Karla Keyes
Mt Olive,MS
Overview
16
16
years of professional experience
Work History
Team Leader/Manager
Concentrix
07.2021 - 06.2022
- Responsible for day to day supervision of a group of call center associated including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations
- Communicate expectations to employees and provide timely updates
- Provide subject matter expertise in handling escalated customer calls as needed
- Conduct Team Meeting to ensure expedient communication of relevant information and as an open forum for input, Schedule and organize team activities
- Stay current on internal work processes, policies and procedures. Attend required manager development training
- Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
Technical Support Advisor
Concentrix
09.2020 - 07.2021
- Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
- Follow appropriate escalation path to resolve technical issues, including making follow up outbound calls to customers or other parties as needed
- Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
- Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs)
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Clarify customer requirements, probe for understanding
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
Manager/Supervisor
01.2012 - 06.2020
- Prepared Tax Returns
- Data Entry
- Processed, printed & filed Tax Returns
- Collected money, checks, Credit Card payments
- Daily reports
- Handled customer concerns
Field Rep
05.2007 - 07.2008
- Pulled EOB's
- Data entry in AS400
- Process and mail insurance claims
- Research payments for discrepancies
- Process and maintain daily request log and monthly payment log
- Medical records request
Clerical Receptionist
04.2006 - 06.2006
- Received callers at establishment, determined nature of business and directed callers to destination
- Recorded name, time of call, nature of business and person called upon
- Typed memos, correspondence, reports, and invoices
- Answered inquiries from persons entering establishment
- Maintained all filing
- Mailed invoices to customers
- Assisted with accounts payables and received invoices from customers and suppliers
Office Assistant
01.2006 - 04.2006
- Executed daily operations of signing patients in and rescheduling
- Opened, sorted and distributed incoming mail
- Answered multi-line phone, delivered oral and written messages
- Marked, tabulated and filed articles and records
- Delivered items to other business establishments
- Obtained receipts and payment for articles delivered
- Data entry of patient information
Timeline
Team Leader/Manager
Concentrix
07.2021 - 06.2022
Technical Support Advisor
Concentrix
09.2020 - 07.2021
Manager/Supervisor
01.2012 - 06.2020
Field Rep
05.2007 - 07.2008
Clerical Receptionist
04.2006 - 06.2006
Office Assistant
01.2006 - 04.2006