Hykeishia Burford
Customer Service (Sales)
Houston,TX
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
13
13
years of professional experience
2027
2027
years of post-secondary education
Work History
Volunteer Firefighter
Atascocita Fire Dept
08.2018 - Current
- Respond to fire alarms and other emergency calls promptly and safely
- Operate firefighting equipment, including hoses, ladders, and power tools
- Participate in training exercises to maintain skills and knowledge of firefighting techniques
- Assist in fire prevention and safety education programs within the community
- Conduct regular equipment checks and maintenance
- Collaborate with other emergency services and community organizations during incidents
- Participate in community outreach events to promote fire safety awareness
Patient Service Associate
McKesson
09.2023 - 03.2025
- Answer patient calls
- Research and resolving issues in order to receive maximum profitability for clients
- Reviews claims to make sure that payer specific billing requirements are met
- Follows-up on billing, determines and applies appropriate adjustments, answers inquiries, and updates accounts as necessary
- Handled cash transactions accurately while managing the daily collection of copays, deductibles, or other fees from patients at the time of service.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Technical Support
Comcast
10.2016 - 10.2023
- Resolved a diverse range of customer service issues, maintaining uninterrupted service and achieving high customer satisfaction
- Diagnosed and troubleshooted technical problems, delivering quick and reliable solutions to customer issues
- Applied technical knowledge to consistently address and resolve customer inquiries, ensuring quality service delivery
- Participated in troubleshooting basic equipment issues and communicated the need for technician support when necessary
- Provided technical support to engineers on variety of engineering tasks.
- Handled customer inquiries over and provided technical support via livechat and telephone.
Collections Representative
Cox Cable
01.2016 - 10.2016
- Maintained application reversals and processed miscellaneous debit memos to rectify account discrepancies
- Processed and maintained Statement of Cash Collection (SOCC) for wire transfers, ensuring timely and accurate reporting
- Managed credit applications, checked references, and performed account setups and changes for new and existing accounts in all systems to ensure consistency across databases
- Finalized and cleared all open payments in preparation for end-of-month closing processes
- Executed routine account collections as assigned, consistently meeting collection targets
- Maintained accurate records of all collection activities, ensuring compliance with company policies and industry regulations.
Retention Specialist
Sprint
07.2015 - 04.2016
- Addressed customer inquiries and concerns with efficiency, utilizing resource documentation and automation tools to maintain high-quality support
- Enhanced customer satisfaction by providing respectful and courteous service, coupled with a proactive approach to resolving issues
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
Sr Collections Representative
Capital One
10.2012 - 07.2015
- Managed client communications to address overdue payments, implementing collection strategies that enhanced debt recovery
- Documented collection activities with precision and reported on accounts receivable status, aiding in the reduction of outstanding debts
- Served as the Subject Matter Expert (SME) for SOCC and banking transactions, assisting team members with queries and ensuring accurate financial processes
- Enhanced collections efficiency by implementing advanced data analysis and customer profiling techniques.
- Provided exceptional customer service by empathizing with clients'' financial situations, offering flexible payment solutions while still adhering to company policies.
Education
Associate of Science - Radiology Tech
Lone Star College
05.2001 - 01.2019
High School Diploma -
Maury High School
Norfolk, VA06-2009
Skills
Conflict Resolution
Timeline
Patient Service Associate
McKesson
09.2023 - 03.2025
Volunteer Firefighter
Atascocita Fire Dept
08.2018 - Current
Technical Support
Comcast
10.2016 - 10.2023
Collections Representative
Cox Cable
01.2016 - 10.2016
Retention Specialist
Sprint
07.2015 - 04.2016
Sr Collections Representative
Capital One
10.2012 - 07.2015
Associate of Science - Radiology Tech
Lone Star College
05.2001 - 01.2019
High School Diploma -
Maury High School
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