Heather Kelley
Mobile
Summary
Dynamic and adaptable professional with a proven track record of delivering exceptional customer service and fostering client satisfaction. Equipped with strong analytical, communication, and problem-solving skills, consistently surpassing agency expectations through innovative solutions. Expertise in conflict resolution and team collaboration ensures a results-oriented approach while maintaining a high level of integrity. Committed to developing quality-driven processes that enhance customer loyalty and contribute to organizational success.
Overview
22
22
years of professional experience
Work History
Customer Technical Support (Remote)
ADT LLC.
02.2021 - Current
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Learned and adapted quickly to new technology and software applications
- Demonstrated strong organizational and time management skills while managing multiple projects
- Addressed customer complaints and mitigated dissatisfaction
- Worked effectively in fast-paced environments
- Addressed customers inquiries, solving problems and providing necessary information
- Responded to customer needs through competent customer service and prompt problem-solving
Customer Service Representative Verizon Wireless (Remote)
Continuum Global Solutions
07.2016 - 02.2021
- Skilled problem solver and excellent communicator who can listen carefully to a customer's questions, assess their needs and use the tools and resources at their disposal to address any concerns
- Resolving device issues using troubleshooting techniques and providing clear and concise information
- Help drive sales by offering products and services that will improve the customer's wireless experience
- Reviewing account information and answering questions about billing or services
Customer Service Representative/Accounts Payable BCBS
Michigan Medicare
03.2010 - 07.2016
- Verified and explained health insurance benefits with different types of supplemental health plans and described exclusions and non-covered treatment
- Assisted customers with locating in-network providers to obtain the best possible benefit for their insurance policy
- Respond to policyholder claims and assist in claim investigation process
- Research claim details and verifies that all necessary information is available with policyholder and providers
- Assisted in bringing delinquent accounts current
- Resolved customer inquiries regarding Medicare plans and benefits efficiently
- Educated clients on enrollment processes and eligibility requirements for Medicare services
Store Manager
Check N Go
02.2004 - 03.2010
- Handle and count currency, cash, and coins to include managing a cash drawer, counting cash deposits, moving cash from secure safe to cash drawer and other cash handling requirements
- Balance individual batch receipts with store sales reports at end of day and assist with resolving over/short discrepancies
- Accurately process all transactions per company policy, including but not limited to loans, check cashing and, Net Spend
- Responsible and accountable for operations, development, and training necessary for store achieving metric targets
- Coordinate and maintain store staff schedule
- Assist in covering other locations within the district
- Support store staff to ensure excellent customer service and embodiment of sales culture
- Assist DDO with the recruiting, selection, and onboarding of CSRs in the district
Education
High School -
Ben C Rain High School
Mobile, AL05.2003
Skills
- Analysis skills
- Customer service
- Data entry
- Coordination
- Negotiation
- Investigating
- Research
- Interpersonal skills
- Goal oriented
- Time management
- MS office
- Communication skills
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Conflict resolution
- Computer proficiency
- Data collection
- Technical support
- Dispute resolution
- Teamwork and collaboration
- Problem-solving
- Excellent communication
- Decision-making
Timeline
Customer Technical Support (Remote)
ADT LLC.
02.2021 - Current
Customer Service Representative Verizon Wireless (Remote)
Continuum Global Solutions
07.2016 - 02.2021
Customer Service Representative/Accounts Payable BCBS
Michigan Medicare
03.2010 - 07.2016
Store Manager
Check N Go
02.2004 - 03.2010
High School -
Ben C Rain High School