Kanisha Ford
Maurice,LA
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
15
15
years of professional experience
1
1
Certification
Work History
988 Chat/Text Crisis Specialist (Remote)
Centerstone of Tennessee
Knoxville, TN
06.2024 - Current
- Answers crisis contacts via the chat/text platform to assess for suicide, safety and identify appropriate community resources.
- Boosted customer retention by 25% through personalized and empathetic support.
- Achieved 95% first-contact resolution rate by effectively assessing client needs.
- Demonstrates high-level customer service skills and professional etiquette.
Customer Service Specialist (Remote)
My Xact
Orlando, FL
03.2023 - 07.2023
- Guided clients in placing orders online, successfully enrolling 200+ members.
- Maintained HIPAA-compliant documentation and accurate database entry.
- Resolved inquiries via phone and chat, ensuring positive customer experience.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
Certified Medicare Advocate (Remote)
AgentC Solutions
St Petersburg, FL
02.2023 - 03.2023
- Educated 200+ seniors on Medicare benefits, claim processes, and enrollment timelines.
- Collaborated with team members to share best practices and strategies for overcoming challenges in the ever-changing insurance landscape.
- Utilized advanced organizational skills to manage multiple client accounts simultaneously while maintaining attention to detail throughout the enrollment process.
Teacher Assistant
Prime Time
Lafayette, LA
03.2022 - 04.2022
- Supported classroom instruction for 20+ students, improving academic focus and behavior.
- Developed individualized support strategies, leading to a 40% increase in engagement.
- Assisted lead teacher in managing classroom behavior, ensuring a safe and supportive learning environment for all students.
- Assisted lead teacher in the monitoring of student progress and updating required documentation, ensuring accurate records for each learner.
Cashier
Golden Nugget Hotel & Casino
Lake Charles, Louisiana
03.2016 - 02.2017
- Delivered accurate, efficient service in a fast-paced hospitality setting.
- Maintained 100% transaction accuracy and handled customer complaints with professionalism.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
Daycare Teacher
Ellen’s Daycare
Lake Charles, Louisiana
08.2015 - 12.2015
- Designed and led age-appropriate educational activities for 20 students.
- Documented daily observations and communicated with parents regarding child development.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Developed strong relationships with parents through regular communication about their child''s progress and needs.
Receptionist/Pre-Op Assistant Intern
Humble Surgical Hospital
Humble, Texas
08.2010 - 08.2011
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from 30+ callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
Education
Bachelor of Science - Psychology
McNeese State University
Lake Charles, United States12-2017
Skills
- Medicare Enrollment & Claims Support
CRM Software (Salesforce, Zendesk))
- Conflict Resolution & Active Listening
- Communication & Interpersonal Skills
- Data entry proficiency
- High-Volume Call Handling
- Live chat support
- Customer relations
- Quality assurance
- Team collaboration
- Analytical thinking
- Computer skills
Certification
Certified Medicare Advocate
Timeline
988 Chat/Text Crisis Specialist (Remote)
Centerstone of Tennessee
06.2024 - Current
Customer Service Specialist (Remote)
My Xact
03.2023 - 07.2023
Certified Medicare Advocate (Remote)
AgentC Solutions
02.2023 - 03.2023
Teacher Assistant
Prime Time
03.2022 - 04.2022
Cashier
Golden Nugget Hotel & Casino
03.2016 - 02.2017
Daycare Teacher
Ellen’s Daycare
08.2015 - 12.2015
Receptionist/Pre-Op Assistant Intern
Humble Surgical Hospital
08.2010 - 08.2011
Bachelor of Science - Psychology
McNeese State University
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