KENNEDY BROOKS
McDonough
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
AAA
Remote
01.2024 - 03.2026
- Handle high-volume inbound calls from members requesting emergency roadside assistance.
- Verify membership coverage and explain available benefits and service eligibility.
- Use active listening and problem-solving skills to quickly identify member needs and provide appropriate solutions.
- Document all customer interactions and service requests accurately in real time within company systems.
- Coordinate with service providers and internal teams to ensure timely resolution of roadside requests.
- Maintain professionalism and empathy when assisting members in stressful situations.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Developed strong product knowledge to provide accurate information and support to customers.
Medical Claims Associate
State Farm
Remote
09.2022 - 09.2024
- Assisted policyholders and medical providers with inquiries regarding medical claims, coverage, and claim status.
- Verified insurance coverage and reviewed medical claims to determine eligibility and payment accuracy.
- Explained claim decisions, coverage benefits, and payment details to policyholders and providers.
- Maintained accurate claim documentation and updated records in internal claims management systems.
- Investigated discrepancies and collaborated with adjusters and internal teams to resolve claim issues efficiently.
- Processed insurance claims efficiently, ensuring timely resolution and customer satisfaction.
- Analyzed claim documentation for accuracy, identifying discrepancies and facilitating corrections.
Customer Care Representative
CarMax Auto Finance
Atlanta, Ga
07.2021 - 08.2022
- Handled inbound customer calls regarding loan payments, billing questions, and account inquiries.
- Processed financial transactions including loan payments and account adjustments.
- Investigated misapplied or missing payments and resolved account discrepancies.
- Maintained accurate documentation of customer interactions and account updates in company systems.
- Provided clear explanations of account details, payment options, and billing information.
- Resolved complex customer issues through effective communication and problem-solving techniques.
- Provided exceptional customer support for inquiries regarding auto finance products and services.
Healthcare Customer Service Representative
Chimes Solutions
Stockbridge, Ga
09.2019 - 06.2021
- Assisted customers with insurance policy updates and claims-related inquiries in a call center environment.
- Documented customer interactions and account updates in internal systems.
- Researched account information and collaborated with internal teams to resolve customer concerns.
- Delivered professional customer support while meeting service quality standards.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Delivered exceptional customer support to healthcare clients, resolving inquiries efficiently.
- Streamlined communication processes between patients and healthcare providers, enhancing service quality.
Store Clerk
QuikTrip
Fayetteville, Ga
01.2016 - 08.2019
- Provided customer service in a fast-paced, high-volume retail environment.
- Maintained cleanliness and organization of store displays to enhance customer experience and visibility of products.
- Assisted customers with product questions and ensured a positive customer experience.
- Managed daily inventory levels to ensure product availability and minimize stock discrepancies.
- Operated cash register efficiently, processing customer transactions with accuracy and speed.
Education
High School Diploma -
Fayette County High School
Fayetteville, GA05-2014
Bachelor of Science -
Arizona State University
Tempe, AZ12-2027
Skills
- Customer Service & Member Support
- Call Center Operations
- Inbound Call Handling
- Customer Relationship Management (CRM) Systems
- Benefits & Coverage Explanation
- Insurance Claims Support
- Problem resolution
- Relationship building
- Computer proficiency
- Microsoft Office (Excel, Word, Outlook)
- Problem Solving & Conflict Resolution
- Escalation Handling
- Time Management & Multitasking
- Cross-Team Collaboration
- Critical thinking
- Interpersonal skills
- Active listening
- Data entry
Timeline
Customer Service Representative
AAA
01.2024 - 03.2026
Medical Claims Associate
State Farm
09.2022 - 09.2024
Customer Care Representative
CarMax Auto Finance
07.2021 - 08.2022
Healthcare Customer Service Representative
Chimes Solutions
09.2019 - 06.2021
Store Clerk
QuikTrip
01.2016 - 08.2019
High School Diploma -
Fayette County High School
Bachelor of Science -
Arizona State University