Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ahkilah Pendergrass

Columbus

Summary

Experienced customer service professional with 15 years of excelling as a liaison between consumers and corporations. Skilled communicator and listener, adept at resolving conflicts and delivering exceptional service through strong organizational abilities. Committed to upholding the highest level of integrity, ensuring reliable and friendly service while safeguarding the organization's reputation and competencies. Leveraging three years of management experience, highly motivated and outgoing individual who can effectively inspire fellow colleagues as a competent team player.

Overview

20
20
years of professional experience

Work History

Customer Service Representative Team Lead

United Healthcare
10.2019 - Current
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
  • Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.

Senior Customer Service Representative

Aetna Inc
04.2007 - 09.2019
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.

Skip Tracer Investigator

Guishard, Wilburn and Shorts
02.2005 - 04.2007
  • Exercised discretion in handling sensitive information, maintaining confidentiality at all times during investigations.
  • Maintained detailed records of all skip trace activities, ensuring accuracy and accessibility for future reference.
  • Ensured strict adherence to state regulations and ethical guidelines throughout all phases of the skip tracing process.
  • Streamlined the skip tracing process through effective organization and prioritization of assigned cases.
  • Assisted in recovering company assets by swiftly locating debtors and their property.
  • Collaborated with team members, sharing vital information to expedite case resolutions.

Education

Diploma -

Forthayes High School
07.1997

Skills

  • Team management
  • CRM software
  • Call center experience
  • Complaint handling
  • Team coaching
  • Staff monitoring
  • Issue resolution
  • Production goal setting
  • Performance evaluations
  • Skill development
  • Inbound and outbound calls
  • Customer service analysis
  • Process improvement
  • Teamwork and collaboration

Timeline

Customer Service Representative Team Lead

United Healthcare
10.2019 - Current

Senior Customer Service Representative

Aetna Inc
04.2007 - 09.2019

Skip Tracer Investigator

Guishard, Wilburn and Shorts
02.2005 - 04.2007

Diploma -

Forthayes High School

Similar Profiles

CREATE PROFILE