Zendesk
Kamera Washington
Communications Specialist
Houston,TX
Summary
Experienced communications specialist adept at handling client inquiries, resolving complex issues, and collaborating with cross-functional teams to provide timely solutions. Demonstrated proficiency in developing effective communication strategies and ensuring superior customer satisfaction.
Overview
10
10
years of professional experience
Work History
Telephonic Interviewer
Illumifin
06.2024 - 03.2025
- Conducted virtual interviews for insurance company applicants or claimants in a quiet, professional environment without interruptions
- Collected concise, accurate documentation on client's health history and lifestyle information essential to the underwriting and claims process
- Met established quality and production expectations communicated by the department
- Assisted fellow employers and struggling agents via Microsoft Teams portal in real time
- Managed workload effectively by prioritizing tasks according to deadlines while maintaining attention to detail in all aspects of the assessment process.
- Ensured consistent application of state laws, policies, and procedures across all assessments by collaborating closely with fellow assessors.
Outbound Call Center Agent
Professional Research Consultants Inc
04.2024 - 07.2024
- Made outbound calls to conduct surveys on behalf of hospitals
- Participated in projects to make outbound calls to residents to assess community needs
- Inbound call handling of information lines regarding healthcare, benefits, and/or government programs
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Representative
True Zion Ventures
08.2021 - 04.2024
- Maintained quality assurance and remained in compliance with relevant guidelines
- Provided comprehensive customer support by managing a high volume of inbound customer inquiries via multiple communication channels.
- Performed needs analysis and presented options based on findings to help customers make decisions
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Social Media Manager
J. Mcfarland
12.2018 - 08.2021
- Analyzed and reported social media and online marketing campaign results
- Monitored online presence and engaged with users
- Optimized posting schedules based on platform-specific analytics to maximize content visibility.
- Managed multiple social media platforms, ensuring consistent and impactful brand messaging.
Administrative Assistant
J. Mcfarland
06.2018 - 12.2018
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Responded to inquiries from callers seeking information.
- Maintained inventory of office supplies and placed orders.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
- Volunteered to help with special projects of varying degrees of complexity.
Education
Some College (No Degree) - Communications - Public Relations
University of Houston
Houston, TX 08.2019 - Current
Skills
Report Generation
Customer Retention
CRM Software
Microsoft Office
Customer Order Management
Account Management
Complaint Resolution
Customer Relations
Customer Service
Time Management
Team Collaboration
SOP Creation
Multichannel Communication
Problem Solving
Data entry
Documentation
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementCompany CultureTeam Building / Company RetreatsPaid sick leaveHealthcare benefitsWork-life balanceSoftware
Salesforce
Jira
Twilio
Mailchimp
Microsoft Excel
Python
SQL
Java
Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Telephonic Interviewer
Illumifin
06.2024 - 03.2025
Outbound Call Center Agent
Professional Research Consultants Inc
04.2024 - 07.2024
Customer Service Representative
True Zion Ventures
08.2021 - 04.2024
Some College (No Degree) - Communications - Public Relations
University of Houston
08.2019 - Current
Social Media Manager
J. Mcfarland
12.2018 - 08.2021
Administrative Assistant
J. Mcfarland
06.2018 - 12.2018