Kanesha (Kay) Harris
Dallas,TX
Summary
With 14 years of experience in customer service, I have developed strong communication and problem-solving skills, enabling me to excel in diverse environments. My adaptability has consistently improved client satisfaction and retention rates. Recognized for reliability, positivity, and motivation, I am dedicated to driving company growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Advocacy 1
Baylor Scott & White
03.2022 - Current
- Under general supervision, communicated to Members and Providers policies, procedures and services of the Plan to ensure complete knowledge of the Plan
- Assisted Members with access to the Plan system, and helped members pick an appropriate physician, and assist with appointments
- Drug inquires for Personal Plans with working knowledge of other products, based on first contact resolution guidelines
- Verified demographic information on all inquiries and updates the Plan system
- Assisted Members with concerns and effectively works toward a resolution before the concern escalates to a complaint
- Accessed appropriate sources to obtain benefit information requested by Member and Providers
- Acted as liaison between Members, Providers and billing offices, with follow through to resolve issues
- Accurately documented phone log records for each inquiry with appropriate messaging based on department standards
- Completed proficiency testing following initial Advocate training
- Completed Customer Service training and successfully pass proficiency exam to maintain CSA position
- Proficient in typing and basic computer skills
- Performed well in a fast-paced, stressful routine work environment
- Great phone etiquette and uses effective communication skills (both verbal and written)
- Became Familiar with policies, procedures and new products offered by Marketing
- Able to multi-task
- Knowledgeable in public relations with a diverse customer base
- Able to problem solve and act as advocate for the customer
Customer Assistance Representative
Verizon
03.2017 - 03.2022
- Demonstrated self-discipline, time management, ability to collaborate virtually
- Experience in resolving customer issues, billing, and/or handling product Q&A
- Maintained Interest in learning new technologies
- Experience promoting and/or selling products and services
- Demonstrated communication skills
- Actively looked for growth, referral, and expansion sales opportunities
- Assisted incoming customer inquiries related to contractual, product and other matters as well as escalations
- Assisted customers and local teams with billing queries and related activities
- Assisted customers and local teams with contractual amendments and related activities
- Able to multi-task
Member Service Representative
Youfit Health Clubs
10.2019 - 06.2021
- Provide excellent customer service for customers through knowledge of company policy
- Answer phones and follow directed scripts to solve issues
- Proficient knowledge of Microsoft Programs
- Proficient knowledge of DataTrak to process payments, track members accounts, and create new accounts
- Maintain clubs cleanliness
Property Manager/Leasing Agent
Public Storage
08.2016 - 02.2019
- Maintain property cleanliness
- Maintain safety for clients and staff
- Sell units and collect payment
- Follow up with customers regarding interest in unit
- Security checks over the property
- Stay knowledgeable about new products and promotions
Server Manager
Fox And Hound Bar And Grill
03.2014 - 06.2018
- Trained servers on order management, food service quality and how to build rapport with guests.
- Welcomed and greeted guests before presenting special menu items to clients.
- Handled guest complaints in positively and offered appreciation tokens to build customer loyalty.
- Led team of servers to consistently meet customer service and sales targets.
- Troubleshot complex technical issues effectively, reducing resolution time significantly while maintaining customer satisfaction levels.
- Managed multiple servers across diverse platforms, ensuring seamless integration and interoperability.
Education
Associate Degree - Biology, Criminal Law
Collin College
Frisco, TX01.2013
High School Diploma -
Frisco High School
Frisco, TX06.2010
Skills
- Customer Service
- Server
- Sales
- Training
- POS
- Call center experience
- Typing (Proficiency in Microsoft Applications)
- Property management
- Data entry skills
- Service-oriented mindset
- Billing and payments
- Resolving conflicts
- Healthcare assistance
- Multitasking Abilities
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved team growth through effectively helping with Healthcare.gov (Medicare and Medicaid programs).
- Documented and resolved medical issues which led to overall customer satisfaction growth.
Certification
- Food Handlers
- TABC Certification
Languages
Spanish
Limited Working
Timeline
Customer Advocacy 1
Baylor Scott & White
03.2022 - Current
Member Service Representative
Youfit Health Clubs
10.2019 - 06.2021
Customer Assistance Representative
Verizon
03.2017 - 03.2022
Property Manager/Leasing Agent
Public Storage
08.2016 - 02.2019
Server Manager
Fox And Hound Bar And Grill
03.2014 - 06.2018
Associate Degree - Biology, Criminal Law
Collin College
High School Diploma -
Frisco High School
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