Lancaster, California
02.2011 - 12.2013
- Managed scheduling and calendar for executives and team members.
- Organized meetings, including agendas, minutes, and follow-ups.
- Maintained office supplies and equipment inventory for efficient operations.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
Education
Diploma - Medical/dental Office Administration
Kaplan University
Indianapolis, IN04-2009
Skills
- Compliance auditing
- Case management
- Data analysis
- Policy writing
- Grievance resolution
- Customer relationship management
- Call handling
- Data entry
- Problem solving
- Effective communication
- Time management
- Detail orientation
- Verbal and written communication
- Professional phone voice
- Inbound phone calls
Timeline
Appeals and Grievances Coordinator
Blue Shield of CA
03.2024 - Current
Correspondence phone support
Blue Shield of CA
08.2019 - Current
Lead Tax Preparer
Liberty Tax Service
12.2013 - 04.2016
Administrative Assistant
PMA Programs Inc.
02.2011 - 12.2013
Diploma - Medical/dental Office Administration
Kaplan University