Kanisha Mullins
San Antonio,TX
Summary
Dynamic, results-driven professional with 12 years of experience in customer service, management, and roadside assistance. Proven track record of enhancing service quality, streamlining support procedures, and improving customer satisfaction. Skilled in team management, training, and employee retention. Adept at efficiently resolving customer inquiries and maintaining high satisfaction scores. Proficient in utilizing CRM software for accurate record-keeping and collaborating with teams to improve service processes. Strong leadership, communication, and problem-solving abilities. Known for maintaining detailed records and contributing to data-driven improvements. Excited to leverage diverse skill set to excel in a new role.
Overview
8
8
years of professional experience
Work History
Application CSR Seasonal
WTW
09.2024 - 12.2024
- Assisted with Medicare applications.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Worked remote
Insurance Verification Rep
Centerfield
05.2024 - 08.2024
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Made contact with insurance carriers to discuss policies and individual consumer benefits.
- Assisted consumers with finding a client with personalized insurance coverage and benefits.
- Worked remote
Customer Service Rep
EZ PASS
12.2023 - 06.2024
- Resolved customer issues efficiently, improving response time and service quality
- Guided families through complex processes, ensuring compliance and accurate documentation
- Collaborated with team to streamline support procedures, resulting in better service delivery.
General Manager
IHOP
01.2017 - 12.2023
- Directed staff training and development, resulting in improved service quality and employee retention
- Boosted service quality by leading staff training, enhancing retention.
Roadside Rep
Convergint
03.2021 - 11.2023
- Provided timely roadside assistance, resolving over 500 incidents, ensuring driver safety and satisfaction
- Collaborated with team to streamline processes, reducing response times by 12%, enhancing service efficiency
- Utilized problem-solving skills to address diverse vehicle issues, improving customer retention rates
- Maintained detailed records of service calls, contributing to data-driven improvements in operations.
- Worked in call center
Data Entry Clerk
Sparks Wiz Limited
03.2021 - 09.2022
- Sorted documents and maintained organized filing process.
- Organized, sorted, and checked input data against original documents.
- Corrected data entry errors to prevent duplication or data degradation.
- Used computer software to store and retrieve data.
- Updated and maintained customer information, documents and records.
- Completed data entry tasks with accuracy and efficiency.
- Verified accuracy of data entered into system to produce error-free reports.
- Worked remote
Remote Customer Service Rep
Convergies
01.2020 - 02.2021
- Handled customer inquiries via phone and email, resolving issues efficiently and boosting satisfaction
- Achieved high customer satisfaction scores, consistently exceeding performance metrics
- Utilized CRM software to track and manage customer interactions, ensuring accurate record-keeping
- Collaborated with team members to improve service processes, resulting in reduced response times
- Provided feedback to management on recurring issues, contributing to process improvements.
Front desk receptionist
Little country schoolhouse
11.2018 - 12.2019
- Managed front desk operations, ensuring smooth check-ins/outs and elevating guest satisfaction levels
- Streamlined front desk processes, enhancing efficiency and guest experience
- Addressed guest inquiries and resolved issues promptly, contributing to positive feedback.
Education
Certification -
Houston Community College
02.2024
High school diploma - undefined
Northeast High School
08.2018
Skills
- Communication
- Ability to Work Under Pressure
- Knowledge of Professional Development
- Training Activities
- Service Quality
- Problem Solving
- Business Process Modeling
- Customer Retention
- Customer Service
- Service Delivery
- Customer Experience
- Customer Relationship Management
- Microsoft Office
- Ability to Work in a Team
- Team Management
- Employee Retention
- Phlebotomy
- Safety Principles
- Retention Rate
- User Assistance
- Roadside Assistance
- Streamline
- Customer Satisfaction
- Performance Management
- Medical Terminology
- Agile Methodology
- Git
- JavaScript (Programming Language)
- ReactJS
- Administrative Operations
- Communication Skills
- Team Working
- Time Management
- C (Programming Language)
- Java (Programming Language)
- NodeJs
- SQL Databases
- Office Procedures
- Leadership
- Call center experience
- Complaint Handling
- Paperwork Processing
- CRM Software
Timeline
Application CSR Seasonal
WTW
09.2024 - 12.2024
Insurance Verification Rep
Centerfield
05.2024 - 08.2024
Customer Service Rep
EZ PASS
12.2023 - 06.2024
Data Entry Clerk
Sparks Wiz Limited
03.2021 - 09.2022
Roadside Rep
Convergint
03.2021 - 11.2023
Remote Customer Service Rep
Convergies
01.2020 - 02.2021
Front desk receptionist
Little country schoolhouse
11.2018 - 12.2019
General Manager
IHOP
01.2017 - 12.2023
High school diploma - undefined
Northeast High School
Certification -
Houston Community College