KEISHA CAGE

757-***-**** Atlanta, GA ac4f95@r.postjobfree.com

QUALIFICATIONS SUMMARY

Solution-oriented and client focused manager with proven ability to tackle diverse challenges and deliver solid operational gains. Natural talent for both strategic planning and results-driven execution; diverse experience includes banking, entrepreneur endeavors, and process improvement. Demonstrated ability leading operations and teams to consistent growth in revenue, profitability and productivity. Related skills and experience include:

Project Leader: Sound leadership and business-management capabilities complemented by a professional, hands-on, administrative style that inspires a goal-oriented work environment and ultimately enhance the quality of services provided.

Relationship Management: Effectively train and supervise customer service / sales teams in lead development, presentations, product / service lines, post-sale support and total account management. Effectively communicate concepts and complex information.

Process Improvements: Accomplished in client needs assessment, market intelligence, risk mitigation, change order management, budgeting and client /vendor relations. Recruit and mobilize high-performance teams.

Call Center Operations: Lead and drive key initiatives that align with end state goals by working cross functionally with internal and external teams. Identify, recommend and support the implementation of various programs for the improvement of contact center processes through support of quality and training efforts.

Industry Knowledge: Solid business insight, with the ability to ascertain and analyze needs, forecast goals, streamline operations and implement new program concepts. Proven skills at reorganization and successful turnaround of nonproductive, inefficient operations. PROFESSIONAL EXPERIENCE

TD Bank (Call Center) Greenville, SC

Banking Specialist, 1/2016-8/2017

Related Skills: Client Relationship Management (CRM), Change Management, Relationship & Asset Management, New Market & Customer Development, Loyalty & Customer Acquisition, Consultative Selling

Promotes strong and lasting customer relationships through the Contact Center environment by providing quality customer service in an efficient and highly professional manner. Provided exceptional customer service by meeting all customer demands as they relate to relatively straightforward inquiries, with the support of more experienced personnel; displayed a positive, professional tone; exhibited empathy when required; delivered key attributes; and provided a WOW! experience for the customer.

Act as a liaison between assigned departments and other departments within TD Bank.

Assist in the prevention of Fraudulent activities and assisted customer with any Credit related issues.

Implemented consultative conversations over the phone to respond to customers inquiries and in resolving the issue.

Analyzed loan applications with lending authority and review loan applications with Customer to educate them about its specifications.

Associated Cabs Inc. Newport News, VA

Customer Service/Contractor, 09/2006-01/2015

Continued...

KEISHA CAGE Page 2

Related Skills: Marketing, Management & Brand Strategies, Budgeting & Forecasting, Client Relationship Management (CRM), Loyalty & Retention Strategies, Project Management, New Employees, Mediation & Complex Problem, Quality Assurance, Key Account Management Responsible for all business, financial and administrative support for Associated Cabs Inc. Effectively manage Vendor Relationships, Contract Negotiations, and Client Relationships Management (CRM) while identifying opportunities that drive profit margin and mitigate risk. Dispatched fleet of taxis via computer and GPS tracking. Advise drivers of traffic problems, such as, construction areas, accidents, congestion, weather conditions or hazards.

Updated, monitored, reviewed and utilized weekly / monthly / quarterly and annual revenue / expense reports that detailed performance metrics.

Monitored personnel / equipment locations and utilization to coordinate service and schedules.

Recorded and maintained files / records of customer requests, work or service performed, charges, expenses, inventory or other dispatch information.

Optimized employee productivity by establishing work schedules that are based on the workflow of activity coming into headquarters.

Lumber Liquidators (call center) Toano, VA

Customer Relations Specialist, 10/2014-05/2015

Related Skills: Key Account Management, Risk & Conflict Management, Performance Improvement, Client

Support, Logistics Coordination, Customer Invoicing, Escalation Support Provided prompt, courteous and professional customer service ensuring client needs and expectations were exceeded to grow the value of the organization’s existing business by implementing the following: managing client relationships, identifying opportunities, listening for feedback, servicing expectations and building trust.

Performed various administrative tasks related to Account Management including coordinating and managing billing options.

Tracked, analyzed and communicated performance data to drive continuous improvement of sales / customer service.

Managed timelines, reported requirements and various operational constraints to optimize transactions and mitigate risk.

Maintained tracking and processing accounts, incoming payments in compliance with financial policies and procedures. Anthem Inc. Norfolk, VA Anthem, INC (call center) Norfolk, VA

Utilization Management Reviewer, 10/2011-05/2014

Related Skills: Key Account Management, HIPAA, Commercial Insurance, Client Relationship Management (CRM), Process Improvement

Held responsible for preparing appeal summaries and prior authorizations, correspondence with prescriber’s offices while documenting information in the electronic medical record. Worked directly with providers, health plans, PBM’s and other specialty pharmacies to relay vital information in a call center environment

Conducts pre-certification, retrospective, out of network and appropriateness of treatment setting reviews to ensure compliance with applicable criteria, medical policy, and member eligibility, benefits, and contracts.

Researched and gathered documentation in support of the prior authorization and/or appeals process for review by clinical staff (that include: payer Formulary information, step therapy requirements, prior authorization forms/requirements, payer contact information, clinical documents in support of PA/appeal and chart notes). Assisted licensed professional in the review of patient chart notes and payer requirements to determine why cases were denied and whether an appeal is required.

Responds to telephone and written inquiries from members, providers and in-house departments including task, letter, predetermination and AMR creation. EDUCATIONAL BACKGROUND

Certificate: Human Resources

Walden University

Baltimore, MD

MBA: Business Management

Minor: Human Resource Management

3.5 /4.0 GPA

American Intercontinental University

Schaumburg, IL

Contact this candidate