Takisha Walker 

Mswalker0503@gmail.com

Topeka, Kansas 

WORK EXPERIENCE

Papa (Remote) 

Nov 2021- Jan 2022

Member Outreach Specialist

• Managing high call volume to keep phone traffic flowing
• Engaging with customers, listening and uncovering their needs while making recommendations and maximizing revenue for Papa
• Conducting a proactive, consultative needs analysis on new and existing customers while also identifying and including the development of customer-centric product solutions
• Provide the highest level of customer service while hitting benchmarks and converting outbound calls into a scheduled visit
• Handling and conducting phone duties in a timely and professional manner in accordance with company policies and procedures
• Achieving member engagement standards set for the department by following the established departmental policies and procedures
• Responding to customer complaints in a professional manner and attempting to resolve objections in accordance with established guidelines
• Multitasking and operating several applications along with proficiency in G-Suite
• The ability to operate in a fast-paced environment and possessing excellent verbal and written communication skills

Allstate (Remote/Contract) (Manpower)

Sept 2021 – Nov 2021

Insurance Claims Processor 

• Responsible for handling insurance claims
• Review claim submissions, obtain and verify information 
• Correspond with insurance agents and beneficiaries and process claims
• Verifying insurance coverage, and reviewing insurance cases
• Check for mortgage companies added to payments, marriage and death certificates, perils and deductibles
• Approve claims, and issue an eventual payout after investigating it, or denying the claim

Business Technology Career Opportunities (BTCO)

May 2021 – Sept 2021

Mailroom Clerk

• Accept daily delivery of mail and ship outgoing materials as needed
• Identify suspicious mail and follow proper procedures for handling such mail
• Complete information specifying why the application was returned to the applicant
• Divide returned mail into four categories, out of state forwarding address, passive no forwarding address
• Mail single applications or reviews as requested
• Date stamp all mail according to KDHE specifications
• Ensure case related incoming mail is imaged to the correct case file.
• Ensure case files are reviewed and imaged according to KDHE specifications
• Develop and utilize an electronic incoming mail log which tracks the type of mail by date received and the disposition of such mail  
• Stack, label, organize and pack boxes for archived client information and applications , load and unload trucks of office supplies including copy paper, staples, rubberbands, paperclips, applications, envelopes, brochures etc.

Guardian Life Insurance (Remote) – Topeka, KS

Jan 2021 – May 2021

Intake Specialist/Customer Service Representative

• Demonstrate being a company representative by delivering knowledgeable and exceptional customer service for the contact center remotely
• Discuss situations in Teams to solve customer issues as well as utilizing other systems: Oracle Service Cloud, Panorama, iProcess, Claimfacts, etc
• Build rapport and relationships with Guardian members and providers by ensuring their needs are met properly and in a timely manner.
• Receive questions and inquiries via phone from providers and members answered on a satisfactory fashion

Conduent (Contract) – Topeka, KS 

Customer Service Representative 

Aug 2020 – Jan 2021

• Analyze the initial applications (for Family Medical programs) and supporting  documentation provided by applicants. 
• Reviews applications submitted and enters applicant information within the Kansas  Economic and Enforcement System (KEES). 
• Verifies data in support of the Medical application  
• Researches and analyzes issues and ensures sufficient information is available to make  decisions on next steps. 
• Conducts additional searches to extract accurate data and inputs the same. • Completes assignments using multiple source documents to verify data or use additional  information to do the work. 
• Follow up on pending documents involving analysis. 
• Returns erroneous electronic data forms to the customer for additional information
• Attend training as assigned to develop and enhance current understanding of Kansas  Medicaid eligibility programs. Through training and experience, begin to develop expertise  in additional areas of determination categories. 
• Maintain with up-to-date knowledge of regulations, policies, and guidelines 

KOHL’S – Topeka, KS  

Production Associate, Customer Service/Online Picker and Packer  

May 2019 – April 2020

• Foster and demonstrate a positive team environment as well as provide excellent customer  service by acknowledging, assisting, and thanking customers 
• Efficiently transfer store items to and from the sales floor and place them in bins, on  shelves, or racks. Set displays for merchandising and tag, mark, and/or code merchandise  for clearance/sale.
• Assist at cash registers, fitting rooms, Amazon Return Center, Koh’s Online Pick Up Center  /Online Ship to Store as well as retrieving shopping carts and fallen merchandise. • Unload all store merchandise from weekly trucks and scan, process and distribute into the  store and/or onto the sales floor  

Constellation Energy (Contract) 

