Customer Service Call Center
Resume:
KIYAWNA BYRD
C U S T OMER S E R V I C E R E P R E S E N T A T I V E
CORE
COMPETENCIES
Medicaid Eligibility &
Health Plan Enrollment
Remote Customer
Service & Call Center
Operations
HIPAA Compliance &
Confidential Data
Handling
Application Review &
Documentation
Management
Inbound Call Support &
High-Volume Phone
Systems
Case Management &
Client Follow-Up
Administrative Assistance
& Office Coordination
`CRM Systems & State
Eligibility Platforms
Interviewing & Needs
Assessment
Policy Interpretation &
Regulatory Compliance
Customer Ed ucation &
Program Navigation
EDUCATION
Denbigh High School – Newport
News, VA
High School Diploma, 1997
Focus: Computer Literacy
Coursework: Keyboarding,
Programming, Computer
Information Systems
PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE, MAXIMUS OCT 2024– DEC 2024 Newport News, VA
• Responded to high-volume inbound calls from the general public, enrollees, and authorized representatives.
• Provided accurate information regarding Medicaid services, eligibility, and benefits.
• Ensured strict compliance with HIPAA, confidentiality standards, and company protocols.
• Documented call activity using internal systems and escalated complex issues to supervisors.
• Consistently met or exceeded performance metrics including quality assurance and call handling times.
MEDICAID ELIGIBILITY SPECIALIST, MAXIMUS JUN 2023 – OCT 2024 Newport News, VA
• Reviewed and processed Medicaid applications to determine client eligibility based on income, assets, household size, and state/federal criteria.
• Conducted interviews with applicants to collect and verify supporting documentation.
• Used eligibility systems and state databases to make timely and accurate determinations.
• Communicated approval or denial outcomes clearly, providing guidance on next steps.
• Maintained compliance with all state and federal Medicaid regulations and deadlines
HEALTH PLAN ENROLLMENT SPECIALIST, MAXIMUS SEPT 2018 – JUN 2023 Newport News, VA
• Assisted individuals with selecting and enrolling in Medicaid managed care plans.
• Educated clients on available health plan options based on needs and eligibility.
• Verified Medicaid coverage status and ensured applications were submitted correctly.
• Supported beneficiaries throughout the enrollment cycle to maintain ongoing care access.
• Provided culturally sensitive customer service to diverse populations, improving health literacy and satisfaction.
PROFESSIONAL PROFILE
Experienced and reliable Administrative and Customer Service professional with over 7 years of hands-on experience supporting business operations, training personnel, and delivering exceptional customer experiences. Proven expertise in handling inbound and outbound communication, organizing information systems, resolving complex client concerns, and supporting team-wide productivity. Known for working well under pressure, maintaining confidentiality, and contributing to a positive workplace culture. Seeking to bring my strong work ethic and communication skills to a remote customer service or administrative position.
**********@*****.***
Newport News, VA
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