KE’ANA HAYNES

2330 Bellemeade Street Apt 2H

High Point,NC 27263
336-410-3685 keanahaynes@gmail.com

Dear Sir / Madam

Thank you in advance for your consideration of my resume.

My name is Ke’Ana Haynes and I am respectful in request to be considered for the
position you have available that will benefit from my experience and proven skills. I am
eager to demonstrate my skills and abilities, and I am confident your company will
greatly benefit from my administrative/customer service experience, commitment to
achieve, communication ability, and people skills.

I am also confident that I posses the fundamental qualifications necessary to exemplify

the definition of a good employee: sincerity, punctuality, professional personality,
understanding of human nature, ability to get along well with others, flexibility, willing
/quick to learn, readily adapting to changing priorities, self-confidence, requiring little
and/or no supervision. I am also a self-motivated team player with demonstrated
customer service orientation/skills, excellent communication and telephone skills, good
interpersonal skills, organizational abilities, and a solid understanding of the importance
of keeping the appropriate people/management informed.

I am a willing and fast learner with good problem solving skills and I am able to respond
quickly and effectively to customer and management requests. I am consistent in
striving to exceed performance expectations. Given the opportunity, I know I can
perform a highly credible job, for I posses the qualities and qualifications necessary to
fulfill and exceed high expectations.
I would appreciate the opportunity to become a member of your organization’s team and
I promise that I will be a valuable, commendable asset and resource.

Ke’Ana Haynes
Proven team leader hoping to achieve a position in an area with new opportunities and
challenges. To show service to students in a respectful, efficient and professional
/skillful manner and gain the credibility and trust of every student and team member in
an environment that would benefit from Special Education training/course of studies,
computer skills, knowledge of system applications and expertise’s gained from Work
Experience, Quality Service and Customer Care experience and proven performance.

Work Experience:
Customer Service Representative
Alorica -Duke Energy
Greensboro, NC
July 2018-present

• Responds to requests and calls from customers related to client specific programs and products
• Identifies and respond to customer’s needs based on designated procedures of account/client
• Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call related information of each call received for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Up-sold to customer upgrades as necessary

Benefit Advocate
United Health Care
October 5, 2016- July 2018

 Handled escalated calls, resolving more complex customer issues

 Demonstrated outstanding service to identify the source of the caller’s issue and work to resolve
the inquires in a timely and professional manner
 Helped guide and educate customers about the fundamentals and benefits of consumer-driven
health care topics such as selecting the best benefit plan options, maximizing the value of their
health plan benefits and choosing a quality care provider
 Contacted care providers (doctor’s offices) on behalf of the customer to assist with appointment
scheduling or connections with internal specialists for assistance

Representative
Aetna Life Insurance
March 2013 –June 2015

 Triaged resulting rework to appropriate staff.

 Documented and tracked contacts with members, providers and plan sponsors.
 Answered questions and resolves issues based on phone calls/letters from members, providers,
and plan sponsors.
 Explained member's rights and responsibilities in accordance with contract.
 Processed claim referrals, new claim hand offs, nurse reviews, complaints (member/provider),
grievance and appeals (member/provider) via target system.
 Educated providers on our self-service options; Assists providers with credentialing and re-
credentialing issues.
 KE’ANA HAYNES
2330 Bellemeade Street Apt 2H
High Point,NC 27263
336-410-3685 keanahaynes@gmail.com

Customer Service Representative

LabCorp
December 2014-March 2016

 Performed posting of patient information at the set production level.

 Worked billing exceptions report in an electronic format by utilizing the system tools for resolution
or phone calls to the customer for needed billing information and update accordingly.

Customer Service Representative

NCO/UPS
May 2017-June 2018

 Conferred with customers by telephone or in person to provide information about products and
services, to take or enter orders, cancel accounts, or to obtain details of complaints.

Education

High School Graduate- Southern Guilford High School, NC

Skills
Microsoft Word, Powerful Point, Excel, Personal Computer, 10Key/Copier/Fax,
Excellent Customer Service Skills

References:

Tiyana Cureton : 336-801-7097 Aetna Life Insurance

Tiwana Nixon : 336-740-1239 High Point Housing Authority

Thank you in advance for your time and consideration.

Ke’Ana Haynes