KALILAH ROBERTS
Linden
Summary
Proactive and results-driven customer service professional with 3+ years of experience delivering high-quality support across phone, chat, and email platforms. Adept at troubleshooting technical issues, managing customer relationships, and optimizing support workflows to enhance customer satisfaction and retention. Highly skilled in CRM platforms (Zendesk, Salesforce), IT ticketing systems, and knowledge-based management. Strong communicator with a problem-solving mindset, empathy, and ability to handle high-volume interactions in fast-paced remote environments.
Overview
5
5
years of professional experience
Work History
Customer Operations Specialist
FanDuel Group
12.2022 - Current
- Deliver real-time chat and email support, resolving customer inquiries related to casino games and sportsbook platforms
- Diagnose technical issues, troubleshoot access problems, and escalate complex cases to development teams
- Utilize Zendesk and Slack to manage and track customer interactions, ensuring 98% response time under 2 minutes
- Spearheaded a support ticket automation initiative, reducing response times by 20% and enhancing service efficiency
- Handle 100+ inbound requests daily, maintaining a 90%+ first-contact resolution rate
- Proactively identify trends in customer issues and recommend improvements to platform functionality
Customer Service Representative
United Healthcare
11.2022 - 09.2024
- Assisted 120+ customers daily through phone, email, and chat, achieving a 95% customer satisfaction score
- Processed and adjudicated claims, ensuring compliance with policy and resolving disputes
- Led outreach campaigns, increasing customer retention by 10% through personalized follow-ups
- Reduced average call handling time by 25% by implementing an optimized knowledge base system
- Provided feedback on CRM enhancements, improving data accuracy and workflow efficiency
Customer Service Representative
FedEx
06.2020 - 11.2022
- Managed customer inquiries, order tracking, and issue resolution across phone, email, and chat
- Achieved a high first-contact resolution rate, improving delivery issue resolution by 18%
- Contributed to a 20% reduction in ticket volume by developing an extensive product knowledge base
- Assisted in onboarding and training of new support agents to maintain service quality consistency
Education
Psychology
Medgar Evers College, City University of New York
Skills
- Customer Support (Phone, Chat, Email)
- Technical Troubleshooting & Problem-Solving
- CRM & IT Ticketing Systems (Zendesk, Salesforce)
- Remote & Virtual Work Proficiency
- Data Entry & Case Management
- Multitasking & Time Management
- Conflict Resolution & De-Escalation
- Knowledge Base & Self-Service Optimization
- Cross-Functional Team Collaboration
- CRM & Support Platforms - Zendesk, Salesforce, Slack, Freshdesk
- Communication & Productivity Tools - Microsoft Teams, Google Workspace, Zoom
- Operating Systems - Windows, macOS
Timeline
Customer Operations Specialist
FanDuel Group
12.2022 - Current
Customer Service Representative
United Healthcare
11.2022 - 09.2024
Customer Service Representative
FedEx
06.2020 - 11.2022
Psychology
Medgar Evers College, City University of New York
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