India Hill
Stockbridge,GA
Summary
Strong dedication to helping customers resolve issues and cultivating positive image of the company. Excel in both team environments and alone. Proven ability to listen, solve problems quickly and efficiently.
Overview
20
20
years of professional experience
Work History
Customer Service Representative III
Kaiser Permanente
08.2023 - Current
- Resolves complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Updated account information to maintain customer records.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative II
Kaiser Permanente
02.2022 - 08.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded proactively and positively to rapid change.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cross trained to assist three different regions
Customer Service Representative I
Kaiser Permanente
08.2021 - 02.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Met customer call guidelines for service levels, handle time and productivity.
- Worked effectively in fast-paced environments.
- Cross trained to assist three different regions
Intake Specialist
Dekalb County Sheriff Office
03.2015 - 01.2018
- Maintained accurate, up-to-date client records for reliable reference and communications.
- Identified areas of improvement within the intake process by regularly reviewing standard operating procedures and implementing changes as needed.
- Completed intake assessment forms and filed clients' charts.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Answered phone calls and provided new clients with required paperwork to initiate service.
Customer Service Representative
Walmart
08.2013 - 02.2015
- Created and maintained detailed database to develop promotional sales.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Customer Service Representative
AT&T Wireless
07.2004 - 12.2005
- Updated account information to maintain customer records.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
Education
No Degree - Health Care Administration
Strayer University
Washington, DC05.2027
Skills
- Call Metrics
- Understanding Customer Needs
- Research
- Problem-solving abilities
- Calm Under Pressure
- Document Control
- Policies and Procedures Adherence
- Technical Support
- Documentation
- Reading Comprehension
- Conflict Resolution
- Call center experience
Timeline
Customer Service Representative III
Kaiser Permanente
08.2023 - Current
Customer Service Representative II
Kaiser Permanente
02.2022 - 08.2023
Customer Service Representative I
Kaiser Permanente
08.2021 - 02.2022
Intake Specialist
Dekalb County Sheriff Office
03.2015 - 01.2018
Customer Service Representative
Walmart
08.2013 - 02.2015
Customer Service Representative
AT&T Wireless
07.2004 - 12.2005
No Degree - Health Care Administration
Strayer University
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