Kaneisha Kelley
Albany,Ga
Summary
Experienced Customer Service Representative with over 14 years of proven success in customer service and call center operations. Expertise in patient registration, appointment scheduling, call center management, and insurance verification. Recognized for exceptional communication skills and a strong commitment to enhancing client experiences through efficient and empathetic service. Adept at providing top-notch support in a remote setting, maintaining professionalism and adaptability.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Community Support Associate/Onboarding Specialist
ConnectRN
10.2019 - Current
- Company Overview: Leading a platform that connects the nursing community with various opportunities that revolutionize the way hospitals and healthcare facilities manage their workforce
- Responsible for being the first point of contact for all incoming calls and inquiries to ConnectRN
- Swiftly working cases regarding timesheet mediations/approvals, account lockouts, account update requests, attendance, and escalating advanced technical issues for in depth team review
- Maintaining telecommunication with various facility Supervisors/Managers
- Contributing to the scheduling team by aiding in other tasks as needed, such as calling nurses to fill shifts or touching base with facilities regarding their staffing needs
- Assisted with outbound calling to recruit several clinicians interested in becoming a part of the Community
- Moved clinicians throughout application stages as well as guiding clinicians through specific processes such as TB testing, Background Checks, and I9 forms
- Created profiles for newly onboarded clinicians and lead onboarding trainings by offering walk through lessons for navigating through app
- Leading a platform that connects the nursing community with various opportunities that revolutionize the way hospitals and healthcare facilities manage their workforce
Help Desk / Customer Support Associate
Doverstaffing Inc
02.2015 - 09.2019
- Responsible for providing technical assistance and support to customers, ensuring efficiency and customer satisfaction
- Utilized remote VNC application suite for managing remote software installations and Microsoft update rollouts to end user's PC's
- Assisted customers in the installation and troubleshooting of VPN solutions
- Acted as a customer liaison between tier 2 escalation for trouble tickets requiring additional policy management
- Effectively followed up on various email correspondence from several brokerage firms prospecting info on their new potential clients
- Installed and supported requested line-of-business applications on employee desktops and laptops
- Assisted Information Technology Administrators when needed and required on Active Directory for password unlocks
- Evaluated and documented via ServiceNow issues regarding both customer and employee facing trouble
Customer Support Associate
Randstad
05.2010 - 02.2015
- Accountable for the execution and successful delivery of consumer base line products to support new and existing customers
- Provided an elevated customer experience to retain loyal clientele
- Performed level 1 technical walk throughs package installations and promotional usage on compatible operating systems
- Developed a reputation as an effective service provider with prominent levels of accuracy
- Utilized critical thinking skills to resolve customers issues and enhancing service levels
- Maintained a detailed delivery calendar of opened tickets, schedules, and appointments
- Performed outbound calls for requested callbacks, and or to follow up on enrollments status
Education
B.S - Information Technology
Western Governors University
12.2025
Skills
- Proficiency in Windows 7/10/11
- Proficiency in Microsoft
- Office365 suite
- Proficiency in Microsoft Teams
- Initiative-taking
- Focused
- Creative analytical person
- Adaptability
- Service Now
- Slack
- Zendesk
- Foundation
- Deadline-driven
- Strong People Skills
- Organized
- Resourceful
- VMWare Applications
- AWS Workspace
Certification
- Certified in First Aid, CPR, and AED
- CompTIA IT Fundamentals ITF+, 08/01/24
- CompTIA A+, Ontrack
- CompTIA Network +, Ontrack
- CompTIA Security +, Ontrack
Affiliations
- IEEE, Student, 05/01/23
- SANS Institute Community
Areasofsoftskills
- Deadline-driven
- Strong People Skills
- Organized
- Resourceful
- VMWare Applications
- AWS Workspace
- Microsoft Server 2008/2012/2016
- Salesforce
- Openness to criticism
- Customer Service/Support
- Logistic Planning
- Time Management
Awards
National Society of Leadership and Success, 2019
Areasoftechnicalknowledge
- Proficiency in Windows 7/10/11
- Proficiency in Microsoft
- Office365 suite
- Proficiency in Microsoft Teams
- Initiative-taking
- Focused
- Creative analytical person
- Adaptability
- Service Now
- Slack
- Zendesk
- Foundation
Timeline
Community Support Associate/Onboarding Specialist
ConnectRN
10.2019 - Current
Help Desk / Customer Support Associate
Doverstaffing Inc
02.2015 - 09.2019
Customer Support Associate
Randstad
05.2010 - 02.2015
B.S - Information Technology
Western Governors University