Ten plus years in various customer service environments ranging from call center to in-person; customer to a client; business to business. Skillful in team collaboration, problem-solving, troubleshooting, and meeting and exceeding goals. Adept in verbal and written communication, time management, organizational skills, critical thinking, and interpersonal skills.
Hi, I’m
Fameeshia Kendricks
Customer Support Representative
Texarkana,United States
Summary
Overview
10
years of professional experience
Work History
Harte Hanks
Customer Support Representative
07.2022 - Current
Job overview
- Troubleshooting applications on different devices email and password updates billing and payment inquiries and updates
- Managed over 80 calls per day
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Responded to customer inquiries and provided technical assistance over phone.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Maximus
Eligibility Specialist
01.2022 - 05.2022
Job overview
- Complete task processing for applications and verification documents.
- Knowledgeable of policies and procedures.
- Problem-solving through research and critical thinking.
- Used computer-aided guidance packages such as skills assessment tools, career planners, psychometric tests and personal inventories to assist clients in determining strengths and weaknesses.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Processed and certified documents for accuracy and compliance with government regulations.
Lincare Holdings
Remote Customer Service Representative
03.2021 - 01.2022
Job overview
- Updated patient accounts, requesting missing information from local centers
- Follow ups on patient accounts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Managed client records
- Performed data entry for orders and customer information
- Provided policy and service information
- Assisted customers with warm and professional attitude
Vertical Alliance
Customer Success Representative
07.2018 - 08.2020
Job overview
- Inbound/ Outbound phone calls
- Troubleshoot client issues on the Platform
- Add Yearly safety assignments in the user classrooms
- Send out renewal contracts
- Biweekly customer contacts to assist with engaging on the remote platform.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted available products and services to customers during service, account management, and order calls.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Covington Credit
Assistant Manager/Manager
09.2017 - 05.2018
Job overview
- Inbound calls
- Outbound collection calls
- Field call/ visits to delinquent customers' homes
- Processed loan applications
- Picked up and bank deposits
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Harte Hanks
Customer Service Rep
11.2012 - 09.2017
Job overview
- Effectively manage high volume of inbound and outbound customer calls.
- Address and resolve customer needs with one call resolution.
- Gather and verify all required information for tracking, shipping, and delivery while following consumer privacy guidelines.
- Skillfully de-escalate customer issues in professional and courteous manner.
- Carefully document customer accounts, and interface with shippers and other departments in order to maintain a high level of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Texas A & M UniversityTexarkana, TX
Bachelor of Applied Arts And Science from Liberal Arts
12.2020
University Overview
Skills
- Software Troubleshooting
- Word processing
- Verbal and written communication
- Communication skills
- Well-organized
- Interpersonal skills
- Leadership
- Troubleshooting
- Collaboration
- Tracking and Documentation
- Reading Comprehension
- Friendly and Patient
- Past Due Account Management
- Technical Support and Assistance
- Customer Communication and Empathy
- Resolve Technical Problems
- Salesforce Knowledge
- Call center
- Contracts
- Technical Support
- Time management
- Typing skills
Certificates
Certificates
Member of The National Society of Leadership and Success November 2021
Languages
Languages
Timeline
Customer Support Representative
Harte Hanks
07.2022 - Current
Eligibility Specialist
Maximus
01.2022 - 05.2022
Remote Customer Service Representative
Lincare Holdings
03.2021 - 01.2022
Customer Success Representative
Vertical Alliance
07.2018 - 08.2020
Assistant Manager/Manager
Covington Credit
09.2017 - 05.2018
Customer Service Rep
Harte Hanks
11.2012 - 09.2017
Texas A & M University
Bachelor of Applied Arts And Science from Liberal Arts
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