La'kiesha Duncan
Powder Springs
Summary
An experienced, ambitious, and results-oriented health benefits specialist with expertise in records management, risk analysis, and client response. I am a highly driven and hardworking professional who gets the job done right with excellent communication and negotiation skills.
Overview
8
8
years of professional experience
Work History
Remote Customer Service
Truetech
05.2023 - 03.2026
- Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
- Collaborated with cross-functional teams to identify areas of improvement, resulting in enhanced customer satisfaction and service quality.
- Gathered feedback from guests through surveys or direct interaction to continuously improve service offerings based on customer preferences.
- Delivered exceptional customer service by addressing concerns, answering questions, and providing updates throughout each project stage.
Health Benefits Specialist
Everise INC
01.2022 - 01.2023
- Analyzed customer complaints and feedback to identify product and process improvements
- Developed and implemented behavior plans to promote positive behavior changes
- Responsible for developing, maintaining, and reporting departmental goals for quality and continual improvement
- Provided technical support for engineering projects and processes
- Conducted assessments to accurately diagnose and treat mental health disorders
- Assisted with the design and development of new system features
- Processed patient insurance claims and tracked payments
- Assisted customers in selecting items that best suited their needs
- Utilized customer service software to track customer inquiries and complaints
- Developed and maintained customer service quality assurance programs
- Operated cash registers to accurately record customer payments
Purchasing Buyer Agent
Automated Logic
01.2021 - 01.2021
- Prepared and maintained accurate reports on purchasing activities
- Managed the procurement process from the request to delivery of goods and services
- Reviewed contracts for accuracy and completeness to ensure compliance with applicable laws and regulations
- Developed and maintained an inventory control system to ensure the availability of products and services
- Developed and maintained relationships with vendors and suppliers to ensure quality services and products
- Negotiated and executed contracts with vendors and suppliers to ensure competitive pricing
- Researched and compared products, services, and prices to ensure the best value for the organization
- Monitored contract performance and provided advice and guidance to ensure compliance with contractual terms and conditions
- Prepared and maintained contract administration records and reports
Purchasing Administrator
Marietta Eye Center
01.2019 - 01.2020
- Developed and maintained accurate and up-to-date contract databases
- Monitored and tracked contract performance to ensure timely completion of contractual obligations
- Adept in verifying shipment documentation for accuracy and completeness
- Proficient in scheduling and coordinating deliveries and pickups
- Negotiated and drafted contracts for a variety of services and products
- Developed and implemented strategies to ensure compliance with contractual terms and conditions
- Assisted in the negotiation of contracts with vendors and suppliers
Chat Specialist
Floor and Decor
01.2018 - 01.2019
- Educated patients and families on the importance of mental health and wellness
- Collaborated with cross-functional teams to ensure product meets customer requirements
- Assisted patients in understanding financial options for treatment and payment plans
- Investigated and resolved any transportation-related issues in a timely manner
- Improved the inventory management system, leading to a 15% reduction in supply costs
- Collaborated with suppliers and vendors to ensure on-time delivery of supplies
- Resolved customer and vendor claim issues, managed change control processes, and oversaw operational excellence process auditing to ensure quality system compliance
Education
High School Diploma -
Baker High School
Baker, LA05-1998
Skills
- Records Management
- Client Response
- Process Identification
- Accounts Payable
- Logistics Support
- High Call Volume
- Processing Purchase Orders
- Vendor Negotiations
- Microsoft outlook, word, and Excel
- Adherence to high customer service standards
- Handling escalations
- Quick typing
- Empathy display
- Teamwork
Timeline
Remote Customer Service
Truetech
05.2023 - 03.2026
Health Benefits Specialist
Everise INC
01.2022 - 01.2023
Purchasing Buyer Agent
Automated Logic
01.2021 - 01.2021
Purchasing Administrator
Marietta Eye Center
01.2019 - 01.2020
Chat Specialist
Floor and Decor
01.2018 - 01.2019
High School Diploma -
Baker High School