Kanisha Mincey
Fort Pierce,FL
Summary
Experienced Customer Service Representative with a focus on effective communication and problem-solving. Utilizes active listening skills to understand customer needs and desires, providing tailored solutions that enhance their overall experience. Demonstrates a service-oriented approach, consistently delivering exceptional customer service to build long-lasting loyalty. Possesses excellent oral and written communication skills, as well as analytical abilities to quickly identify and resolve issues.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
iVox Solutions
10.2023 - 12.2024
- Resolved technical issues for both business and residential customers by providing thorough account reviews and addressing inquiries related to internet, cable, and phone services
- Delivered tailored business solutions to meet the specific needs of customers, enhancing their overall service experience
- Managed high-stress situations with poise, effectively resolving disputes and conflicts while maintaining a professional demeanor
School Bus Aide
St. Lucie County School Board
01.2023 - 08.2023
- Maintained student safety and discipline during transit by assisting with orderly boarding and departure routines
- Supported students with special needs, including securing wheelchair tie-downs and assisting with emergency evacuations
- Documented and reported student conduct violations and managed lost-and-found items to enhance school transportation operations
Temp Verification Specialist
Together Health
10.2022 - 12.2022
- Utilized feedback from performance reviews to enhance role proficiency and deliver high-quality verification services
- Ensured professional engagement with external parties, maintaining the integrity of the verification process
- Balanced a multifaceted workload, adeptly handling multiple cases to uphold standards of quality and accuracy
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Verified client information by analyzing existing evidence on file.
Customer Service Representative Remote
Teleperformance USAA Deposit
06.2022 - 08.2022
- Assisted military clients with enrollment processes and updated personal profiles to ensure accuracy and security
- Provided remote customer support by addressing inquiries, resolving issues, and maintaining a high standard of service
Security Guard Officer
Allied Universal
04.2022 - 06.2022
- Monitored emergency room activities, maintaining a secure environment for patients, staff, and visitors
- Ensured safety protocols were adhered to, effectively reducing potential risks within the hospital premises
Contract Auxiliary Volunteer
Cleveland Clinic
10.2021 - 03.2022
- Transported patients to various hospital departments and assisted with transfers between beds and mobility devices
- Facilitated the safe and efficient discharge of patients by providing transportation to the hospital exit
- Maintained cleanliness and proper functioning of hospital equipment through regular disinfection and upkeep
Security Officer
Securitas
10.2020 - 06.2021
- Greeted guests with professionalism and courtesy, fostering a welcoming environment while prioritizing safety
- Conducted routine patrols of critical areas to identify and mitigate security issues
- Enforced strict access controls and verified identification to prevent unauthorized entry into facilities
Customer Service Representative
Teleperformance
06.2018 - 07.2020
- Addressed inbound and outbound calls, offering detailed explanations of health plan features including premium costs and doctor bills to ensure customer comprehension
- Managed customer inquiries and feedback with professionalism, maintaining courteous interaction and delivering high-quality service
Customer Service Representative
Convey Health Solutions
11.2015 - 02.2017
- Addressed and resolved member inquiries regarding order placement using OTC benefits to ensure optimal customer satisfaction
- Efficiently navigated high-stress scenarios, resolving disputes and conflicts with a consistent professional demeanor
- Maintained accurate and up-to-date customer account information, contributing to the integrity of service records
Housekeeper/Houseman
Best Western
01.2014 - 01.2015
- Ensured high standards of cleanliness and comfort by thoroughly cleaning guestrooms, replacing linens, and restocking amenities
- Maintained a clean and welcoming environment in guest areas to enhance visitor satisfaction and uphold the establishment's reputation for excellence
Education
Graduate Certificate - Medical Administration Assistant
Ashworth College
Norcross, GA06.2016
Skills
- Scheduling
- Account updating
- Complaint resolution
- Multi-line phone talent
- Shipping procedures
- Team collaboration
- Typing 25 wpm
- Complaint handling
- Credit card payment processing
- Technical troubleshooting
- Multitasking and organization
- Microsoft Excel
- Follow-up skills
- Call center procedures
- Customer relationship management (CRM)
- Banking operations support
- Tracking complaints
- Call center experience
- Active listening
- Negotiation strategies
- Spreadsheets
- Customer education
- Medical terminology
- Critical thinking
- Positive and professional
- De-escalation techniques
- Computer proficiency
- Microsoft PowerPoint
- Appointment scheduling
- Product knowledge
- Information security
- Problem resolution
- Reading comprehension
- High-energy attitude
- CRM software
- Dispute resolution
- Cold Calls
- Out bound /Inbound calls
- Multitask systems
- High Call Volume
- Customer support
Timeline
Customer Service Representative
iVox Solutions
10.2023 - 12.2024
School Bus Aide
St. Lucie County School Board
01.2023 - 08.2023
Temp Verification Specialist
Together Health
10.2022 - 12.2022
Customer Service Representative Remote
Teleperformance USAA Deposit
06.2022 - 08.2022
Security Guard Officer
Allied Universal
04.2022 - 06.2022
Contract Auxiliary Volunteer
Cleveland Clinic
10.2021 - 03.2022
Security Officer
Securitas
10.2020 - 06.2021
Customer Service Representative
Teleperformance
06.2018 - 07.2020
Customer Service Representative
Convey Health Solutions
11.2015 - 02.2017
Housekeeper/Houseman
Best Western
01.2014 - 01.2015
Graduate Certificate - Medical Administration Assistant
Ashworth College
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