Administrative Assistant 

Jan 2019 – May 2019 

• Provide general office and secretarial support to the Supervisor, including typing, answer  phones, file maintenance, and office support functions. 
• • Participate in handling special projects as appreciated. 
• • Relieves supervisor of clerical work and minor administrative and business detail • Relies on experience and judgement to plan and accomplish goals and varieties of  complicated tasks. 
• • Performs any prep work required to the documents before scanning, loads the pages, scans  them, and checks quality throughout the process. 
• • Copying documents on a photocopier, then assembling and binding the publications, faxing  and filing 

KDHE Personnel Services (Contract) 

Senior Administrative Assistant 

July 2018 – Jan 2019

• Prepare hire letter and mail hire packets to selected candidates  
• Process incoming mail on a daily basis and incoming calls from New Hired employees as well  as interview prospects.  
• Assist in processing new hires, as well as creating official personnel files and orientation  packets and answering  
• File old personnel documents and prepare for shipping as well as processing incoming  applications 
• Experience with printer, copier, desktop computers, scanner, Microsoft Office software 
• Displays excellent communication skills and an understanding behavior to establish an  atmosphere in which all contacts with the agency are positive. 
• Navigate through KEES, ImageNow, software system and utilize resources to make sure  client application is sent through properly and promptly 
• Review and revise client applications and update all changes (addition to the family plan,  address, phone number, name, and/or income change) for medical redetermination
• Compile, sort and verify the accuracy of data before it is entered 

KDHE – Kansas Department of Health and Environment  (Contract) 

Medical Registrar 

June 2016 – July 2018 

• Register all clients (single, families, and elderly) applications and set them in queue for  determination  
• Review and revise client applications and update all changes (addition to the family plan,  address, phone number, name, and/or income change) for medical redetermination
•  Navigate through KEES software system and utilize all resources to make sure client  application is sent through properly and promptly 
• Adapting and training for changes within the job description to maintain job accuracy and  proficiency 

Document Scanner (Topeka Museum) 

• Compile, sort and verify the accuracy of data before it is entered 
• Performs any prep work required to the documents before scanning, loads the pages, scan, and checks quality throughout the process. 
• Copying documents on a photocopier, then assembling and binding the publications, faxing, and filing. 

Teletech 

Customer Service Coordinator 

July 2012 – June  2016 

• Monitored work queues and distribution of adequate workload coverage • Ensured departmental goals are achieved and maintained 
• Provided immediate feedback to supervisors and managers of individual customer service  representatives performance issues 
• Interviewed customer service representative candidates and made hiring recommendations  to supervisors and managers 
• Worked backup calls by receiving incoming calls from customers needing assistance with  postal zip codes, package inquires, address changes, post office locations, and/or other  general postal inquires

GE Capital Card Services 

Customer Service Representative 

June 2009 – July 2012 

• Responsible for answering all inbounds calls accordingly to maintain proper and accurate  telephone service 
• Communicate effectively with callers to understand issues, inquires, requests and input  data into computer software application  
• Transfer calls through multi-line telephone console accordance with established procedures  Responsible for applying and/or denying approval codes, credit increases, address changes,  new card activations, bill payments  
• Compile, sort and verify the accuracy of data before it is entered  
• Performs any prep work required to the documents before scanning, loads the pages, scans  them, and checks quality throughout the process.  
• Copying documents on a photocopier, then assembling and binding the publications, faxing,  and filing. 

EDUCATION: F.L. Schlagle High School – Kansas City, KS  

SKILLS: Microsoft Office, WordPerfect, Windows Vista, Windows XP, Microsoft Word, Internet  Explorer, Mozilla, Firefox, Microsoft Outlook, Excel (Spreadsheet), PowerPoint, Adobe Reader,  Photo Shop, Print Shop, (10+ years), Data Entry, 35 wpm, 10-key (10+ years), Google Docs, Google  Drive, Knowledge of all office machinery including computer program navigation, scanner, printer,  fax machine. Filing alphabetically, numerically, and chronologically. Proofreading as well as  checking and sending emails, provide spreadsheets and Mailroom knowledge (10+ years) 

AWARDS: 

• Who’s Who Book May 1998 Awarded with a plaque, T-shirt, and a statement in the Who’s Who Book for outstanding academics and great sportsmanship.

CERTIFICATIONS/LICENSES 

• Business Management Training May 1999 to Present Business Management (Vocational Job  Training) employed as a file Clerk at MacAnany, Van Cleave, and Phillips law firm 1999- 2000 (senior year)