Kala Blakney
Camden
Summary
Detail-oriented office manager with a solid foundation in customer support and administrative tasks. Expertise in scheduling and handling sensitive inquiries while consistently achieving high customer satisfaction ratings. Strong communication and organizational skills streamline operations and foster positive relationships in high-volume environments.
Overview
8
8
years of professional experience
Work History
Customer Support Representative
Conduent
01.2024 - 02.2026
- Scheduled appointments for clients at multiple H&R Block office locations based on customer needs, availability, and geographic preference.
- Assisted customers with appointment modifications, cancellations, rescheduling requests, and location changes.
- Provided exceptional customer service while handling sensitive tax-related inquiries and account information.
- Utilized multiple software applications simultaneously to accurately document customer interactions and appointment details.
- Maintained professionalism and empathy while assisting customers during high-volume peak tax seasons.
- Educated customers on available tax preparation services and directed them to appropriate resources.
- Demonstrated strong attention to detail when verifying customer information and scheduling accuracy.
- Consistently met quality assurance, attendance, and productivity metrics.
- Assisted members with benefit questions, eligibility verification, coverage information, and healthcare-related inquiries.
- Resolved complex customer concerns while maintaining compliance with HIPAA and confidentiality requirements.
- Navigated multiple systems and databases to research member accounts and provide accurate information.
- Coordinated healthcare-related services and directed members to appropriate providers and resources.
- Documented customer interactions thoroughly and accurately within company systems.
- Delivered compassionate and patient-focused service while assisting members with healthcare concerns.
- Maintained high customer satisfaction ratings through effective communication and problem resolution.
- Managed high-volume inbound calls while maintaining efficiency and accuracy.
- H&R Block Client
Customer Service/ Tech Support
Kelly Services
08.2021 - 12.2023
- Interact with customers and responded to their questions via email, phone, website live chat, and online forums.
- Follow up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
- Submit service tickets for requests for equipment maintenance.
- Use test scripts, personal expertise, and probing questions to break down and evaluate user problems.
- Clarify the customer's complaint, determine the cause of the problem, select and explain the best solution to solve the problem, expedite correction or adjustment, and follow up to ensure resolution.
- Assist 125 customers daily by approaching conversations with a positive and empathetic attitude.
- Maintain a high level of professionalism and calmness with all personnel even in high-stress situations.
- Consistently maintain 100% customer satisfaction ratings through quality control.
- Exceed QA & KPI service goals.
- B2B Inbound & Outbound calls.
Customer Service Representative
Teleperformance
02.2018 - 08.2021
- Average 100 calls, emails, and faxes per day, answering customer questions, solving problems, and providing PHI.
- Ensured proper call routing to facilitate customer service operations.
- Provide information about their insurance coverage, what is included in the customer’s benefit plan, addressing copays, and assisting with coverage determination.
- Processed prescription refill requests, tracking order progress to ensure timely delivery.
- Educated customers on online self-service options, troubleshooting issues to enhance user experience.
- Empathized with customers, resolving concerns to streamline their healthcare experience.
- Navigate through multiple computer applications with speed & accuracy.
Education
Some College (No Degree) -
Hartsville High School
Hartsville, SCSkills
- Customer Support
- Customer Retention
- Customer Satisfaction
- Conflict Resolution
- Escalation Management
- Complaint Resolution
- Active Listening
- Relationship Building
- Call Center Operations
- Member Services
- Client Support
- Account Management
- Appointment Scheduling
- Calendar Management
- Schedule Coordination
- Appointment Confirmation
- Rescheduling & Modifications
- Administrative Support
- Documentation Management
- Records Maintenance
- Data Verification
- Time Management
- Microsoft Office Suite
- Microsoft Outlook
- Microsoft Teams
- Google Workspace
- Salesforce CRM
- Zendesk
- Slack
- Data Entry
- CRM Software
- Virtual Communication Platforms
- Ticketing Systems
- Live Chat Support
- Email Support
- Internet Research
- Multi-System Navigation
- Remote Work Technology
- Typing 45 WPM
- Computer Troubleshooting
- Detail-Oriented
- Adaptable
- Fast Learner
- Team Collaboration
- Strong Written Communication
- Professional Phone Etiquette
- Critical Thinking
- Analytical Problem Solving
- Empathy
- Dependability
- Self-Motivated
- Organizational Skills
- Quality Assurance Focus
- Multitasking
Timeline
Customer Support Representative
Conduent
01.2024 - 02.2026
Customer Service/ Tech Support
Kelly Services
08.2021 - 12.2023
Customer Service Representative
Teleperformance
02.2018 - 08.2021
Some College (No Degree) -
Hartsville High School