Kenya Sanders
Raleigh
Summary
Dedicated Customer Service Specialist with a proven ability to prioritize and multi-task effectively in fast-paced environments. Collaborative team player contributing to personal and business goals. Recognized for adeptly handling escalated customer support issues with professionalism and efficiency.
Overview
14
14
years of professional experience
Work History
CUSTOMER SERVICE AGENT
GDIT/CSRA
09.2019 - Current
- Assist NC Medicaid providers with NCTracks portal navigation and Medicaid enrollment.
- Research and relay claim/prior approval status.
- Educate providers on Managed Care and resolve credentialing and remittance issues.
- Submit tickets to appropriate departments; respond to provider emails.
- Perform administrative tasks, including working auth code tickets and outbound calls.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
CUSTOMER SERVICE REPRESENTATIVE
CONDUENT
10.2015 - 09.2019
- Supported Humana members with mail order pharmacy benefits.
- Refilled prescriptions, processed overrides, and copayments.
- Managed high-volume call traffic while maintaining service quality and efficiency.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
APPOINTMENT SETTER
CENTRALIZED SHOWING SERVICE
09.2016 - 10.2018
- Answer inquires by clarifying desired information; researching, locating, and providing information
- Scheduled real estate showings via confidential electronic systems.
- Managed inbound/outbound calls with agents, tenants, and sellers.
- Provided accurate information while multitasking in a challenging environment.
- Coordinated appointment schedules, optimizing availability for clients and licensed real estate agents.
- Utilized CRM software to manage client interactions and track appointments efficiently.
NIGHT AUDITOR
DAYS INN
06.2016 - 09.2017
- Managed guest check-ins and check-outs, delivering exceptional customer service during overnight shifts.
- Performed nightly audits, financial balancing, and administrative tasks
- Clerical duties such as filing, scanning, and faxing
- Accounts Payable and receivable
- Maintained clean and presentable reception area to maintain professional business reputation.
- Assisted in preparing nightly audit reports, identifying discrepancies and recommending corrective actions.
VIDEO TRANSCRIPTIONIST
WAKE TECHNICAL COMMUNITY COLLEGE
10.2015 - 02.2016
- Collaborated with faculty to ensure timely delivery of educational materials.
- Handled all media inquiries
- Created and maintained spreadsheets using advanced Excel functions for video requests
- Transcribed video recordings with high accuracy and attention to detail
- Perform other job-related duties as assigned in support of the college's goals and core values.
- Reviewed and edited transcripts for grammatical correctness and coherence.
CUSTOMER CARE SPECIALIST/Subject Matter Expert
Xerox, ACS
10.2011 - 03.2014
- Effectively communicated with different behavior types on the telephone
- Refilled prescriptions (CVS Caremark mail order) Assisted Pharmacist with Overrides and prescription claim processing
- Deescalated supervisor-level calls and effectively resolved complex customer issues with professionalism
- Assisted Physicians with requesting Prior Authorizations and Tier Exceptions for medications on behalf of the member.
- Supported Medicare Part D eligibility and enrollment.
Education
Non-Certified Central Sterile Processing Tech - Certificate of Completion 320 Credit Hours
Wake Technical Community College
06-2025
Early Childhood Education Certificate - EDU 119
Wake Technical Community College
05.2019
Associate of Applied Science - Office Administration
Wake Technical Community College
12-2017
Associate of Applied Science - Medical Office Administration
Wake Technical Community College
05.2017
Certificate - Microsoft Office Specialist
Wake Technical Community College
12.2015
High School Diploma - undefined
Enloe High School
06.2011
Skills
- Self-motivated individual
- Customer service
- Telecommunications expertise
- Information technology
- Call center operations
- Multi-tasking
- Data entry
- Proficient in Microsoft Office
- Effective organizational abilities
- Troubleshooting expertise
- Effective verbal communication
Timeline
CUSTOMER SERVICE AGENT
GDIT/CSRA
09.2019 - Current
APPOINTMENT SETTER
CENTRALIZED SHOWING SERVICE
09.2016 - 10.2018
NIGHT AUDITOR
DAYS INN
06.2016 - 09.2017
CUSTOMER SERVICE REPRESENTATIVE
CONDUENT
10.2015 - 09.2019
VIDEO TRANSCRIPTIONIST
WAKE TECHNICAL COMMUNITY COLLEGE
10.2015 - 02.2016
CUSTOMER CARE SPECIALIST/Subject Matter Expert
Xerox, ACS
10.2011 - 03.2014
Associate of Applied Science - Medical Office Administration
Wake Technical Community College
High School Diploma - undefined
Enloe High School
Non-Certified Central Sterile Processing Tech - Certificate of Completion 320 Credit Hours
Wake Technical Community College
Early Childhood Education Certificate - EDU 119
Wake Technical Community College
Associate of Applied Science - Office Administration
Wake Technical Community College
Certificate - Microsoft Office Specialist
Wake Technical Community College
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