Kenya Baker Email & Phone Number

Indianapolis, In, Us

United States

Indianapolis, Indiana, United States

Conducted thorough investigations of unemployment insurance claims to determine eligibility, ensuring compliance with federal and state regulations.Collected relevant information and documentation from claimants, employers, and other sources to support investigation findings.Analyzed and interpreted unemployment insurance laws and policies to apply them correctly during investigations.Interviewed claimants and employers to gather additional information regarding claims, including employment history and reasons for unemployment.Prepared detailed reports outlining investigation findings and recommendations regarding claim eligibility.Responded to inquiries from claimants, employers, the claims process and investigation outcomes.Testified in administrative hearings regarding claims findings and decisions.Kept accurate and confidential records of investigations and findings, ensuring data integrity and security.

Indianapolis, Indiana, United States

Handled customer inquiries via phone, email, or chat regarding health insurance products, benefits, claims, and services.Educated customers about their health insurance plans, coverage options, deductibles, co-pays, and other relevant information.Helped customers understand their claims status, resolve issues, and guide them through the claims process.Maintained accurate customer records in the database, including personal information, claims status, and interactions.Used internal systems and software to retrieve information, process requests, and document customer interactions.Adhered to company policies, procedures, and regulatory guidelines while assisting customers.Worked with colleagues and other departments to resolve complex issues and enhance overall customer experience.Stayed updated on changes in health insurance regulations, company policies, and product offerings through ongoing training and development.

Indianapolis, Indiana, United States

Gathered contact information from various sources, including databases, social media platforms, and public records.Ensured the accuracy and validity of contact information, which may involve cross-referencing data against multiple sources or using verification tools.Input of collected data into databases or CRM systems and maintaining accurate records.Utilized research tools and methodologies to locate and compile relevant contact information for specific projects or clients.Worked with other team members and departments to align on goals, share findings, and improve overall data management strategies.Adhered to data protection regulations and company policies regarding data privacy and security.

Fremont, California, United States

Provided assistance to customers using TurboTax software through various communication channels (phone, chat, email). Address customer inquiries, concerns, and technical issues.Diagnosed and resolved technical problems related to the TurboTax product, including software installation, functionality, and user errors.Maintained a thorough understanding of TurboTax products, including tax laws, features, and updates, to effectively assist customers and provide accurate information.Educated customers on how to use TurboTax effectively, including navigation tips, feature explanations, and troubleshooting steps.Recorded and tracked customer interactions and issues in the support system to ensure timely follow-up and resolution.Identified and escalated complex issues to appropriate teams or higher-level support when necessary.Gathered customer feedback on product performance and user experience, and relayed insights to the product development team.Ensured that all customer support actions comply with company policies and maintain the accuracy of customer data.Stayed updated on changes in tax laws, software updates, and technical advancements to provide knowledgeable support.Worked closely with team members and other departments to ensure a cohesive support experience for customers.

Indianapolis, Indiana, United States

Established clear, achievable objectives for the team that align with the overall organizational goals.Facilitated open lines of communication within the team, ensuring that all members are informed, engaged, and have the opportunity to voice their ideas and concerns.Encouraged and motivated team members to perform at their best, providing support and guidance where needed.Assigned tasks based on team members’ strengths and skills, ensuring that the workload is balanced and that everyone has a role to play.Provided ongoing feedback and coaching to team members to help them grow professionally, improving their skills and performance.Addressed and resolved conflicts within the team promptly and effectively, fostering a positive working environment.Tracked the progress of the team toward its goals, analyzing performance metrics, and making adjustments as necessary.Encouraged collaboration among team members and fostering a sense of teamwork and unity.Provided updates and reports to upper management on the team’s progress, challenges, and accomplishments.Identified issues as they raised and worked with the team to develop solutions, ensuring that obstacles were addressed efficiently.Ensured that the team had the necessary resources, tools, and support to succeed in their tasks.Acknowledged and celebrated the accomplishments of team members, fostering a positive team culture.

Indianapolis, Indiana, United States

Listened to recorded and live calls to evaluate agent performance, customer interactions, and compliance with company guidelines.Delivered constructive feedback to agents based on evaluations, highlighting strengths and areas for improvement.Documented findings from call evaluations and generating reports for management to track performance trends and identify training needs.Assisted with developing and maintaining quality assurance policies and procedures to ensure consistency in customer service delivery.Worked closely with team leaders, supervisors, and HR to address performance issues and foster a culture of continuous improvement.Reviewed customer feedback and survey results to gain insights into service quality and customer satisfaction.Maintained knowledge of company products, services, and industry trends to accurately assess calls and provide relevant feedback.

Indianapolis, Indiana, United States

Developed a thorough understanding of the product, including its features, functionalities, and technical specifications.Stayed current with product updates, enhancements, and industry trends.Served as a primary resource for customer support teams, providing guidance and expertise on product-related inquiries and issues.Assisted in resolving complex customer issues that require in-depth product knowledge.

Indianapolis, Indiana, United States

Resolved inbound customer inquiries via various channels (phone, email, chat) and provided timely assistance.Troubleshooted and resolved product-related issues by guiding customers through solutions with 100% resolution rate.Stayed updated on product features, functionalities, and updates to provide accurate information to customers.Educate customers on product usage, best practices, and new features.Collaborated with product management to resolve complex issues and ensure customer needs are met.Identified and escalated complex or unresolved issues to higher-level support or specialist teams as necessary.Met company-defined performance metrics, such as response times, resolution times, and customer satisfaction scores.Engaged in ongoing training and development to improve product knowledge and customer service skills.