Remote Customer Service Specialist
Resume:
Kenshayla Brown
Experienced Customer Service Representative
Jacksonville, FL 32256
*************@*****.***
Professional Summary
Seeking to utilize my Customer Service/Call Center skills in a positive and productive manner where I can excel within a company. I am a proven call center representative with longevity at all positions I have held. I am a strong communicator with active listening skills, ability to multi-task and self-direct and I am able to succeed in a fast paced environment. I am very detailed oriented and great time management skills. Authorized to work in the US for any employer
Work Experience
Patient Support Specialist Supervisor
Cpap Medical-Jacksonville, FL
June 2017 to October 2025
• Primary daily duties is supervision over team answering incoming calls from patients inquiring about their Cpap supplies, devices and billing inquires.
• Update patients demographic information, insurance, and supplies.
• Communicate with patients, physicians, referral sources, and set up technicians via phone, email and faxes.
• Assist patients with equipment and interface (mask)issues/concerns.
• Photocopy, scan, and fax information to different referral services, physicians and facilities.
• Type documents and correspondence to patients.
• Work various reports as needed.
• Process device compliance cards as needed.
• Face to face interaction with patients assisting with mask fittings and education about the overall therapy.
• Quality assurance
Laundry Room Attendant
Red Roof Inns, Inc.-Jacksonville, FL
August 2016 to June 2017
I was hired to run laundry Saturdays & Sundays only from 6am-6pm. That consist of washing all linen, towels and rags. Folding items and making sure the area was properly stored. Depending on lack of staff I have also assist in the front Office with checking in and out. Customer Service Associate/Retention
Comcast-Jacksonville, FL
August 2015 to June 2017
Assist Customers with upgrading/downgrading services provided. Process orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders. Address complaints with the goal of increasing satisfaction and securing renewals or saves. Offer discounts or special deals as needed and within pre-established limits. Assist with transfer & installation of services. Also assist with billing, inquiries & corrections. Assist residents with some technical support issues.
Customer Service Representative
Supervisor of Elections Office-Jacksonville, FL
February 2015 to April 2017
• Answer all inquiries in reference to elections and up and coming elections.
• Assist with early voting and poll/precincts locations.
• Provide information on candidates running in elections.
• Update voter's demographic information.
Customer Service Representative/Contract
Encatria Staffing/incomm Financial Services-Jacksonville, FL April 2014 to November 2014
Answered inbound calls/ emails inquires related to incomm financial service cards, ATM, Visa, MIO, MasterCard, and gift cards.
• Received cardholder Visa card registration calls and order Visa cards via website.
• Performed redemption of PIN for customer with issues using the IVR system.
• Redemption of PIN for Cingular customers based on they had a monthly account and not prepaid account.
• Performed inquires for customers calling regarding their Long Distances calling cards. Reloaded customers LD cards with customer's credit card information.
• Provides customers with inquiries concerning account transactions, merchant information, charge backs, disputes, and escalations.
Customer Support Agent/Contract
Equity Staffing/Optumrx-UHC-Jacksonville, FL
December 2013 to March 2014
Answered incoming calls; assisted members/pharmacies/physicians with orders or refills of medication, benefits eligibility inquiries and prescription status inquiries.
• Assisted pharmacies and members on all issues related to processing of pharmacy claims.
• Make outbound calls on prescriptions with hold orders and payments issues.
• Educate members on benefits, use of plan, formulary, premiums and status of orders, claims or inquiries.
Customer Support Agent/Technical Support
ADT Security Services-Jacksonville, FL
October 2010 to September 2013
Assist residents and small businesses with alarm/surveillance systems also notify and dispatch proper authorities.
• Conferred with customers by telephone and in person to provide information about products and services, entered orders, cancelled accounts, and obtained details of complaints.
• Assisted with troubleshooting of systems and cameras.
• Resolved customers' service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Troubleshoot alarm systems and devices.
• Completed contract forms, prepared change of address records, and issued service discontinuance service using PC.
Externship/Receptionist
Hospital Inpatient Services-Jacksonville, FL
September 2010 to October 2010
Review and run Medicaid/Medicare reports daily.
• Input and verify demographic information.
• Handle mail incoming and outgoing.
• Web searches
Senior Resident Relations Representative
Ista North America-Jacksonville, FL
February 2007 to August 2010
Researched and resolved issues pertaining to 3rd party utility billing in a Call Center environment.
• Referred unresolved customers grievances to designated departments for further investigation.
• Determined charges for service requested using various billing methods, collected deposits and payments, and arrange for billing.
• Contacted customers to respond to inquiries and notified them of claim investigation results and other planned adjustments.
Customer Service/Dispatcher
Gator City Taxi & Shuttle-Jacksonville, FL
August 2004 to February 2007
08/2004-02/2007
• Scheduled and assisted passengers and businesses requesting taxi or shuttle service.
• Handled charge accounts and process payments for local businesses.
• Notified drivers via radio, cell phones, or GPS system.
• Assist, guided and directed drivers to their destinations. Customer Service Representative
Convergy's/Kraft Foods Inc-Jacksonville, FL
January 2000 to June 2004
Handled incoming inquires in call center environment concerning product information.
• Process service order request.
• Assist and educate on product and product usage etc.
• Retrieve and reimburse products/funds.
• Also assist on the emergency assist line.
Education
Medical Coding and Billing (High school or equivalent) Everest University-Jacksonville, FL
October 2010
Upper secondary education
Skills
• Desktop Support
• Medical coding
• Client interaction via phone calls
• CPT coding
• Maintaining patient confidentiality
• Customer Support
• Help Desk
• Direct Support
• Computer operation
• CSR
• Customer Service
• Zoom
• Data entry
• ICD-10
• Appointment scheduling
• Achieving HIPAA compliance - Largest yearly HIPAA compliance rate achieved (90-95%)
• Insurance prior authorization
• Phone etiquette
• Written and oral communications, Organizational skills, 10 Key Alpha/Numeric and 45-50 WPM typing. Various computer programs: Microsoft Word, Excel, Power Point, AS400 and also MS office. Various computer programs: Microsoft Word, Power Point, AS400, Navitas, and also MS Office. ICD-10 and CPT coding, Managed Healthcare and HMO's, Patient Scheduling and Billing, and Medicaid and Medicare claims.
• ICD-9
• Phone communication
• Working with the veteran population
• Call Center
• IVR
• Medical billing
• Documentation review
• Electronic health records (EHR) management
• Insurance verification
• LAN
• Active listening
• Implementation of OSHA safety standards
• Medical terminology
• EMR Systems
Languages
• English
Certifications and Licenses
Medical Billing and Coding
October 2010 to Present
Driver's License
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