CAMEISHEA ROY
Woodforest National Bank
Spring,TX
19
years of professional experience
Customer-focused professional with a proven ability to enhance interactions and drive satisfaction. Expert in problem-solving and communication, effectively addressing and resolving concerns. Committed to team collaboration and achieving results while adapting to changing needs. Proficient in CRM software and delivering exceptional service.
Work History
Customer Experience Specialist
1 Year 9 Months- Multi-tasked by toggling between multiple systems to efficiently resolve customer inquiries and issues.
- Processed account maintenance requests while ensuring compliance with bank policies, procedures, and regulatory requirements.
- Provided timely and accurate customer service support by processing service requests, updating accounts, and addressing inquiries about banking products and services.
- Resolved complex customer inquiries regarding accounts, transactions, and digital banking services with accurate, timely support.
Federal Student Aid Representative
8 Months- Responded to 50-70 inbound customer inquiries daily, contributing to an 85% customer satisfaction rating from post-call surveys.
- Resolve 90% of client issues within the first contact, maintaining a First Contact Resolution (FCR) rate of 90%+ and meeting key performance indicators (KPIs) for efficient issue resolution. Process account updates
- Assist with FAFSA-related questions, and provide guidance on federal student aid programs, achieving a 98% accuracy rate in data entry and account management.
- Achieved personal call resolution time (AHT) of 5 minutes or less, supporting efficient customer service delivery.
- Remote Contract Position
Eligibility Technician
3 Months- Schedule intake appointments and determine eligibility
- Interview applicants for different government aid programs SNAP and Medicaid .
- Communicated clearly and empathetically with applicants and coordinated with internal teams to resolve documentation gaps.
- Processed 50–60 program applications per day with a 99% accuracy rate while collecting, verifying, recording, and processing client demographics, insurance payments, and referral information.
- Explained eligibility requirements, application details, payment methods, and applicants’ legal rights during intake assessments.
- Maintained confidentiality and adherence to privacy regulations while working with sensitive client information.
Customer Service Representative
5 Months- Managed a portfolio of client accounts, ensuring accurate order entry and timely processing in SAP,improving customer satisfaction by 25%.
- Coordinated with manufacturing, office, and sales teams (Salesforce) to resolve customer issues within 24 hours, maintaining a 98% customer satisfaction rate.
- Handled vendor-managed inventory, ensuring product availability and on-time delivery for all client orders.
- Processed customer orders efficiently, achieving a 20% reduction in order processing time by optimizing workflows.
- Regularly reviewed customer feedback and implemented proactive solutions, improving customer retention rates.
Work Order Management Processor
7 Years 1 Month- Processed 100+ gas leak work orders weekly, ensuring accurate and timely data entry in SAP and GIS, maintaining a 98% data accuracy rate.
- Validated and updated records for gas distribution facilities, supporting company-wide operations with accurate and traceable information.
- Managed field communication, ensuring the seamless execution of 150+ work orders each month by providing timely updates and clarifications to field operations.
- Utilize GIS and SAP to analyze construction maps which reduced work order discrepancies by 15%
- Contributed to a 10% increase in work order processing efficiency by streamlining data entry procedures and implementing best practices.
Customer Service Representative
2 Years 2 Months- Enrolled an average of 30 new customers daily, ensuring a smooth onboarding process and a high satisfaction rate for new residential electric service customers.
- Resolved 50-75 customer inquiries daily, achieving an 85% satisfaction score by delivering timely and effective solutions.
- Reduced resolution time for complex billing issues by 15% through improved data analysis, process adjustments, and proactive issue identification.
- Processed and verified customer payments and set up payment arrangements for over 200 customers, improving collections and reducing payment delays by 15%.
- Educated customers on electric meter readings, resulting in a 20% decrease in related service inquiries.
Client Care Professional
4 Years 5 Months- Educated clients on retirement options, policies, and required documentation.
- Resolved participant inquiries regarding retirement plan accounts, benefits, and transaction status.
- Processed account updates, withdrawals, and beneficiary changes with strict accuracy.
- Reviewed account activity and identified discrepancies for timely correction.
Education
High School Diploma
Skills
Customer relationship management (CRM)
Policy compliance
Customer service
Banking Operations
Team Collaboration
Data entry
Inbound Call Management
Financial/ Banking Industry
Cross-Functional
Communication skills
Detail-oriented
Teamwork and collaboration
Timeline
Customer Experience Specialist
Woodforest National Bank
02.2025 - CurrentRead More
Federal Student Aid Representative
FH Cann and Associates
04.2024 - 12.2024Read More
Eligibility Technician
Denver Human Services
02.2023 - 05.2023Read More
Customer Service Representative
Allura USA
06.2022 - 11.2022Read More
Work Order Management Processor
Centerpoint Energy
03.2015 - 04.2022Read More
Customer Service Representative
Just Energy
01.2013 - 03.2015Read More
Client Care Professional
VALIC Retirement
03.2008 - 08.2012Read More
Thomas Jefferson High School
High School Diploma
Read More