Kimberly Cloyd

**** ****** *** ******* *** *** Reno, NV. 89506

***-***-***** ** ***-895-9326H

ad23qm@r.postjobfree.com

Work Experience

Screener

Benelynk, a WAH company-Reno, NV

June 2023 to January 2024

I took inbound and did outbound calls for health insurance companies members. I would enroll the members in medicaid, and Snap programs.

Service Advisor

Concentrix, a WAH company - Reno, NV

September 2020 to March 2023

I took inbound calls for Pods Customers. I helped the customers schedule their Pods dates for their Deliver to customer's current home, Return to the Storage Centre, Re-Deliver to customer's new home, and the Final Pick Up. My intake of calls was the average of 16-20 in a 8 hour shift. I also took payments and answer billing questions.

Sales Associate

Macy's - Reno, NV

September 2019 to August 2020

Greeting customers, responding to questions, improving engagement with merchandise and providing outstanding customer service. Operating cash registers, managing financial transactions, and balancing drawers. Achieving established goals.

Customer Care Specialist

OptimumCX/American Water - Reno, NV

October 2018 to September 2019

Effectively managed a high-volume of inbound calls from home owner clients that are received and I received about 8-10 calls in queue per 60 minutes. Gathered and verified all required information for security purposes. Accurately documented, researched the coverages for their area for water/sewer line of protection plans. I would enroll the clients for the services that they want coverages for their home. Managed effectively and efficiently in a complex, and challenging call center environment. Met or exceeded service and quality standards every review period.

Data Entry Representative/Medical

Arrohealth/Ciox Health - Reno, NV

September 2015 to October 2018

Maintains patient files, retrieves medical files for scheduled office appointments and procedure appointments; obtains hospital records for physician and nursing staff.

Faxes necessary patient information to hospitals, procedure note and pathology Photocopies records and documents for billing and or legal services. Retrieves patient schedule from computer.

Distributes incoming laboratory results,x-rays, discharge summaries, consultation and history& physical reports to the appropriate physicians and/or the nursing staff.

Scanning of incoming paperwork of patients chart.

Handles internal and external phone calls regarding medical records. Maintains confidentiality regarding patient medical records in accordance with HIPAA regulation.

Customer Service Specialist

Allegiant Travel - Las Vegas, NV

October 2006 to September 2015

Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant flow of customer calls with up to 12 in queue per 60 minutes. Andressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center and at home environment. Acted professionally and patiently when addressing customer's negative feedback. Manager/Care Giver

Cloyd's Group Care Homes - Reno, NV

July 1992 to October 2006

Supervise in home staff and make sure the assigned duties of staff are completed. Responsible for fiscal management of the home. Oversee resident funds. Oversee resident's schedules and weekly appointments. Set staff schedule and coordinate trainings for staff to ensure their certifications are current. Act as liaison to all agencies involved in services for residents, i.e. COFR and day programs. Ensure maintenance of the home is completed in accordance with the schedule. Maintain contact with residents' families. Conduct staff meetings and process payroll. Responsible for the management of residents' medications (e.g. maintain supply, supervise passing of medications, and documentation). Participate in required training and maintain required records. Adhere to CARF, COFR and relevant agency rules and regulations. Follow CAC policy and procedures.

Cage Cashier

Circus Circus Hotel and Casino - Reno, NV

September 1986 to July 1992

Balance assigned bank and reconcile money received and disbursed. Perform check cashing service, debit and credit card transactions and ATM transactions. Redeem coupons, play tickets, coins, chips and tokens for coin and/or cash for guests and pay out large jackpots. Compute accurate exchange rates for foreign currency and change to U.S. currency. Provide positive guest service and advise guests regarding special events and facility information. Run check cashing software and input information on guest databases as well as other programs. Follow gaming laws and regulations as well as organization controls, policies and procedures. Maintain accurate and thorough records and reports. Inform manager regarding guest disputes and unusual activities. Operate basic machinery such as jet sorters, bill counters and calculators. Essential Skills

Call Center Representative and caller versed in customer and client support in high call volume environments. Superior computer skills and telephone etiquette. Motivated customer service specialist and worked in a fast-paced, team-based environment. Friendly Customer Service and caller agent skilled in communicating with people of diverse cultures while providing exceptional customer service. Natural leader with a passion for team building and promoting positive company morale. High-energy Customer Service and caller agent skilled in resolving conflicts through proactive communication. Listens actively to questions and resolves issues and disputes tactfully and effectively.

Education

Anderson Union High School - Anderson, CA