Summary
Overview
Work History
Education
Skills
Timeline
Work Availability
CustomerServiceRepresentative

Kiana Hunt

Richmond,VA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Owens & Minor
09.2023 - Current
  • Handle continuous work volume by interacting with patients and referrals via email, and web inquiries
  • Receive and process order requests from referrals for durable medical equipment and healthcare services
  • Provide accurate information and updates as related to new orders, resupplies, pickups, and/or exchanges
  • Demonstrate professionalism and provide high quality service when interacting with patients, caregivers, and/or referrals
  • Resolves patient/referral complaints and escalations with urgency by the identifying problem, troubleshooting of equipment and/or coordinating appropriate corrective action
  • Assess patient and referral needs, identify satisfactory resolution, and provide high quality customer service
  • Comply with and adhere to all regulatory compliance areas, policies and procedures, and best practices
  • Follow quality program guidelines and procedures for all transactions to ensure that we give the best service to all customers
  • Performs other duties as required.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Responded proactively and positively to rapid change.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Managed timely and effective replacement of damaged or missing products.

Email Agent - Tier 2

Shades of Light
02.2023 - 07.2023
  • Research and respond to all customer service emails providing a timely resolution to customer questions and complaints within 24 hours
  • Call vendors and FedEx to help resolve customer issues
  • Maintain updated knowledge of company products, processes, and reports to provide adequate help to customers
  • Guide customers through troubleshooting and navigating company sites or using products
  • Assist customers with placing orders, selecting products, answering product questions, processing returns, and handling claims for damaged or defective goods while providing information and instructions about products and processes
  • Complete all follow ups within 24 hours
  • De-escalate situations involving dissatisfied customers and offering assistance and support
  • Build customer rapport and utilize retention techniques with existing and new customers
  • Respond to all Outlook and Freshdesk emails
  • Process and create FedEx return labels and send to customers
  • Properly notate orders and all communication with customers
  • Process catalog adds and removals as needed
  • Resolve a minimum of 60 email tickets a day.
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Leveraged market knowledge and analysis to provide guidance and advice on best options for clients.
  • Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.

Account Coordinator - Outbound

Mission Lane
06.2021 - 10.2022
  • Handle day-to-day issues for our newly established and returning customers
  • Educate customers on Mission Lane products and how we can help them thrive financially
  • Take ownership of customer issues and follow through to resolution
  • Work closely with other team members to share best practices
  • Learn federal and state compliance policies and how they apply to Mission Lane products
  • Consistently update job knowledge by studying new product descriptions.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.
  • Updated internal databases with account information to maintain concise, clear records.
  • Analyzed invoices to detect discrepancies, duplicate payments and overpayments.
  • Excellent communication skills, both verbal and written.

Barista/Shift Lead

Sugar Shack
04.2018 - 01.2020
  • Take & Fill Customer orders for Coffee, Donuts & More
  • Maintain a clean and professional work environment
  • Make the customer experience enjoyable
  • Maintained opening and closing procedures.
  • Generated friendly atmosphere by encouraging employees to greet and speak to customers.
  • Maintained accurate inventory counts to meet customer demands and sustain operations.
  • Increased speed of service by optimizing beverage preparation techniques and utilizing time-saving equipment features effectively.
  • Monitored food inventory and supplies to prevent waste.
  • Trained new hires in food handling and safety protocols to boost knowledge and performance.

Store Manager/Co Manager/Part-Timer

Journeys(Kidz)
06.2014 - 03.2018
  • Meet and exceed personal and store sales goals and standards of performance
  • Provide a fun, full-service experience to all customers
  • Recruit, interview, and hire high caliber employees within store needs
  • Train and develop a successful sales team
  • Provide feedback, coaching, and accountability to all employees
  • Conduct Monthly Performance Reviews
  • Conduct Monthly Store Meetings
  • Recognize talented staff and develop them for growth within the company
  • Supervise and manage all aspects of daily store operations
  • Supervise and manage all aspects of Loss Prevention practices
  • Plan weekly staffing schedules in compliance with schedules policy
  • Resolve customer issues effectively
  • Understand the Journeys culture and demonstrate it to the team.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Completed point of sale opening and closing procedures.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
  • Rotated merchandise and displays to feature new products and promotions.

Hospitality/Cashier

Chic-fil-A
09.2013 - 03.2017
  • Welcome & greet guests
  • Take and prepare customer orders in either the front counter or drive-thru
  • Maintain cleanliness in the counter and dining room
  • Observe health and sanitation guidelines
  • Ensure each guest leaves with a smile
  • Learned duties for various positions and provided backup at key times.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.

Education

High School Diploma -

Douglas Southall Freeman High School
Henrico, VA
06.2014

Skills

  • Customer Service
  • Retail Management
  • Merchandising/Inventory Maintenance
  • Sales/Negotiation
  • Team Recruiting/Team Building
  • 60 WPM
  • Intermediate Microsoft Software/Software/Tech Savvy
  • Critical thinking/Interpersonal Skills
  • Cash Management
  • Payroll
  • Food Management
  • Logistics
  • Relationship Building
  • Inbound Call Management
  • Product Knowledge
  • Call Metrics
  • Call center experience
  • Data Entry
  • POS systems expert
  • Customer Data Confidentiality
  • De-Escalation Techniques
  • Research
  • Account Management
  • Issue and Complaint Resolution
  • Microsoft PowerPoint
  • Follow-up skills
  • Shipping and Logistics
  • Credit adjustments
  • Account Updates
  • MS Office
  • Order and Refund Processing
  • Teamwork and Collaboration

Timeline

Customer Service Representative

Owens & Minor
09.2023 - Current

Email Agent - Tier 2

Shades of Light
02.2023 - 07.2023

Account Coordinator - Outbound

Mission Lane
06.2021 - 10.2022

Barista/Shift Lead

Sugar Shack
04.2018 - 01.2020

Store Manager/Co Manager/Part-Timer

Journeys(Kidz)
06.2014 - 03.2018

Hospitality/Cashier

Chic-fil-A
09.2013 - 03.2017

High School Diploma -

Douglas Southall Freeman High School

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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