Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kametria Chretain

Houston,TX

Summary

I've consistently prioritized customer satisfaction by actively listening to their needs, resolving issues promptly, and providing clear, concise information. I excel in adapting to various communication styles and maintaining a professional, empathetic demeanor.

Overview

10
10
years of professional experience

Work History

Customer Service Representative II

Directv/AT&T
11.2018 - 04.2024
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Benefits Specialist

Aon Hewitt
10.2016 - 11.2018
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
  • Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
  • Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
  • Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
  • Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
  • Collaborated with payroll department to ensure accurate deductions related to employee benefits plans were processed correctly each pay period.
  • Enhanced understanding of benefit offerings with effective communication materials and presentations.

Healthcare Customer Service Representative

Triple O's
03.2014 - 05.2016
  • Provided compassionate care to residents, assisting with daily tasks such as meal preparation and personal grooming.
  • Planned, prepared, and served meals and snacks according to prescribed diets.
  • Ran errands for patients, did shopping, and picked up other necessities.
  • Remained alert to problems or health issues of clients and competently responded.
  • Developed strong relationships with residents and families, fostering trust and open communication.

Education

North Forest High School
Houston, TX

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Complaint Handling
  • Microsoft Excel
  • Complaint resolution
  • Payment Processing
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call Center Operations
  • Microsoft Outlook
  • Scheduling
  • Follow-up skills

Timeline

Customer Service Representative II

Directv/AT&T
11.2018 - 04.2024

Benefits Specialist

Aon Hewitt
10.2016 - 11.2018

Healthcare Customer Service Representative

Triple O's
03.2014 - 05.2016

North Forest High School

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Kametria Chretain