BISSA KABA
Houston,TX
Summary
Dedicated Customer Service professional with over 13 years in the customer service industry with a multitude of leadership experience and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Over 8 years years of exceeding expectations in managerial/leadership roles. Proficient customer service skills with excellent oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to the team. Strong leader and problem-solver dedicated to ensure performance metrics are met or exceeded. Making use of independent decision-making with sound judgment to positively impact company and staffed team success.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
US Bank
03.2022 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts with employees.
- Handled employee inquiries and suggestions courteously and professionally.
- Resolved escalated customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Facilitated team meetings and incorporated training sessions to stay informed about product updates and changes.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Manager
RMJ Tax Consultants
12.2020 - 03.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Ensured compliance with all federal, state, and local tax laws through diligent research and analysis.
- Safeguarded clients from potential penalties by proactively identifying and addressing discrepancies in financial records.
- Handled sensitive client information with utmost confidentiality while adhering to data protection policies and regulations.
- Managed a diverse client portfolio, effectively prioritizing tasks to meet deadlines.
Claims Specialist
Aetna Insurance
11.2017 - 12.2020
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
Internal Support Supervisor
General Dynamics Information and Technology
08.2013 - 10.2017
- Applied customer feedback to identify service deficiencies and develop solutions.
- Established clear performance expectations for the team, resulting in improved accountability and measurable results.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Achieved results by working with staff to meet established targets.
Customer Service Associate
Hy
05.2011 - 06.2013
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Processed customer orders and accurately handled payment transactions.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Answered product questions using knowledge of sales and store promotions.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
Education
Bachelor of Science - Political Science
Pennsylvania State University
University Park, PAAssociate of Science - Health Administration
Pennsylvania State University
University Park, PASkills
- Time Management
- Decision Making
- Facilitating Team Meetings
- Complex Problem Solving
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Critical Thinking
- Problem-solving abilities
- Active Listening
- Call center experience
- Technical Support
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Customer Service Supervisor
US Bank
03.2022 - 01.2024
Manager
RMJ Tax Consultants
12.2020 - 03.2022
Claims Specialist
Aetna Insurance
11.2017 - 12.2020
Internal Support Supervisor
General Dynamics Information and Technology
08.2013 - 10.2017
Customer Service Associate
Hy
05.2011 - 06.2013
Bachelor of Science - Political Science
Pennsylvania State University
Associate of Science - Health Administration
Pennsylvania State University