Kanesha Ashley
Holly Springs,MS
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.
Overview
17
17
years of professional experience
Work History
Transit Bus Operator
Chicago Transit Authority, CTA
Chicago, IL
08.2022 - 10.2023
- Conducted pre-trip inspections of the bus to ensure it was safe for operation.
- Monitored passengers to ensure they followed safety regulations and paid fares.
- Responded to customer inquiries regarding routes, schedules, and transfers.
- Assisted passengers with mobility devices in boarding and disembarking safely.
- Enforced passenger rules and regulations while providing courteous service.
- Provided assistance to elderly or disabled passengers with their transportation needs.
Youth Care Worker III
Heartland Alliance
Chicago, IL
04.2019 - 08.2022
- Developed and implemented individualized plans to meet the needs of youth in care.
- Provided crisis intervention services, including de-escalation techniques to ensure safety for all involved.
- Assisted in developing and implementing behavior management strategies with youth in care.
- Maintained accurate records of daily activities, progress notes, and incident reports.
- Participated in meetings with other staff members to discuss client progress, treatment plans, and goals.
- Monitored the physical environment to ensure safety of clients and staff.
- Facilitated group activities that promote socialization skills among youth in care.
- Counseled individuals on personal issues or concerns related to their home life or school situation.
Customer Service Representative
AT&T
Chicago, IL
06.2018 - 04.2019
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Medical Scheduler
Advocate Medical Group
Chicago, IL
04.2014 - 06.2018
- Processed incoming referrals for new patients, verifying insurance information and scheduling appointments accordingly.
- Provided support to physicians in the form of appointment scheduling, answering phones, verifying insurance coverage and handling other administrative duties as needed.
- Answered incoming calls from patients inquiring about their upcoming appointments or requesting changes to existing ones.
- Managed all aspects of patient scheduling including cancellations and rescheduling requests due to illness or emergency situations.
- Ensured that all necessary documents were completed correctly prior to patient's appointment date.
- Updated physician schedules on a daily basis based on changes made by providers throughout the day.
Childcare Provider
Creative Care Development & Learning CTR
Chicago, IL
06.2006 - 10.2015
- Assisted in developing and implementing lesson plans to meet the individual needs of each child.
- Provided a safe, nurturing and stimulating environment for children to learn and grow.
- Maintained daily records of activities, behaviors, meals and naps.
- Observed children's behavior and development, communicate information with parents.
- Organized age-appropriate activities such as games, arts and crafts and outdoor play.
- Taught basic skills such as personal hygiene, social manners and appropriate behavior.
- Prepared meals, snacks and refreshments for children according to dietary needs and restrictions.
- Used positive reinforcement and behavior modeling to instill discipline in children.
- Communicated daily with children's parents or guardians about daily activities, behaviors and related issues.
Education
Some College (No Degree) - Pharmacy Technology
Martinsburg College
Martinsburg, WV12-2024
High School Diploma -
Cornerstone High
Townsend, GA03-2003
Skills
- Data Entry
- Product Knowledge
- Inbound and Outbound Calling
- Scheduling
- Appointment Scheduling
- Active Listening
- Filing
- Clerical Support
- Customer Service
- Account Management
- Staff Training
- Typing 35 WPM
- De-Escalation Techniques
- Credit card payment processing
- Order Processing
References
References available upon request.
Timeline
Transit Bus Operator
Chicago Transit Authority, CTA
08.2022 - 10.2023
Youth Care Worker III
Heartland Alliance
04.2019 - 08.2022
Customer Service Representative
AT&T
06.2018 - 04.2019
Medical Scheduler
Advocate Medical Group
04.2014 - 06.2018
Childcare Provider
Creative Care Development & Learning CTR
06.2006 - 10.2015
Some College (No Degree) - Pharmacy Technology
Martinsburg College
High School Diploma -
Cornerstone High
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