Service Representative Care

KENO L. GRAY

**** ***** ****** ***** # **** • San Diego, California 92108

619-***-**** • mobile: 619-***-****• *********@*****.***

EMPLOYMENT OBJECTIVE

Remote, Work-From-Home Position in Customer Service / Customer Care, leveraging my extensive experience in a multi-tasking and team-oriented environment.

SUMMARY OF QUALIFICATIONS

Recent 9+ years’ solid experience in a call center environment, taking customer calls regarding: online public records, healthcare/medical records/invoicing, background check search memberships, and financial/investment services. Constantly resolved a variety of issues, and provided a friendly, professional presence to put the customer at ease and make them feel their problem was resolved satisfactorily and courteously by the end of the call. Most recent experience is in the healthcare sector, addressing a variety of patient and provider issues. As a result of an accident, was on disability as of 30 September 2018; returned to work October 2019 until layoff due to Covid-19 in April 2020. Have worked as onsite and remote healthcare insurance customer care representative since.

PROFESSIONAL EXPERIENCE

MAGELLAN HEALTH, INC. (Contingent worker – Amerit Consulting)

11020 White Rock Rd, Ste 200, Ranch Cordova, CA 95670 - Dec 2021-Feb 2023

(REMOTE) – Customer Care Associate, working from home. Received calls from patients, pharmacies and prescribers affiliated with Medi-Cal RX. Utilized extensive knowledge of Medi-Cal eligibility requirements, processes and protocols. Resolved literally thousands of issues regarding coverage for specific medications. Continued to expand knowledge base while doing my best to ensure one-call resolution for all callers. Consistently achieved high QA scores and excellent caller survey results.

AMERICAN SPECIALTY HEALTH, INC. (Contingent worker – Suna Solutions)

10221 Wateridge Circle, San Diego, CA 92121 October 2019-April 2020

Benefits Service Representative: Answered incoming calls from members of health plans such as Kaiser, Cigna, Blue Cross/Blue Shield, Anthem and others regarding eligibility and enrollment into the Active & Fit Direct program, providing access to over 10,000 fitness centers across the nation. Assisted callers in determining eligibility and enrolling and making changes to their memberships. Resolved a wide variety of questions and issues. Was terminated due to Covid-19 and out of work until Dec 2021.

WILLIS TOWERS WATSON, INC. (Contingent worker from Randstad Services)

10955 Vista Sorrento Parkway, San Diego, CA 92130 July – September 2018

Benefits Service Representative: Processed enrollment of Amazon employees via inbound calls. Required meticulous attention to detail in thoroughly covering available benefits and assisting callers with making benefit choices. Addressed numerous other caller issues. Received official “kudos” from callers for my handling of their calls.

LPL FINANCIAL, INC. (Contingent worker from Randstad Technologies)

4707 Executive Drive, San Diego, CA 92121 December 2017 – April 2018

KENO L. GRAY

619-***-**** • mobile: 619-***-****• *********@*****.***

Client Services Representative: Received calls from clients regarding a variety of mailings and issues. These included: transferring/closing accounts, obtaining a financial advisor,

clarification of a variety of letters sent to clients, and explaining clients’ options in a clear, concise manner, without use of financial jargon. Demonstrated ability to put clients at ease and comfortable with their options and with the company’s financial products. Coordinated calls smoothly with second-tier support client services specialists to further assist clients.

SHARECARE, INC. (Contingent worker from Kforce)

8344 Clairemont Mesa Blvd., San Diego, CA 92123 June – November 2017

Credit/Collections Representative: Temporary assignment reviewing heathcare customer invoices and FAXing to customers. Required strict attention to detail, as invoices had to be reviewed to ensure pricing was correct in accordance with the laws of the state in which the customer was located. Also inspected invoices to ensure HIPAA compliance. High productivity with 350 to 400 invoices reviewed and FAXed by me each day.

PHONE WARE, INC. January – June 2017 8902 Activity Road, San Diego, CA 92126

Customer Service Representative (CSR - Temp): Duties included processing payments by inbound callers, making payment arrangements and addressing a variety of customer issues.

(Came out of Retirement to return to workforce)

INTELICARE DIRECT (ICD) October 2013 – November 2016

9596 Chesapeake Drive, Suite A, San Diego, CA 92123

Member Care Representative (MCR): Performed MCR duties for inbound customer calls regarding Instant Checkmate and Truthfinder public records online search products. Accomplishments include the following:

Resolved all customer concerns, including: 1) account cancellation, 2) negotiating refunds, 3) providing technical instruction on the use of the online product, 4) addressing any other concerns or questions from the customer regarding the product.

Was ranked in the “Top Ten” several times (of over 150 MCRs at the 3 call centers operated by the company). Ranked # 1 twice, and also twice won the monthly award for fewest chargebacks of all MCRs.

Demonstrated ability to consistently put customers at ease with product. Approximately 4 – 5 per day who had called to demand a refund because they were frustrated with difficulty using the product were happy with the product once the call was completed.

RETIRED October 2009 – October 2013

After leaving previous employer, explored possible entrepreneurial opportunities, most notably various Real Estate, financial services and private lender programs. No actual business was conducted nor business nor employment income earned during this period.

SCIENCE APPLICATIONS INTERNATIONAL CORP (SAIC) Apr 1998 – Oct 2009

4050 Hancock Street, San Diego, CA 92110

Technical Writer

Worked as a Technical Writer on a variety of projects during my employment, primarily Department of Defense (DoD) programs. Although it was a technical environment, I first developed my customer service skills on during this time.

In this environment, I gained expertise on dealing effectively with customer questions and objections.

KENO L. GRAY

619-***-**** • mobile: 619-***-****• *********@*****.***

PREVIOUS EMPLOYERS (prior to SAIC)

Librascope Corporation, Cubic Corporation. Details available on request.

EDUCATION

Bachelor of Arts in Physics

San Diego State University, San Diego, California

MILITARY SERVICE VETERAN – Former Officer, U.S. Air Force

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