Kapresha Mcdonald
Sanford,NC
Summary
Energetic Customer Service Representative with 3+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Conduent
07.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Identified and understood customer needs
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- used excellent communication and multitasking skills
- Researched customer issues to help find workable solutions
Medical Customer Service Representative
Ciox health
08.2022 - 06.2023
- Outbound calling
- Sending and receiving correspondence
- Data entry
- Performs quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing
- Provides excellent customer service by being attentive, respectful and professional at all times; ensures understanding of customer requests and follows-through as promised; being proactive in identifying and addressing member concerns, or problems
- Demonstrates helpful and effective telephone etiquette and customer service skills by providing appropriate information to callers
- Processing medical record requests by taking calls from patients, insurance companies and attorneys to provide medical record status
- Documenting information in multiple platforms using two computer monitors
- Completes release of information requests including retrieving patient's medical charts and returning charts, copying/scanning medical records accurately and correctly
Customer Service Representative
Spectrum Communications
01.2019 - 08.2022
- Take inbound calls from customers & help troubleshoot internet/cable issues
- Quickly solve customers issues while taking high volume calls
- Multi task
- Take and process Customer payments
- In depth walk through of how to setup services in home
- Provide information about products/services
- Resolve any emerging problems that customers might face with accuracy and efficiency
- Analyzes customer issues to understand customer perspectives and communicates accordingly
- De- escalating customer issues
- Take a high volume of inbound live chats and help de- escalate and resolve customer sensitive issues via chat
- Utilize multi computer screens and navigate multiple applications
- Handle multiple job tasks at one time and escalate issues in a timely manner
Cashier
Walmart
02.2016 - 01.2019
- Greet customers
- Handling money and taking multiple forms of payment
- Answering any customer inquiries
- Accepting customer returns
- Provide quick and friendly check out experience
- Bag and scan customer items
Education
High school diploma -
Western harnett
Lillington, NC06.2015
Skills
- Attention to detail
- Customer Service
- Computer Operation
- Live Chat
- Phone Etiquette
- Computer Skills
- Technical Support
- Cold Calling
- Multi tasking
- De- escalating highly escalated and sensitive customer issues
- Solutions-oriented
- Computer knowledge and internet navigation skills
- Effective oral and written communication skills
- Active listening
- Time management skills
- Empathy
- Critical Thinking
- Problem-solving abilities
- Active Listening
- Call center experience
- Customer Relations
- Computer Proficiency
- Data Entry
- Efficient in Windows PC
Certification
Certified Dental Assistant
Timeline
Customer Service Representative
Conduent
07.2024 - Current
Medical Customer Service Representative
Ciox health
08.2022 - 06.2023
Customer Service Representative
Spectrum Communications
01.2019 - 08.2022
Cashier
Walmart
02.2016 - 01.2019
High school diploma -
Western harnett
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