Kimberly Reddick Email & Phone Number

Assisted members with medical and pharmacy inquiries including benefits, eligibility, claims resolution, planselection, enrollment, and self-service options– Answered 25-35 incoming calls daily with a focus on effectiveness, efficiency, quality, customer satisfaction, first-callresolution, and adherence to company standards– Navigated multiple platforms and databases to gather information regarding medical and prescription plans,Claims.– Worked with support resources to resolve complex member issues and escalated issues– Assisted members with navigating Wellsense member websites and applications–Contacted physician offices on behalf of insurance policyholders to assist with appointment schedulingAssist withTA helper line. Providing assistance to call center agentsAdjudicate and reprocess claims that denied incorrectly.

Atlanta, Georgia, United States

Assisted members with medical and pharmacy inquiries including benefits, eligibility, claims resolution, plan selection, enrollment, and self-service options; answered 30-60 incoming calls daily with a focus on effectiveness, efficiency, quality, customer satisfaction, first-call resolution, and adherence to company standards; navigated multiple platforms and databases to gather information regarding medical and prescription plans, flexible spending accounts, claims, clinical programs, health reimbursement accounts, and employer-based rewards; worked with support resources to resolve complex member issues and escalated issues; assisted members with navigating UnitedHealth Group member websites and applications using remote desktop system capabilities; contacted physician offices on behalf of insurance policyholders to assist with appointment scheduling; promoted wellness plans via patient education and improving health care literacy.

Atlanta, Georgia, United States

APS Transportation Department, South Region; produced and delivered electronic and audio communications to APS employees, parents, and students; conducted performance evaluations for direct reports in department of 40-50 personnel; participated in interview process for department new hires; trained incoming new hires on departmental expectations, APS standards, and day-to-day duties; responsible for database maintenance and operational reporting; responsible for payroll processing and timecard management.

Atlanta, Georgia, United States

Maintained operational control of communications for the APS Transportation Department; maintained schedule and dispatch system for buses and coordinated door-to-door departure and arrival times; generated accurate reporting relevant to incidents, accidents, and/or issues regarding student safety; interviewed potential candidates and assisted with onboarding of selected new hires; monitored time and attendance records and maintained timesheets for 100 operators; coordinated schedules and routes for the schools within the district; responsible for invoice management and billing for summer program using TripTracker software; assisted with identifying and maintaining up-to-date information in databases; utilized computerized routing and GPS/AVL software.

Southfield, Michigan, United States

Performed service-level management of DIRECTV technicians for 700+ premises; received, screened, updated, and dispatched installation and repair work orders for U-verse and DIRECTV group; processed work orders to meet service commitments with specific deadlines; extensive customer service experience while operating various systems to communicate with field technicians; responded to inquiries regarding approval or denial of schedule change requests; maintained attendance records for 100+ personnel; served as administrative support for U-verse product line and DIRECTV group; passed Keyboarding Skills Test (KST), Customer Service Assessment, and Telephone Ability Battery.

Detroit, Michigan, United States

Served as Subject-Matter Expert (SME) supporting 250 agents; responsible for nesting newly-hired call center agents prior to entering production; delivered ongoing coaching and provided feedback to agents to increase quality and performance; assisted with quality calibrations to assess root cause analysis (RCA) for improvement; provided technical support for multiple platforms and databases.

Detroit, Michigan, United States

Provided customer service in fast-paced call center work environment; responsible for adherence to required metrics for inbound and outbound customer support; provided technical support to resolve customer concerns or questions; recognized for exceptional customer satisfaction score via Voice of the Customer Net Promoter Score (NPS).

Roseville, Michigan, United States

Responsible for hiring, onboarding, training, and management of 12-person team; developed and implemented various merchandising programs; completed daily billing, collection, closing reports, and payroll processing; B2P management resulting in increased profitability and reduced costs over time.