KEANA KNIGHT
Jackson
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
USAC Universal Maximus
09.2023 - 05.2025
- Identified areas for process improvement within the application department, leading to increased productivity and reduced backlogs.
- Maintained accurate records of processed applications using database management systems, ensuring timely retrieval of information when needed.
- Handled confidential applicant information with discretion and adherence to privacy regulations.
- Improved application processing times by streamlining workflows and implementing efficient data entry techniques.
- Managed high volumes of incoming applications, prioritizing tasks effectively to meet deadlines consistently.
- Checked for accuracy by verifying data and records.
Enrollment Specialist
RemX
04.2023 - 09.2023
- Facilitate seamless enrollment of employees into benefits program, ensuring the efficient administration of vital resources
- Provide technical support to employees, skillfully addressing inquiries and performing password resets to enhance system accessibility
- Collaborated with employees to facilitate appointment scheduling, optimize productivity and ensure timely access to essential services
- Efficiently manage the process of requesting and submitting required documentation, demonstrating meticulous attention to detail and adherence to established protocols
Eligibility Specialist
MMC
10.2022 - 04.2023
- Conducted comprehensive interviews with clients to gather information on their financial situation, household composition, and other relevant factors
- Assessed clients' eligibility for various government assistance programs based on program guidelines and regulations
- Reviewed and verified clients' documentation, including income statements, tax returns, and identification documents
- Utilized computer systems and software to input and retrieve client information and conduct eligibility determinations
Healthcare Claims Specialist
Alight Solutions
03.2022 - 09.2022
- Researched and resolved claim discrepancies, denials, and appeals by collaborating with healthcare providers, insurance companies, and patients
- Reviewed and processed healthcare claims in accordance with insurance guidelines and company policies
- Applied appropriate medical codes (ICD-10, CPT, HCPCS) and modifiers to ensure proper reimbursement
- Assisted healthcare providers and staff in understanding insurance policies, claim requirements, and reimbursement processes
Fraud Specialist
Genpact
05.2021 - 05.2022
- Conducted proactive monitoring and analysis of financial transactions, accounts, and customer activities to identify potential fraudulent patterns
- Investigated suspected fraud cases, including identity theft, credit card fraud, and account takeovers
- Gathered and analyzed evidence, including financial records, transaction logs, and digital data, to build strong fraud cases
- Implemented fraud prevention strategies and controls to minimize the risk of fraudulent activities
Customer Service Representative
Continuum Global Solutions
12.2019 - 01.2020
- Engaged with customers through chat platforms and social media channels to provide support, answer inquiries, and resolve issues
- Responded promptly and professionally to customer messages and comments on social media platforms, ensuring a high level of customer satisfaction
- Demonstrated in-depth knowledge of products, services, and policies to provide accurate and helpful information to customers
- Managed multiple chat conversations simultaneously while maintaining quality and efficiency
Education
High School Diploma -
Murrah High School
Jackson05-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Documentation
- Remote Work
- Product Knowledge
- Problem Solving
- Tech Proficiency/Operating Systems
Timeline
Customer Service Representative
USAC Universal Maximus
09.2023 - 05.2025
Enrollment Specialist
RemX
04.2023 - 09.2023
Eligibility Specialist
MMC
10.2022 - 04.2023
Healthcare Claims Specialist
Alight Solutions
03.2022 - 09.2022
Fraud Specialist
Genpact
05.2021 - 05.2022
Customer Service Representative
Continuum Global Solutions
12.2019 - 01.2020
High School Diploma -
Murrah High School
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