Kala Rice
Portsmouth,VA
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Contact Specialist
Pinnacle
2700 Cromwell Dr
02.2024 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained detailed records of customer interactions, transactions, and feedback for continuous improvement efforts.
- Prevented potential escalations by proactively identifying customer issues and coordinating appropriate resolutions.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Contributed to an increase in positive online reviews through exceptional service delivery and follow-up procedures.
- Reduced response times by efficiently prioritizing and managing high volumes of incoming calls.
- Provided excellent customer service and provided answers to client questions within set standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Geico Claims Representative
Geico Insurance Company
Virginia Beach, VA
02.2021 - Current
- My responsibilities are to take inbound calls from customers involved in auto accidents, determine liability, schedule auto repairs, and issue payment for damages.
Customer Service Representative
Tidewater Finance Company
Norfolk, VA
09.2017 - 01.2021
- My responsibilities were to make inbound and outbound calls to customers with delinquent accounts and set up payment arrangements to bring accounts current.
Store Manager
Philadelphia Cold Cuts
Virginia Beach, VA
07.2010 - 09.2017
- My duties were to open and close store, manage bank deposits and cash register, provide customer service to customers, run grill, cook food, and make sure all employees were properly trained.
Education
High school diploma - undefined
Cherry Hill School Of Performing Arts
Inkster, MI06.2008
Skills
- Customer Service (17 years)
- Supervising experience
- Microsoft Office
- Computer Skills
- Microsoft Excel
- Data entry
Certification
Employee of the month June 2025,Examplar,Perfect Attendance
Assessments
- Customer focus & orientation — Proficient
- October 2021
- Responding to customer situations with sensitivity
- Full results: Proficient
Timeline
Customer Contact Specialist
Pinnacle
02.2024 - Current
Geico Claims Representative
Geico Insurance Company
02.2021 - Current
Customer Service Representative
Tidewater Finance Company
09.2017 - 01.2021
Store Manager
Philadelphia Cold Cuts
07.2010 - 09.2017
High school diploma - undefined
Cherry Hill School Of Performing Arts