KIMEKA L. GADDY

**** ******** ***** ***** *** *** Charlotte, NC 28217 980-***-**** ad4w6f@r.postjobfree.com

PERSONAL PROFILE

Experienced Customer Service Representative with ten plus years of Customer Service experience.

Proven ability to meet and/or exceed call processing time targets

Excellent communication skills that aide in accomplishing first time problem resolution

Experience level two problem resolution specialist with a proven success rate

SKILLS PROFILE

Experienced in Windows XP, Microsoft Word, and Microsoft Excel, Typing Speed 72 WPM

Experienced with Insurance Verification, Scheduling and Rescheduling Appointments

Experience addressing and resolving complex customer issues

Ability to effectively listen and elicit information

Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Basic knowledge and understanding of banking products and services

Excellent verbal, written, and interpersonal communication skills

EMPLOYMENT HISTORY

TRUIST BANK Charlotte, NC 06/2022 - 04/2023

Financial Service Specialist/Teller

Assist clients with banking needs and transactions

Reviewing financial information for clients

Monitoring Loans

Providing technical support regarding online accounts

Advise clients on the best financial products to fit their needs in specific situations

Exhibiting excellent customer service to the clients

ACT/BANK OF AMERICA Charlotte, NC 10/2021 - 04/2022

Delivers a positive client experience

Gains a full understanding of the client needs and perspective

Gains a full understanding of the banks options and for meeting the client needs

Maintains adherence to service level agreements and all laws, rules and regulations

ALLSTATE Charlotte, NC 08/2021- 00/0000

Customer Service Rep/Claims

Identify customer needs and market appropriate products

Handle customer inquiries and complaints promptly

Make outbound calls to customers regarding accident

WELLS FARGO Charlotte, NC 03/2017 - 9/2021

Account Resolution Specialist

Quickly answer customer inquiries in a friendly and courteous manner.

Deliver exceptional service to our customer by going out the way to please them.

Provide first call resolution, while following strict procedures that meet compliance guidelines.

Identify customer needs and offer products and services needed for financial success.

Listen to customer service needs and recommend solutions

Manage production goals, deadlines, and various metrics

Navigate multiple computer system windows, applications, and utilize search tools to find information

TTEC Charlotte, NC 12/2020 - 04/2021

Chat Representative

Quickly answer customer inquiries in a friendly and courteous manner.

Deliver exceptional service to our customer by going out the way to please them

Identify and offer customers the services they need.

Assist customers with tax questions

MECKLENBURG COUNTY Charlotte, NC 12/2017 - 01/2019

Administrative Support 2

Quickly answer customer inquiries in a friendly and courteous manner.

Schedule patient appointments

Deliver exceptional service to our customer by going out the way to please them

Identify and offer patients the services they need.

EXPRESS-SCRIPTS Charlotte, NC 08/2016 - 03/2017

Patient Care Advocate

Handle customer service inquiries from members, providers, physicians, and internal and external clients related to pharmacy benefits.

Work to research and resolve problems in a timely manner.

Assist members in understanding and maximizing the use of their pharmacy distribution program.

Use computerized system to gather information and respond to questions.

Document issues and resolutions in a common database.

Handle inbound and outbound member, provider, physician calls.

Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.

AEROTEK/LASH Charlotte, NC 11/2014 - 02/2016

Benefit Verification Specialist/Blizzard/Patient Case Coordinator/Data Intake Specialist

Make outbound calls to public and private payers to handle benefit insurance inquiries.

Interfaces appropriately with insurance administrators, physician offices, patients, and internal personnel.

Complies with all appropriate policies, procedures, safety rules and regulations.

Performs related duties as assigned.

Familiarity with medical terminology, patient diagnosis, and insurance processes.

Assist patient with CoPay Cards for Prescription

Make inbound calls to patients regarding prescription

Prepare, compile, and sort documents for data entry

Accepting scanned patient information and checking information for accuracy and make corrections if necessary.

Update data and delete unnecessary files

Enter data from source document into an electronic data system,

WESTMED Charlotte, NC 06/2014 - 11/2014

Contact Center Agent

Performs office support for departments of clinical practice; scheduling and rescheduling appointments; verifies benefits and assists with various insurance protocol.

Assists patients with patient information; respond to patient inquiries; ensure patient satisfaction, billing

Assist with correcting scheduling errors.

EDUCATION

STRAYER UNIVERSITY Charlotte, NC 07/2017 - Current

Business Administration/Bachelors

BROOKSTONE COLLEGE Charlotte, NC 10/2012 - 12/2013

Medical Office Administration/Diploma

AWARDS AND HONORS: President’s List, Honor Roll, Perfect Attendance, Professional Dress Award, Typist Award, Student of the Month Awards

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