Kanisha Smith
Opelika
Summary
Dedicated and customer-focused professional with extensive experience in high-volume customer service environments, combined with newly acquired hands-on technical training through the Facility Maintenance Academy at Southern Union State Community College. Skilled in communication, problem-solving, and delivering exceptional client support while efficiently managing inquiries and resolving issues. Recently developed foundational skills in carpentry, plumbing, and electrical assistance, bringing a well-rounded skill set that bridges customer service and skilled trades. Known for reliability, adaptability, and a strong commitment to learning, growth, and contributing to team success in both customer-facing and technical roles.
Overview
13
13
years of professional experience
4
4
Certifications
Work History
CSR - Customer Service Representative
Dominion Energy
04.2023 - Current
- Provided support for electric power services, addressing billing inquiries, facilitating online account registration, and coordinating service start/stop for move-ins and move-outs.
Healthcare CSR
Kaiser Permanente
02.2021 - 03.2023
- Screening and routing patient calls to other departments efficiently, insuring accurate registration, appointment scheduling and follow-up appointment scheduling in database.
- Responding to patient's questions and needs by editing, canceling and re-scheduling appointment as necessary according to protocols.
- Responding to patients' questions and needs by editing, canceling and re-scheduling appointments as necessary according to protocols.
- Maintaining a good working relationship and effective communication both within the department and with other departments for the benefit of the patients.
CSR - Customer Service Representative
Afni-Verizon Wireless Premium Retailer
Opelika
11.2016 - 02.2021
- Identify and assess customers' needs to achieve satisfaction
- Handled complaints by providing timely solutions and alternatives, ensuring customer satisfaction through consistent follow-up
- Resolved product or service issues by clarifying complaints, determining root causes, selecting optimal solutions, expediting adjustments, and following up to ensure complete resolution
- Gathered payment information and essential customer data to ensure efficient transaction processing and enhance customer experience.
Team Leader
Walmart
Opelika
01.2014 - 07.2016
- Trained team members on product handling, storage, stocking, ordering, equipment operation, displays, and product rotation to maintain operational standards.
- Ensured customer satisfaction through friendly and efficient service while resolving issues promptly.
- Provided immediate and undivided attention to every customer to enhance service experience.
- Maintains safe and sanitary work conditions throughout Grocery Department in compliance with applicable Health and Safety codes.
Wal-Mart Associate
Walmart
Birmingham
01.2013 - 07.2014
- Stocked shelves, created attractive displays, organized merchandise on sales floor to enhance customer experience
- Blocked aisles at end of shift, followed proper procedures, checked key sales items to ensure adequate stock availability
- Provided support across various store departments, including bakery and fabrics, to enhance customer service.
- Built strong relationships with customers through product advice and assistance.
Education
Associate's degree - Communications
Lawson State Community College-Birmingham Campus
Birmingham, AL01-2013
Skills
- Customer service
- Communication
- Conflict resolution
- Problem-solving
- Upselling
- Product knowledge
- Data entry
- Typing
- Microsoft Word
- Computer skills
- Windows
- Technical support
- Medical Office Experience
- Medical Terminology
- HIPAA
- CPT Coding
- Medical coding
- Front desk
- Product knowledge
Personal Information
Work Permit: Authorized to work in the US for any employer
Certification
Carpentry Assistant Certificate, SUSCC
Timeline
CSR - Customer Service Representative
Dominion Energy
04.2023 - Current
Healthcare CSR
Kaiser Permanente
02.2021 - 03.2023
CSR - Customer Service Representative
Afni-Verizon Wireless Premium Retailer
11.2016 - 02.2021
Team Leader
Walmart
01.2014 - 07.2016
Wal-Mart Associate
Walmart
01.2013 - 07.2014
Associate's degree - Communications
Lawson State Community College-Birmingham Campus