Vankenzie Steadham
Dallas,Tx
Overview
11
11
years of professional experience
Work History
Remote Customer Service Representative
Austin Energy
03.2022 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Contact Investigator
TEKsystems
02.2020 - 03.2022
- Coordinated with public health and local facilities to support isolation and quarantine of individuals.
- Assisted in developing training materials for new contact tracers, sharing expertise and insights gained from hands-on experience.
- Contacted people exposed to individuals with COVID-19, assessed symptoms and referred for testing.
- Identified potential outbreak clusters through pattern recognition in reported cases, alerting public health officials for targeted interventions.
- Enhanced contact tracing efficiency by conducting thorough investigations and maintaining accurate records of COVID-19 cases.
- Assisted public health departments in reducing virus transmission through diligent monitoring and follow-ups with infected individuals.
Credit Card Processor
Flashbanc
01.2019 - 10.2020
- Enhanced team collaboration, sharing best practices for efficient processing techniques.
- Received and reviewed incoming documents and materials.
- Participated in continuous training initiatives, staying up-to-date on relevant regulations, policies, and best practices within the processing field.
- Provided outstanding customer service by promptly addressing inquiries and resolving issues.
- Reduced errors with meticulous attention to detail and thorough review of documentation.
Participant Service Representative
Aspira
03.2019 - 01.2020
- Developed rapport with customers, fostering long-term relationships and repeat business opportunities.
- Identified opportunities for process improvements within the department that resulted in increased efficiency while maintaining compliance with regulatory requirements.
- Conducted thorough research on behalf of clients to provide accurate information regarding their accounts or benefits plans.
- Assisted clients with account maintenance tasks, improving overall account management efficiency.
- Delivered personalized service to clients, resulting in increased client retention rates and referrals.
Chat Agent
Procter & Gamble Co
01.2016 - 03.2019
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Boosted sales revenue with persuasive product recommendations tailored to customer needs.
- Assisted in the training of new Chat Agents, sharing best practices and techniques for success.
- Retained dissatisfied customers by offering appropriate solutions that addressed their concerns.
- Provided excellent customer service while following through on responsibilities to customers and recovering from any errors made.
Application Data Processor
Willis Towers Watson's One Exchange
03.2014 - 01.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Education
Associate in Criminal Justice - Criminal Justice
Grantham University
Lenexa, KS08-2018
Skills
- Customer service
- Active listening
- Customer relations
- Critical thinking
- Payment processing
- Data entry
- Patient care
- Attention to detail
- Microsoft Word
- Data accuracy
Timeline
Remote Customer Service Representative
Austin Energy
03.2022 - 01.2025
Contact Investigator
TEKsystems
02.2020 - 03.2022
Participant Service Representative
Aspira
03.2019 - 01.2020
Credit Card Processor
Flashbanc
01.2019 - 10.2020
Chat Agent
Procter & Gamble Co
01.2016 - 03.2019
Application Data Processor
Willis Towers Watson's One Exchange
03.2014 - 01.2016
Associate in Criminal Justice - Criminal Justice
Grantham University
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