Experience

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  Kaiser Permanente

  • Quality Assurance Analyst

    • Aug 2016 - Present

    Analyst monitoring Member Services personnel to ensure compliance and maintenance of quality standards

  • Health Plan Service Specialist-Interim Team Manager

    • Feb 2016 - Aug 2016

    Guided customer service representatives through coaching of content, practices in efficiency, and ensured maintenance of compliance and company standards. Performed support duties for team managers. Maintained teams in the absence of team managers.

  • Customer Service Representative

    • May 2014 - Feb 2016

    Consistently provided excellent customer service while efficiently serving the needs of Kaiser Permanente’s member base. Maintained Quality Assurance score above the standard. Trained in southern California claims, Medicare, Health Care Reform, and Escalation queues. Also supported member needs through the KANA email system. One of the first four associates selected to pilot the Chat Captain program for the Fulton site and continued to provide support to fellow associates through the Chat Captain program.

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  Myriddian, LLC

  • Fulton, MD

  • Customer Service Representative

    • Jun 2013 - May 2014
    • Fulton, MD

    Operated as support for Kaiser Permanente's member base, as a temporary/contracted worker through Myriddian, LLC.

• 

  Lowe's Companies, Inc.

  • Elkridge, MD

  • Customer Service/Head Cashier

    • Aug 2009 - Aug 2010
    • Elkridge, MD

    Served customers by handling requests and complaints and maintained professional work practices. Also managed cashiers, breaks and meals, responded to and managed high-stress situations, and handled, managed and accounted for tens of thousands of dollars. Applied knowledge of phone etiquette and...

• 

  Starbucks

  • Columbia, MD

  • Barista/Shift Manager

    • Oct 2008 - Jul 2009
    • Columbia, MD

    Handled customer care, concerns, and related issues, sales, and handled thousands of dollars daily. Managed baristas, shift work, and meals and breaks. Was accountable for and balanced records of sales to funds in store safe. Maintained inventory organization and overcame shortfalls through commu...

• 

  United States Air Force

  • McConnell AFB, KS

  • Jet Engine Specialist

    • May 2002 - Dec 2003
    • McConnell AFB, KS

    Completed Basic Training and Technical School. Acquired and maintained a Secret level Security Clearance. Proficient in hand and power tool usage and care. Worked as a team to complete engine tasks, maintenance, and repairs in a high stress environment to maintain compliance with Strategic Air Co...