Summary
Overview
Work History
Education
Skills
Websites
Volunteer Experience
Work Availability
Work Preference
Timeline
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Chelsia Kuykendall

Plano,TX

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

10
10
years of professional experience

Work History

Member Relations Specialist

Peloton
10.2023 - Current
  • Coordinated with senior leadership in defining and establishing protocols for unique escalations, while focusing on member retention.
  • Chosen for a lead role in managing executive escalations queue, which included: briefing C-Suite Executives on high priority cases.
  • Assess and quickly prioritize 10+ inbound inquiries from escalated members daily that span multiple categories.
  • Collaborated with third-party partners to improve delivery processes.
  • Selected as atraining facilitator for department new hires. Provided comprehensive training and education on current procedures, policies, and standards.
  • Designed a SOP to properly execute PayPal disputes.
  • Actioned and addressed several market research responses including NPS and BBB. Took action to resolve member concerns and identify coaching opportunities to help improve performance in member support.
  • Increased member retention by establishing rapport through clear, consistent and timely communication. Built trust by addressing member concerns and setting expectations throughout the entire support experience.

Virtual Platinum Care Representative

American Express
09.2021 - 09.2023
  • Deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment by following our Customer First philosophy
  • Consult with card members to understand their needs and tailor unique solutions for each customer, reinforcing the benefits of card membership, providing relevant product offers that deepen customer engagement and result in measurable value for our card members
  • Continuously improve on key selling skills, including building rapport, understanding customer needs, handling objections and closing sales
  • Address general and account-specific customer inquiries; provide clear and concise information and updating customer account information, as needed
  • Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
  • Meet and exceed performance goals that include, but are not limited to, customer survey results, sales rates, quality goals, compliance regulations and productivity targets.

Front Line Manager

Genpact
06.2018 - 02.2022
  • Support a team of 20 agents ranging from level 1 to senior agents
  • Have extensive knowledge of policy/updates and any clarifications from the client that may arise
  • Guide agents in getting the fundamentals and foundation in policy knowledge to perform at a high level
  • Open communication with people across all levels of leadership when needed
  • Relay constructive criticism to employees based on client policy
  • Prioritize and manage daily productivity
  • Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills
  • Meet the required performance metrics needed as an individual and as a team
  • Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast-paced environment and manage all to completion
  • Excellent Analytical skills
  • Responsible for bi-weekly payroll
  • Proficient with Microsoft Office products like Windows, Word, Excel, PowerPoint and Visio
  • Manage Day to Day employee related issues by providing appropriate resolution
  • Coach, Mentor and Motivate team with excellent people engagement.

Problem Solver

Amazon Inc
09.2019 - 10.2020
  • Identify, investigate and correct shipment errors through the use of Kick Out, Optimized Outbound Problem Solve (OOPS), and Putty tools to ensure that customer orders are delivered
  • Coach associates in how to work safely, and keep their work area clean, and organized according to Amazon standard work, and 4M/5S
  • Give training to newly hired associates, and set a positive, successful and help raise the standards for safety, quality and productivity
  • Follow Standard checklist for a smooth and efficient flow of work
  • Assist department operations as an associates resource, training associates and SOP compliance
  • Assisting in keeping work area clean and organized.

Insurance Verification Agent

Baylor, Scott & White Contract
04.2019 - 04.2020
  • Obtain patient benefits/and or prior authorizations for DME
  • Maintain thorough documentation regarding verification
  • Ensure insurance coverage
  • Verify individual patient benefits
  • Confirm accurate insurance information
  • Resolve coverage issues
  • Knowledge of HMO, PPO, Government, Workers Comp, and LOP insurance.

Insurance Verification Agent

Amerisource Bergen Contract
11.2018 - 11.2019
  • Obtain patient benefits/and or prior authorizations for DME
  • Maintain thorough documentation regarding verification
  • Ensure insurance coverage
  • Verify individual patient benefits
  • Confirm accurate insurance information
  • Resolve coverage issues
  • Knowledge of HMO, PPO, Government, Workers Comp, and LOP insurances
  • Understands medical insurance knows how to obtain prior authorizations using appropriate website
  • Data Entry.

Soft Collections

Capital One Campaign
11.2017 - 08.2018
  • Outbound/inbound agent
  • Customer Service
  • Help customers process payments
  • Help customers navigate accounts
  • Operating Cisco Jabber, One Communication, Iris and Clear Tran
  • Tech support.

Shift Supervisor

Panera Bread
06.2016 - 10.2017
  • Coordinating the entire operation of the restaurant during scheduled shifts
  • Produce Order
  • Truck Order
  • Inventory
  • Balancing Safe
  • Assists in developing talent through the training and supervision of associates
  • End of day operations
  • Closing/opening manager duties.

Team Lead

The Children's Place
10.2014 - 05.2016
  • Scheduling
  • Inventory
  • Money and safe handling
  • Assists in developing talent through the training and supervision of associates
  • Floor Sets
  • Coordinating the entire operation of the restaurant during scheduled shifts
  • Maintains a clean, organized and efficient stockroom, adhering to customer ready environment (CRE) standards and safety requirements
  • Opening/Closing manager duties.

Education

Associates of Arts -

Tarrant County College
Fort Worth, TX
12.2016

High School Diploma -

Crowley High School
Crowley, TX
05.2006

Skills

  • Salesforce
  • Zendesk
  • NPS
  • BBB
  • Conflict Resolution
  • Dispute Resolution
  • Teamwork and Collaboration
  • Problem Resolution
  • Relationship Building
  • Customer Relations
  • Microsoft Office
  • Data Entry
  • Complaint resolution
  • De-Escalation Techniques
  • Inbound Call Management
  • Escalations
  • Cross-Functional Teams
  • Risk Identification and Mitigation
  • CRM software proficiency
  • Customer Support
  • Call center experience
  • Complaint Handling

Websites

Volunteer Experience

Tarrant County Food Bank, Sorting food, Inspecting the quality of food, Boxing food for distribution

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Important To Me

Work-life balanceCompany CultureWork from home option4-day work weekPaid time offFlexible work hoursHealthcare benefitsPaid sick leave

Timeline

Member Relations Specialist

Peloton
10.2023 - Current

Virtual Platinum Care Representative

American Express
09.2021 - 09.2023

Problem Solver

Amazon Inc
09.2019 - 10.2020

Insurance Verification Agent

Baylor, Scott & White Contract
04.2019 - 04.2020

Insurance Verification Agent

Amerisource Bergen Contract
11.2018 - 11.2019

Front Line Manager

Genpact
06.2018 - 02.2022

Soft Collections

Capital One Campaign
11.2017 - 08.2018

Shift Supervisor

Panera Bread
06.2016 - 10.2017

Team Lead

The Children's Place
10.2014 - 05.2016

Associates of Arts -

Tarrant County College

High School Diploma -

Crowley High School

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Chelsia Kuykendall