Kanisha Walker
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
11
11
years of professional experience
Work History
CDR, HR LOA SVC
CVS HEALTH
01.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Maintained up-to-date knowledge on changes to state and federal leave regulations, proactively updating company policies in response to shifting legal requirements.
- Provided exceptional support to employees during their leaves of absence, addressing concerns and answering questions in a timely manner.
- Coordinated seamless transitions for employees returning to work after extended leaves of absence, ensuring appropriate accommodations were made when necessary.
- Ensured compliance with federal, state, and company leave policies through meticulous monitoring and documentation of all leaves of absence.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative
Continuum Global Solutions
11.2021 - 01.2023
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Set up and activated customer accounts.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
Teacher's Assistant
KinderCare Learning Centers
06.2013 - 03.2020
- Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
- Taught children foundational skills in colors, shapes and letters.
- Met with parents to discuss child behavior and academic progress.
- Administered and documented results of student assessments.
- Implemented hands-on, play-based strategies for experiential learning.
- Maintained student records according to rigorous confidentiality and privacy regulations.
- Created and implemented developmentally appropriate curriculum addressing learning styles.
- Developed professional relationships with parents, teachers, directors and therapists.
- Incorporated music, art and theater into lesson planning.
- Collaborated with colleagues on developing new classroom projects and monthly themes.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Answered phone calls and welcomed visitors to office.
Education
Child Development Associate - Education
Black River Technical College
Pocahontas, AR05.2010
High School Diploma -
Cross County High School
Cherry Valley, AR05.2008
Skills
- Creative Problem Solving
- Data Entry
- Call Documentation
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Customer Service
- Understanding Customer Needs
- Verbal and Written Communication
- Multitasking and Prioritization
- Customer Relations
- Policy Knowledge
Timeline
CDR, HR LOA SVC
CVS HEALTH
01.2023 - Current
Customer Service Representative
Continuum Global Solutions
11.2021 - 01.2023
Teacher's Assistant
KinderCare Learning Centers
06.2013 - 03.2020
Child Development Associate - Education
Black River Technical College
High School Diploma -
Cross County High School