Tekayla Butler
Winter Haven
Summary
Practiced customer service professional with healthcare expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
13
13
years of professional experience
Work History
Debt Resolution Specialist
Beyond Finance
12.2023 - Current
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Elevated customer satisfaction scores, personalizing solutions to fit individual customer needs.
- Simplified escalation process, allowing for quicker resolution of complex cases.
- Reviewed legal documents and contracts to determine potential conflicts and disputes.
Customer Care Representative
Humana
06.2020 - 12.2023
- Analyzed customer data and call logs to identify patterns and trends, contributing to the development of improved customer service strategies.
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Built sustainable relationships of trust through open communication with customers.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Processed orders accurately and efficiently according to established procedures.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
Debt Collector
Okcarz
10.2019 - 06.2020
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors.
- Investigated the creditworthiness of potential borrowers by ordering credit reports and verifying references.
- Monitored customer accounts for changes in payment patterns that could indicate fraud or other suspicious activity.
- Provided timely feedback on collection efforts to management.
- Processed incoming payments from customers according to established procedures.
- Analyzed large datasets to identify trends, patterns and correlations for business insights.
- Developed dashboards with Tableau to monitor key performance indicators.
- Provided data-driven solutions to support decision making.
- Leveraged SQL queries to extract, transform and load data into databases.
Administrative Assistant
Aero Tech Service
08.2016 - 04.2019
- Inputted data into computer system to ensure accuracy and completeness of records.
- Performed data entry tasks including keying in numerical or alphanumerical information from source documents into databases.
- Maintained client confidence by keeping information confidential.
- Entered large volumes of data quickly with a high degree of accuracy.
- Organized files, updated customer information, and generated reports as requested.
- Utilized various software applications to enter, update, verify, and retrieve data efficiently.
- Verified entries made in the database against original paper documents to ensure accuracy.
- Conducted quality control checks on all entries prior to submission.
- Resolved problems related to incorrect or incomplete data entries.
- Provided support to colleagues regarding technical issues associated with the use of computers and other office equipment.
- Completed accurate and efficient data entry and database updates to support business operations.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Apartment Leasing Consultant
Las Palmas Apartment Complex
03.2014 - 02.2016
- Provided exceptional customer service to both current and prospective residents, resulting in high levels of satisfaction and retention.
- Enhanced tenant satisfaction with prompt responses to maintenance requests and effective communication.
- Verified tenant incomes and other information before accepting lease applications.
- Distributed and followed up on tenant renewal notices.
- Collected monthly rent payments and other fees, always properly recording, and processing money.
- Worked closely with maintenance staff to expedite repairs or improvements when necessary, maintaining quality living spaces for tenants.
Sales Representative
Sears Department Store
05.2012 - 06.2014
- Organized client visits, presentations, product demonstrations and trade shows.
- Generated new sales leads through cold calling and networking activities.
- Analyzed customer feedback to improve products and services.
- Provided technical support for customers using the company's products or services.
- Collaborated with other departments such as marketing, finance, logistics.
- Greeted customers to determine wants or needs.
- Cleaned shelves, counters and tables to maintain organized store.
Education
High School Diploma -
New Beginnings High School
06.2016
Skills
- Email Correspondence
- Customer Service
- Appointment Scheduling
- Data Entry
- Payment Processing
- Database Research
- Customer Relations
- Documentation and Reporting
- Customer Relationship Management
- Senior Leadership Support
- Order Processing
- Problem Resolution
- Inbound Customer Service
- Call Documentation
- Direct Sales
- Account Management
- Inbound Call Management
- De-Escalation Technique
- LiveChat Messaging
- Contract Development
- Microsoft Office Expertise
- Data Evaluation
Education and Training
Certified Consumer Debt specialist training
IAPDA Certification
Debt management courses online
Customer service Quality training
Timeline
Debt Resolution Specialist
Beyond Finance
12.2023 - Current
Customer Care Representative
Humana
06.2020 - 12.2023
Debt Collector
Okcarz
10.2019 - 06.2020
Administrative Assistant
Aero Tech Service
08.2016 - 04.2019
Apartment Leasing Consultant
Las Palmas Apartment Complex
03.2014 - 02.2016
Sales Representative
Sears Department Store
05.2012 - 06.2014
High School Diploma -
New Beginnings High School
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