Akesha Carruthers
Kansas City
Summary
Customer service professional with a proven track record in both inbound and outbound communication, dedicated to delivering exceptional customer experiences. Demonstrates excellent communication and problem-solving skills, consistently going the extra mile to ensure customer satisfaction. Committed to continuous improvement and fostering positive interactions.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Galls Postal -Remote
05.2021 - 03.2025
- Assess customer needs and provide requested information to customer in an effective verbal and written format
- Provide all available products and pricing to the customer so they can make an informed purchasing decision. Recommend products to exceed customer expectations and support add-on sales.
- Efficiently and accurately record all order/purchase order information including price, discounts, ship-to address, and ship via, item numbers, quantity and any notes related to the order or customer.
Admin/Customer Service
Robert Half Staffing Account Temps
Overland Park
03.2020 - 04.2021
- Answer incoming calls.
- Obtain information from customers.
- Determine the best person to assist.
- Transfer customers to the appropriate person or department.
- Communicate with work group via Microsoft Teams.
- Update daily client details on Excel spreadsheet.
- Make outbound calls to confirm appointment dates and times.
Client Service Representative
Quest Diagnostics
Lenexa
12.2016 - 02.2020
- Assisted Client with inquiries received by telephone, fax, or email regarding reporting of patient results, inquiries of tests and services, and other duties as requested.
- Placed outbound calls to client to provide laboratory results using established protocols.
- Contacted Client to resolve routine matters related to patient testing and results, including service failures.
- Educated and provided guidance on laboratory processes and test turnaround times.
- Troubleshot inquiries and followed up with clients if immediate resolution not available.
Risk Management/Customer Service
Quest Diagnostics
Lenexa
11.2014 - 10.2016
- Reviewed exams for life insurance policies.
- Identified errors and submitted request to exam offices for corrections.
- Communicated with Insurance carriers to advise status of exam & paperwork.
- Scanned and imaged corrected documents using Kofax Imaging System.
- Electronically transmitted completed exams to insurance carriers.
- Sent & received emails using Microsoft Outlook.
- Updated client appointments & exam completion dates from spreadsheets.
Live Chat Representative
JcPenney Logistics
09.2013 - 10.2014
- Received live online electronic chats.
- Assisted and troubleshoot technical issues and errors during online checkout.
- Completed online orders when necessary or requested.
- Utilized knowledge base resources to answer questions accurately and efficiently.
Sr. Customer Service Representative
FedEx-Express Call Center
Lenexa
11.2004 - 07.2013
- Consistently met or exceeded call quality goals.
- Provided personalized support & service to customers & account holders.
- Answer customer inquiries and direct customers to appropriate departments.
- Assisted customers with package detail and tracking information.
- Navigated through Knowledge Management System to obtain pertinent company information.
- Resolved customer complaints and requests for refunds.
Education
G.E.D -
Kansas Board of Regents
Kansas City, KS01.1998
Skills
- Call Center
- Customer Service
- Customer Support
- Quality assurance
- Data management
- Appointment scheduling
- Team collaboration
Timeline
Customer Service Representative
Galls Postal -Remote
05.2021 - 03.2025
Admin/Customer Service
Robert Half Staffing Account Temps
03.2020 - 04.2021
Client Service Representative
Quest Diagnostics
12.2016 - 02.2020
Risk Management/Customer Service
Quest Diagnostics
11.2014 - 10.2016
Live Chat Representative
JcPenney Logistics
09.2013 - 10.2014
Sr. Customer Service Representative
FedEx-Express Call Center
11.2004 - 07.2013
G.E.D -
Kansas Board of Regents