Kianna L. McWhorter

*** ******* **.

Columbus, OH 43207

614-***-****

ad0rbj@r.postjobfree.com

Education

AUGUST 2007-JUNE 2011

Fort Hayes Metropolitan Education Center, Columbus, OH - High School Diploma

Attended and graduated.

AUGUST 2011-MAY 2013

The Ohio University, Athens, OH- Bachelor's Degree

Attended and majored in Retailing and Fashion Production Development

JUNE 2014-MAY 2017

The Ohio State University, Columbus, OH - Bachelor’s Degree

Attended and majored in Animal Science and minored in Bioscience

Experience

OCTOBER 2021-NOVEMBER 2023

JPMorgan Chase: Cx Loyalty, Westerville, OH – Travel Agent/Travel Services Help Desk Supervisor (III)

●Assisted frontline agents with escalated calls pertaining to travel reservations.

●Serviced travel services for financial institutions such as JPMorganChase, US Bank, USAA, First Citizens, First National Bank of Omaha, and several others.

●Trained and skilled in WSPAN, SABRE & TRAVCOM.

●Provided excellent customer service by being knowledgeable to a customer’s needs, their financial institution’s program rules and the rules of the institution of whom the customer is booking through. Thus, being able to educate the customer as well. Professional, courteous, and eager to assist.

●Enjoy connecting with a customer in a way that is more conversational and less transactional.

●Assisted customers with booking travel reservations that included flights, hotels, cars, and some activities using their travel rewards points and some cash.

●Cancelled and rebooked reservations based on institutions policies and performed the correct procedures. I also rebooked customers based on current rates & availability using their airline flight credit or travel rewards points.

●Required to be familiar with fare-based rules for certain airlines. This aided with determining if a customer qualified for flight credit, a full refund or if fees would/would not be involved. Calculated domestic partials for customers on current trips.

●Knowledgeable in dividing PNR’s and linking travel reservations. Also reached out to the airlines if the reservation required their authorization.

MARCH 2016-MARCH 2020

Molina Healthcare, Columbus, OH - Member Service Representative (MSR1)

●An inbound call center in which I assisted members in the states of New York, Ohio, and Mississippi.

●Services provided for members and providers included verifying eligibility, confirming enrollment, clarification on benefits, and Primary care provider (PCP) changes. In addition, I also sent out documentation that members and providers may need such as Prior Authorization (PA) forms, Personal Health Information (PHI) forms and others. I also verified HIPAA with the member or providers before calls would proceed. Demographic changes included changing of mailing addresses.

●Responsible for ID card requests that included sending out replacement ID's or new updated ID's.

●Other tasks included directing members to their proper dental, vision and transportation providers that serviced their particular area. Eligibility clarification if needed included getting in contact with the state's local Job and Family Service Department and discussing eligibility and benefit clarification pertaining to the members health coverage with the member on the line and verifying coverage so that further health services such as doctor's visits, lab testing, and prescription fulfillments can be established.

●Pharmaceutical and prescription fulfillment tasks included educating the members on what medications are covered by Moline or what medications may need a prior authorization. Provider tasks would also include verifying eligibility for a member for procedural purposes/medical services and may have to also look up certain CPT codes for the provider to see if services would be covered for the member or if they would need a Prior Authorization.

JUNE 2015-JANUARY 2016

Teleperformance, Westerville, OH- Customer Service Representative

●Assisted Adidas customers in checking on the status of their order(s) that they place online. This included notifying the customer if the order is in process, pending or is on backorder.

●Provided excellent customer empathy and willingness to assist. Also am knowledgeable on how to deal with hostile, escalated customers, and am also highly trained on how to de-escalate a caller and provide an efficient resolution.

●Placed orders for callers online and educated the customer on the product that they are inquiring about. These sales portions also included offering to replace an order for a customer that may have ordered the wrong item.

MAY 2014-JUNE 2015

American Institute of Alternative Medicine, Columbus, OH- Receptionist/Administrative Assistant

●Front desk tasks include checking clients in for massage/acupuncture appointments.

●In addition, because we are a nursing, massage and acupuncture institution I did tend to student necessities such as scheduling financial aid and advisor appointments and advised students to the correct individual that can assist them.

●Administrative assistant duties include scanning in documents, creating student badges and emailing out received student documents (e.g. financial aid disbursement).

●In addition, I also maintain our facility by stocking office supplies and copying important student documents and putting them in the correct mailboxes for what faculty member it is intended for.

OCTOBER 2013-APRIL 2014

MXD Group, New Albany, OH- Customer Service Representative

●A fast-paced environment that specialized in assisting merchants schedule delivery for customers that have ordered merchandise. This mostly included White Glove delivery service.

●Additional tasks and responsibilities also included managing and keeping up to date with KPI stats. This insured the

●company that we are maintaining the proper delivery service, pace and deadlines that are requested by the merchants and the consumers.

SEPTEMBER 2012-OCTOBER 2013

Safelite Solutions, Columbus, OH- Claims Representative

●Third party representative responsible for processing personal, commercial and company

●automobile glass claims on the insurance company's behalf.

●Obtained policy information given by the insurance company and policy holder, verify coverage and send shop providers to service insurers damaged vehicles.

●Ensured excellent customer service and satisfaction by offering compassion, willingness to assist and providing the customer with a trained and certified technician to perform the service.

●In addition, I also contacted repair shops and verified pricing and job agreements as well as confirmed coverage for agents and shop specialists.

JANUARY 2012-MAY 2013

CSL Plasma, Columbus, OH- Receptionist Technician

●Provided medical screenings/procedures to see if a person qualifies for plasma donation.

●Procedures included performing finger sticks, taking vital signs, confirming identity. I also answer phone calls to answer questions that future and/or current donors may have.

AUGUST 2011-JANUARY 2012

Thirty-One Gifts, Columbus, OH- Merchandise Processor

●Audited order for accuracy before shipping. Compare quantity, quality, labeling and address with the customer's order to ensure outgoing product shipments are complete and correct.

●Used scanner for order accuracy and also re-bag product and verify group integrity and re-created shipping labels.

●Lastly, I also affix labels to products for orders to be monogrammed. Other tasks included running shipping labels for missing pieces or shortages of pieces.

JUNE 2011-AUGUST 2011

Ohio Association of Foodbanks (OHASF) “E.L. Hardy Center”, Columbus, OH- Daycare Specialist, Server

●The organization was a free summer day camp for children ages 6-18 and we provided food and other resources to people in need and to pursue areas of common interest for the benefit of the people in need. I also organized and participated in recreational activities such as games as well as helped serve breakfast and lunch, also helped with clean up. Lastly, I also took children to their assigned classes and was also an assistant and helped mentor in subjects reading and writing.

Computer Skills

Microsoft Office, Microsoft Excel, Microsoft PowerPoint, Sas Windows, Teams, Productivity Software, Database Management, SABRE, 45WPM.

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