Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Kalandria Phillips

Thomasville

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Chronic Care Manager - CMA

Nsight Health
12.2024 - Current
  • Managed patient medical records by accurately documenting information in electronic health record systems
  • Collaborated with insurance companies to verify coverage eligibility for patients' medical services
  • Coordinated referrals to specialists or other healthcare providers based on physician recommendations
  • Ensured compliance with HIPAA regulations regarding patient privacy and confidentiality at all times
  • Demonstrated proficiency in using electronic health record (EHR) systems for accurate documentation and retrieval of patient information
  • Assisted with patient billing processes, including verifying insurance coverage and submitting claims

Customer advisor II

Concentrix
02.2024 - Current
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
  • Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
  • Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers
  • Implemented new strategies to improve the overall customer experience, resulting in an XX% increase in customer satisfaction ratings
  • Developed strong relationships with key clients through regular communication and personalized support
  • Utilized CRM software to accurately document interactions with customers and track issue resolution progress

Scale House Operator

Tyson Foods
Camilla
08.2023 - 05.2024
  • Responsible for accurately weighing inbound and outbound trucks carrying raw materials and finished products
  • This position plays a critical role in ensuring efficient operations by maintaining accurate records of incoming and outgoing shipments, coordinating truck traffic, and providing excellent customer service to drivers and vendors
  • The Scale House Attendant will work closely with production and logistics teams to support the flow of materials in and out of the facility
  • Operate electronic scales and weigh trucks accurately as they enter and exit the facility.
  • Record weight information, vehicle identification, and other relevant data in the computerized tracking system.
  • Communicate with truck drivers and vendors to provide instructions, verify paperwork, and ensure compliance with company policies and procedures.
  • Direct incoming trucks to designated areas for unloading and outgoing trucks for loading, coordinating with production and logistics personnel as needed.
  • Assist with paperwork processing, including bills of lading, shipping/receiving documents, and other administrative tasks related to inbound and outbound shipments.
  • Monitor traffic flow and maintain a safe and organized environment in the scale house and surrounding areas.
  • Coordinate with maintenance and operations staff to address any issues or concerns related to scale equipment, traffic flow, or facility access.
  • Provide excellent customer service to drivers, vendors, and internal stakeholders, addressing inquiries, resolving issues, and ensuring a positive experience.
  • Follow established safety protocols and procedures to prevent accidents, injuries, and incidents in the scale house and on the premises.
  • Assist with other duties as assigned by management to support overall plant operations and achieve production goals

Customer Service Representative

Federal Student Aid
03.2023 - 12.2023
  • Conduct outbound calls to customers to provide support and assistance
  • Analyze customer needs and provide appropriate solutions
  • Resolve customer complaints or issues in a timely and professional manner
  • Maintain accurate records of customer interactions and transactions
  • Collaborate with other team members to ensure customer satisfaction
  • Stay up-to-date with product knowledge and company policies

Member Advisor

UnitedHealthcare
05.2021 - 10.2023
  • Familiarizing yourself with and remaining up-to-date with changes in plans and tariffs.
  • Greeting customers in a friendly, professional manner using the suggested script.
  • Answering telephonic and e-mail inquiries in a timely manner.
  • Deferring queries to line manager unable to answer them.
  • Furnishing members and health care practitioners with details regarding members' benefits.
  • Granting pre-authorizations for medical treatment, if covered.
  • Advising members of outstanding co-payments.
  • Providing extant and prospective members with the details of network providers.
  • Canceling members' plans upon their request, or due to recurrent nonpayment, if directed by your line manager.

Medical Assistant

Next Step Health Care
Tallahassee
03.2021 - 07.2022
  • Accurately and timely complete Patient registration.
  • Assist professional staff in provision of quality care
  • Responsible for the maintenance and upkeep of examination rooms
  • Responsible for maintaining patient flow in and out of office
  • Answer and direct phone calls appropriately
  • Perform lab draws and follow up with patient as ordered by physician
  • Create patient charts
  • Responsible for ordering, maintaining, and stocking supplies in an orderly manner

Rural Carrier Associate

Usps mail carrier
Monticello
02.2020 - 12.2020

Caregiver

Legacy Village Assisted Living
Thomasville
07.2019 - 10.2019
  • Exhibited sensitivity and warmth and promoted a concern for the rights of residents.
  • Monitored and documented resident behavioral activity and prescription intake.
  • Provided high level of customer service to patient by using positive communication techniques.
  • Maintained a safe, secure, and healthy environment.
  • Followed HIPAA regulations and used medical terminology effectively.
  • Assisted dementia patients with Activities of Daily Living (ADLS)
  • Monitored blood sugar
  • Trained new employees

Teacher

Joshua's promise
Thomasville
02.2016 - 05.2018
  • Assisting children with assignments and homework, such as reading, writing, and math
  • Preparing learning materials and equipment, such as books, arts and crafts, stationery, and other supplies as needed.
  • Interacting with children to provide guidance, emotional support, and motivation to complete tasks.

Caregiver

Legacy Village
Thomasville
10.2016 - 02.2017
  • Exhibited sensitivity and warmth and promoted a concern for the rights of residents.
  • Monitored and documented resident behavioral activity and prescription intake.
  • Provided high level of customer service to patient by using positive communication techniques.
  • Maintained a safe, secure, and healthy environment.
  • Followed HIPAA regulations and used medical terminology effectively.
  • Assisted dementia patients with Activities of Daily Living (ADLS)
  • Monitored blood sugar
  • Trained new employees

Laundry/Housekeeping

Archbold Memorial Hospital
Thomasville
02.2015 - 11.2016

Education

Bachelor of Science - Health Sciences

Southern New Hampshire University
Hooksett, NH
08-2025

Associate of Science - Medical Administrative Assistant

Ultimate Medical Academy
Clearwater, FL
10-2018

Skills

  • Case assessments
  • Medical chart documentation
  • Care quality assessments
  • Patient education
  • Policy adherence
  • Medication reviews
  • Electronic health records
  • Medical billing
  • HIPAA compliance
  • Patient coordination
  • Insurance verification
  • Patient scheduling
  • Insurance verification mastery
  • Medical terminology proficiency
  • Medical records management
  • Patient flow management
  • Insurance claims handling
  • Charting and clinical documentation
  • Medical coding
  • Data entry efficiency

Certification

  • Medical assistant
  • Registered Behavior Tech
  • Certified Mortgage Inspector

References

References available upon request.

Timeline

Chronic Care Manager - CMA

Nsight Health
12.2024 - Current

Customer advisor II

Concentrix
02.2024 - Current

Scale House Operator

Tyson Foods
08.2023 - 05.2024

Customer Service Representative

Federal Student Aid
03.2023 - 12.2023

Member Advisor

UnitedHealthcare
05.2021 - 10.2023

Medical Assistant

Next Step Health Care
03.2021 - 07.2022

Rural Carrier Associate

Usps mail carrier
02.2020 - 12.2020

Caregiver

Legacy Village Assisted Living
07.2019 - 10.2019

Caregiver

Legacy Village
10.2016 - 02.2017

Teacher

Joshua's promise
02.2016 - 05.2018

Laundry/Housekeeping

Archbold Memorial Hospital
02.2015 - 11.2016

Bachelor of Science - Health Sciences

Southern New Hampshire University

Associate of Science - Medical Administrative Assistant

Ultimate Medical Academy

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Kalandria Phillips