Chasity Kemp
Orlando,FL
Summary
Customer Service Representative with over two decades of expertise in call center operations, adept at managing high-volume inquiries and complex order modifications. Excels in communication and multitasking, ensuring precise records and enhancing customer satisfaction. Committed to fostering team collaboration and continuous improvement to deliver exceptional service and secure client retention.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Inktel Contact Center Solutions
09.2022 - 01.2025
- Manage customer calls, updating orders and payments to enhance satisfaction.
- Provide product information, improving customer understanding and experience.
- Deliver empathetic support, addressing customer concerns about orders, payments, and products.
- Foster positive relationships and ensure client retention.
- Manage complex order modifications, execute precise payment updates, and maintain accurate customer records.
- Ensure data integrity in all transactions.
- Contribute to team knowledge base, enhancing overall service quality.
- Engage effectively with cross-functional teams to resolve escalated issues.
- Participate in regular training sessions to stay updated on products and policies.
- Manage high-volume customer inquiries, consistently meeting service targets while updating orders and payments to enhance satisfaction.
Customer Service Representative
IBEX GLOBAL
09.2021 - 06.2022
- Expertly handled COSTCO member inquiries via chat and calls, addressing shipping, delivery, payment, and product concerns with enthusiasm and precision.
- Resolved complex customer issues efficiently, significantly reducing average handling time and boosting member satisfaction rates.
- Partnered with cross-functional teams to streamline communication processes, enhancing overall customer service quality and response times.
- Meticulously documented customer interactions, ensuring accurate information for follow-ups and contributing to continuous service improvement.
- Provided empathetic support to COSTCO members, turning challenging situations into opportunities for building lasting customer relationships.
- Streamlined COSTCO member support, reducing handling time and boosting satisfaction rates through efficient issue resolution and process improvements.
Customer Care Representative (CCR)
Areoteck
09.2020 - 04.2021
- Managed high-volume calls, enrolling employees in diverse benefit plans.
- Provided in-depth explanations of coverage options, enhancing decision-making process.
- Guided employees through complex benefit choices, addressing queries with patience.
- Ensured understanding of various insurance options and price tiers.
- Maintained accurate records of employee inquiries and enrollments.
- Ensured compliance with privacy regulations in handling sensitive information.
- Provided empathetic support to employees, addressing concerns and clarifying benefit options.
- Facilitated informed decision-making through patient guidance.
Call Center Representative
Advantmed
12.2017 - 03.2020
- Conducted thorough HEDIS verification calls, ensuring accuracy in insurance claims and enhancing data integrity for multiple healthcare providers.
- Managed high-volume call center operations, expertly handling 80-125 daily inquiries while maintaining meticulous documentation standards.
- Streamlined HEDIS verification process, enhancing data integrity for multiple healthcare providers while managing 80-125 daily inquiries in a fast-paced call center.
- Fostered strong relationships with healthcare providers, facilitating seamless communication and resolving complex inquiries to ensure high customer satisfaction.
Skills
- Customer Service
- Call Center
- Sales Support
- Technical Support
- MS Office
- COBOL
- SQL
- HEDIS
- Typing
- Communication
- Research
- Administrative
- Organizational
- Time Management
- Multitasking
- Payroll Processing
- Accounts Payable
- Billing
- Accounts Receivable
- Complaint resolution
- Account updating
- Technical troubleshooting
Timeline
Customer Service Representative
Inktel Contact Center Solutions
09.2022 - 01.2025
Customer Service Representative
IBEX GLOBAL
09.2021 - 06.2022
Customer Care Representative (CCR)
Areoteck
09.2020 - 04.2021
Call Center Representative
Advantmed
12.2017 - 03.2020
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