Kentoria Wright
Durham
Summary
Dynamic customer service professional with a proven track record at Globe Life And Accident Insurance Company, excelling in complaint resolution and loan processing. Recognized for exceeding KPIs and enhancing team efficiency through effective communication and relationship building. Committed to delivering exceptional service while maintaining compliance with industry standards.
Overview
7
7
years of professional experience
Work History
Broker Support Representative
Teleperformance USA
Durham
09.2025 - Current
- Managed distribution of identification cards to Medicaid and Medicare members.
- Supported brokers with eligibility checks for Medicaid and Medicare programs.
- Handled member verification requests on behalf of brokers swiftly.
- Facilitated onboarding invitations for WellCare product offerings.
- Executed provider and formulary lookups to support plan compliance.
- Processed changes in primary care assignments for members efficiently.
Customer Service Representative
Globe Life And Accident Insurance Company
04.2023 - 03.2024
- Utilized strong soft skills to provide exceptional customer service to clients.
- Processed payments
- Educated team members on how to lower Average Handling Time (AHT) for customer inquiries and concerns
- Assisted supervisor with drafting and reviewing team communication letters, ensuring clarity and professionalism in all correspondence
- Provided insurance quotes to customers, demonstrating comprehensive knowledge of available products and services
- Processed loan applications, adhering to company policies and regulatory requirements to facilitate smooth transactions for clients
- Exceeded Key Performance Indicators (KPIs) related to customer service, efficiency, and productivity
Small Business Owner
Queen Z's Creations
07.2021 - 04.2023
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations
- Managed daily operations for a successful small business, ensuring efficient processes and quality services
- Promoted business via social media to generate leads and maximize brand identity
- Researched trends and current innovations to determine competition and develop competitive pricing points
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices
- Handcrafted and fulfilled 900+ orders within 2 years
Cook
UNC-Chapel Hill
08.2018 - 03.2020
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations
- Prepared meals efficiently under time constraints for timely service during peak hours
- Demonstrated strong multitasking skills, managing multiple dishes simultaneously without sacrificing quality or presentation
- Prepared food items in compliance with recipes and portioning control guidelines
- Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly
Education
No Degree - Culinary Arts
The Chef's Academy
MorrisvilleSkills
- Account updating
- Deescalation
- Active Listening
- Customer education
- Call center operations
- Order processing
- HIPAA Compliance
- Payment processing
Gap in Employment
In early 2020, I was placed on unemployment due to the widespread economic impact of the COVID-19 pandemic. During this time, I welcomed my daughter in December 2020 and made the intentional decision to focus on full-time parenting for her early development and well-being.
While at home, I leveraged this period to develop and launch a seasonal e-commerce business, gaining hands-on experience in digital marketing, customer service, and small business operations. As the business proved to be most successful during peak holiday seasons, I later transitioned my daughter to daycare and re-entered the workforce.
I joined Globe Life Insurance in a full-time capacity, but had to leave the role in March 2024 due to an unexpected relocation. Since then, I have been actively seeking new employment opportunities that align with my skills, experience, and long-term career goals.
References
Shonn Johnson
862-763-7511
cfshonny@aol.com
Shantel Brown
919-282-8643
Timeline
Broker Support Representative
Teleperformance USA
09.2025 - Current
Customer Service Representative
Globe Life And Accident Insurance Company
04.2023 - 03.2024
Small Business Owner
Queen Z's Creations
07.2021 - 04.2023
Cook
UNC-Chapel Hill
08.2018 - 03.2020
No Degree - Culinary Arts
The Chef's Academy