Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Tkeyah Conway

Nashville,TN

Summary

Looking to work with a company that enhances my abilities as a hardworking dedicated individual with over 8 years of experience in Customer Service that is willing to do whatever it takes to get the job done!

Overview

11
11
years of professional experience
4
4
years of post-secondary education

Work History

Account Specialist

Metropolis
05.2023 - Current
  • Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
  • Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
  • Completed routine and complex account updates to resolve problems.
  • Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
  • Resolved billing and payment issues for balanced, accurate accounts.
  • Prepared and submitted timely invoices, statements and payment reminders for customers.
  • Set up new customer accounts and updated existing profiles with latest information.
  • Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
  • Reconciled customer accounts and identified discrepancies for further investigation.
  • Streamlined account setup processes, significantly reducing onboarding time and improving client experience.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.

Underwriter

Aetna, CVS Health Company
Nashville, TN
11.2020 - 05.2023
  • Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
  • Documented underwriting decisions and provided evidence of compliance with applicable regulations.
  • Made approval and denial recommendations by determining accurate risk levels.
  • Supported review, acceptance or denial of new or renewal business after carefully reviewing all information.
  • Met with customers, agents and brokers to negotiate coverage, price, and service delivery.

Customer Service Representative Agent

TriWest Healthcare Alliance
Nashville, TN
06.2016 - 10.2020
  • Is the important first-line of contact with customers, setting the tone for how members, doctors and plan sponsor groups view the company
  • I provide members with the right information at the right time to help them make better decisions about their health and health care
  • Evaluate the eligibility of applicants seeking healthcare coverage
  • Assisted with scheduling healthcare appointments for veterans as well as provide benefit information to the veteran
  • Medical billing and coding
  • Managed customer accounts
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Cross-trained and backed up other customer service managers.
  • Trained new personnel regarding company operations, policies and services.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Customer Service Representative

CGS
Nashville, TN
03.2014 - 03.2016
  • Due to my flexibility and great communication skills I made it easier to do things in a timely and more effective manner.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

Family And Consumer Sciences

Tennessee State University
Nashville, TN
08.2013 - 05.2017

Skills

Data Analysis

Transferable skills, and interpersonal skills

Risk management

Written Communication

Critical Thinking

Training and Development

Data-driven decision-making

Performance Tracking

Operations Management

Team Leadership

Performance Management

Staff Management

Staff Training and Development

Accomplishments

  • The impact I had on this job was due to my flexibility I was able to not only execute tasks within my given area but I was also able to preform tasks in many other departments
  • Education
  • Microsoft (8 years)
  • Medical Terminology (8 years)
  • Customer Service (8 years)
  • Customer Care (8 years)
  • Customer Support
  • Medical Scheduling
  • Medical Coding
  • Underwriting
  • CPT Coding
  • Medical Records

Timeline

Account Specialist

Metropolis
05.2023 - Current

Underwriter

Aetna, CVS Health Company
11.2020 - 05.2023

Customer Service Representative Agent

TriWest Healthcare Alliance
06.2016 - 10.2020

Customer Service Representative

CGS
03.2014 - 03.2016

Family And Consumer Sciences

Tennessee State University
08.2013 - 05.2017

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Tkeyah Conway