Kaleenah Cubit
Goodyear,AZ
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Efficient billing and claim ticket professional with 5 years of experience. Productive and diligent with passion for resolving discrepancies through attention to detail and creative problem-solving. Passionate about perpetuating company values through impeccable work ethic and drive.
Overview
6
6
years of professional experience
Work History
Insurance Billing Specialist
Farmers Insurance
08.2022 - Current
- Collaborated with customers to resolve disputes.
- Maintained accurate records of customer payments.
- Reconciled accounts receivable to general ledger.
- Audited and corrected billing and posting documents for accuracy.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Monitored outstanding invoices and performed collections duties.
- Used data entry skills to accurately document and input statements.
- Encoded and canceled checks using bank machines.
Customer Service Representative
Bakkt
10.2022 - 02.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- 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.
- Trained new personnel regarding company operations, policies and services.
- Tracked customer service cases and updated service software with customer information.
Package Handler
Amazon
03.2020 - 10.2022
- Assisted in loading delivery trucks with prepared packages.
- Examined and inspected containers, materials and products to meet packing specifications.
- Logged packaging activities and filed reports in company databases.
- Sorted packages to appropriate slide, line or belt for final distribution.
- Scanned and sorted packages according to destinations and service type using handheld scanner.
- Tracked parcel movement using hand-held scanners and daily production sheets to keep records accurate.
- Managed warehouse operations and verified proper shipment procedures.
Outbound Call Customer Service Representative
Conversion Kings
03.2019 - 03.2020
- Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
- Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Updated customer accounts, addresses and contact information within call management databases.
- Addressed customer account discrepancies and concerns.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Responded to customer calls and emails to answer questions about products and services.
- Executed outbound calls and converted 50% of calls into sales.
- Detailed payment options and explained price, receipt and billing details to customers.
- Generated customer service reports to track customer satisfaction.
Barista Shift Lead
Starbucks
02.2017 - 03.2019
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Stocked customer service stations with paper products or beverage preparation items.
- Described menu items to customers and suggested products based on stated preferences.
- Collected payments and provided accurate change.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Gave samples of popular coffee and tea blends to create sales opportunities.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Promoted additional items with beverages, increasing store sales.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Created new training guidelines, and provided staff orientation and training.
Education
High School Diploma -
South Ridge Prep – Leona Connected Online
02.2022
Nursing Program -
Phoenix Community College
05.2021
Skills
- Customer Service
- Data Entry
- CRM Software
- Customer Data Confidentiality
- Sales Expertise
- Microsoft Office Expertise
- Outbound Calling
- Credit Card Transactions
- Detail-Oriented
- Customer Contact
- Collections
- Petty Cash Disbursement
- Stop Payments
- Billing Document Creation
- Billing Data Verification
- Review Documents
Timeline
Customer Service Representative
Bakkt
10.2022 - 02.2023
Insurance Billing Specialist
Farmers Insurance
08.2022 - Current
Package Handler
Amazon
03.2020 - 10.2022
Outbound Call Customer Service Representative
Conversion Kings
03.2019 - 03.2020
Barista Shift Lead
Starbucks
02.2017 - 03.2019
High School Diploma -
South Ridge Prep – Leona Connected Online
Nursing Program -
Phoenix Community College
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