Kwanda King
La Vergne
Summary
Seasoned professional with 15 years' experience in data analysis, CRM customization, Expertise in Salesforce software, data validation, and inter-departmental training to enhance business performance. Proven track record in improving customer service processes and implementing solutions through meticulous data auditing and reporting.
Overview
18
18
years of professional experience
Work History
Remote Eligibility Sr Analyst
Cigna
01.2016 - Current
- Conduct cross-training across various departments to ensure comprehensive knowledge transfer and effective new employee onboarding.
- Analyze and implement updates to CRM software, ensuring optimal performance and accuracy.
- Process customer service inquiries and manage communication through both phone and email channels, ensuring detailed documentation within the CRM system.
- Evaluate and enhance internal processes through data audits, contributing to ongoing business performance improvements
Data Entry/Account Administrative Representative
Child Support Office
07.2013 - 04.2015
- Accurately processed and validated critical information inputs into the company database, ensuring data integrity and quality.
- Conducted thorough data analysis using automated systems to maintain and update database records efficiently.
- Collaborated with multiple departments to facilitate timely data entry and generated comprehensive data reports, contributing to operational support and information management.
Customer Services Representative
Comcast
02.2008 - 04.2013
- Resolved intricate customer inquiries by delivering tailored solutions, ensuring satisfaction and fostering loyalty.
- Expanded expertise across several departments to proficiently address service requests through phone, email, and live chat, enhancing response flexibility and support quality.
- Conducted accurate needs assessments, documented interactions in CRM systems, and educated customers on product features and benefits, facilitating informed usage and improving customer experience.
Education
Technical Diploma - Computers
Tennessee Technology
Jackson, TN07.2000
Skills
Live Chat Support
Email Support
Call Documentation
Efficient and Detail-Oriented
Data Entry
Billing
Microsoft Office
Technical Support
Creative Problem Solving
CRM Software
Order and Refund Processing
Medical Insurance Rep
Sales
Salesforce
Understanding Customers Needs
Timeline
Remote Eligibility Sr Analyst
Cigna
01.2016 - Current
Data Entry/Account Administrative Representative
Child Support Office
07.2013 - 04.2015
Customer Services Representative
Comcast
02.2008 - 04.2013
Technical Diploma - Computers
Tennessee Technology