Customer Service Quality Control

Keyondra Mangham

Atlanta, GA • ***************@*****.*** • 404-***-****

Dedicated professional with demonstrated strengths in customer service, time management and trend tracking

SKILLS

Customer Service

Medication Management

Insurance Verification

Clinical Documentation

Workers’ Compensation

Staff Training & Development

Quality Control

Manufacturing & Logistics

Special Needs Education

Residential Care

Underwriting

Direct Patient Care

Paraprofessional

Cerner EMR Software

EDUCATION/CERTIFICATIONS

Healthcare Management, AAS 2018-2020

Ultimate Medical Academy

Forklift Certification 2025

City of Refuge

Certified Nursing Assistant

Atlanta Job Corp Regional Atlanta, GA 2012-2013

WORK EXPERIENCE

Paraprofessional 2022– Present

Dekalb County Schools Atlanta, GA

Assisted students in increasing reading comprehension scores by 20% in 4 months.

Ensured that students' IEP accommodations were not met but consistently exceeded, maintaining an unwavering commitment to excellence in catering to the unique needs of each student.

Delivered comprehensive teaching services to over 1000 special education students. Including the creation and implementation of hundreds of lesson plans to address each student's specific learning requirements and abilities.

Directed instruction for successful education system

Work with kids of multiple ages groups.

Implemented a new online curriculum due to Covid-19 with almost 100% engagement rate

Switcher & Loader 2023-2024

FedEx Ground Ellenwood, GA

Documented and recorded trailor movements, using Yard Management Systems or Switcher Cards

Pre-trip inspections

Adhere to safety regulations within the yard

Navigating trailors to optimize loading and unloading operations

Communicated via dispatcher for trailor location

Loading and unloading trailors

Sealing dock doors

Scanning packages

Warehouse Positions 2022-2024

Smith Personall Solution Union City, GA

Fulfilling logistics behind receiving, processing, and storing inventory according to purchase orders and store policy.

Adhere to company policy and safety regulations

Ensuring timely delivery and loss prevention.

Storing products, receiving incoming deliveries, scanning items, managing stock, and maintaining warehouse cleanliness.

Inspecting products for defects or damages.

Assembling and packaging products related to orders.

Accurately filling customer orders

Bus Operator 2016-2022

Atlanta Public School Atlanta, GA

Maintained an accident-free driving record over 5 years with over 20,000 miles driven annually

Implemented behavior management techniques to maintain a safe and respectful environment for all students onboard

Maintained 100% on-time performance record for daily routes, resulting in high customer satisfaction

Demonstrated strong adherence to safety procedures and policies, resulting in a 100% compliance rating for safety protocols

Maintained accurate records of daily routes and mileage

Collaborated with dispatchers and other drivers to optimize delivery routes, resulting in a 15% reduction in travel time

Trained new drivers on company policies and procedures, resulting in a 25% reduction in training time for new hires

Pharmacy Tech 2021-2022

Wal-Mart Pharmacy Decatur, GA

Manage a team of eight pharmacy technicians, deliver training on SOPs, and coordinate with the pharmacist to improve pharmacy operations, resulting in a 10% reduction in average wait times and a 20% increase in customer satisfaction

Process all incoming prescriptions for a high-traffic pharmacy with 250-300 customers daily and ensure accuracy during data entry

Deliver quality customer service, prepare prescriptions, field inquiries, escalate issues to the Pharmacist, and achieve a 92% customer satisfaction rating

Provide enthusiastic customer service while evaluating and resolving all customer issues

Insurance verification

Senior Medical Consultant 2018

Med Side Healthcare • Sandy Springs, GA

Effectively instructed and educated families and visitors on logistics of hospital procedures in accordance with policy

Assisting with required forms, policy, and procedures, and hiring staff to make the facility operational.

Advocated by responding to, resolving, and escalating complex claim issues with internal and external resources

Weekly productivity over 150%; always top producer or 1/3 top nurses out of 100.

Responded to 90% of phone calls within one working day or in accordance with office standards

Contacted referrals and patients to schedule equipment deliveries or to obtain needed medical documentation

Record patients' medical information and vital signs.

Assist business owners over the phone and chat with completion of underwriting applications

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