Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kayana Smith

Lincoln Park,Michigan

Summary

Customer-focused professional with proven experience in providing inbound and outbound telephone support, assisting customers and agents with both written and verbal requests. Proficient in servicing a wide range of product types, with a strong ability to resolve issues efficiently and enhance customer satisfaction. Known for consistently increasing transaction knowledge and delivering exceptional support in fast-paced environments. Skilled in communication, problem-solving, and maintaining a high level of product expertise.

Overview

6
6
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE

Conduent
08.2024 - Current
  • Provide front-line support for members with inquiries regarding medical, dental, pharmacy, and vision benefits.
  • Handle 50–80 inbound calls daily, assisting with claims status, coverage verification, and billing concerns.
  • Resolve escalated issues by coordinating with internal departments and following up with members.
  • Educate members on preventive care options, policy updates, and online tools to enhance user experience.
  • Document all interactions accurately in CRM system, maintaining compliance with HIPAA regulations.
  • Recognized for achieving high customer satisfaction ratings and exceeding monthly quality assurance benchmarks.

Hospitality Professional

Vicente Cuban Cuisine
08.2021 - 01.2024
  • Delivered exceptional customer service in a fast-paced, high-volume setting, ensuring customer satisfaction.
  • Managed multiple tables simultaneously, demonstrating strong organizational skills and the ability to prioritize tasks in fast paced environment.
  • Provided detailed explanations of menu items, including ingredients and preparation methods, to assist guests with their selections and dietary preferences.
  • Trained and mentored new servers on restaurants policies, service techniques, and menu knowledge, fostering a cohesive team environment.
  • Maintained cleanliness and organization of the dining area, adhering to health and safety regulations to ensure a safe and welcoming environment for guests.

CALL CENTER REPRESENTATIVE

Verizon Wireless
08.2019 - 06.2020
  • Handle a high volume of incoming calls efficiently, manage call queues and adhere to established protocols and service level agreements.
  • Document all customer interactions accurately and thoroughly in the CRM system, ensuring data integrity and accessibility for future reference and analysis.
  • Utilize conflict resolution techniques to turn negative experiences into positive outcomes.
  • Monitored ongoing feedback trends and adjustments, ensuring continuous alignment with customer needs and expectations.
  • Provide constructive feedback and insights to management on process improvements, customer trends, and potential areas for optimization, contributing to a culture of continuous improvement and excellence.

Education

High School Diploma -

Dearborn High School
06-2013

High School Diploma -

Oakland Community College
Bloomfield Hills, MI
05-2027

Skills

  • CRM System Proficiency
  • Cross-Functional Collaboration
  • Customer Satisfaction Metrics
  • Member Retention Strategies
  • Documentation Accuracy
  • Inbound/Outbound Calling
  • Continuous Learning & Improvement
  • Complaint Resolution
  • Emotional Intelligence
  • Multi-tasking
  • Advanced in Microsoft 365
  • Call Center Operations
  • Time Management
  • Customer Service Excellence
  • Decision-Making
  • Conflict Management
  • Computer Proficiency
  • Active Listening & Empathy

Timeline

CUSTOMER SERVICE REPRESENTATIVE

Conduent
08.2024 - Current

Hospitality Professional

Vicente Cuban Cuisine
08.2021 - 01.2024

CALL CENTER REPRESENTATIVE

Verizon Wireless
08.2019 - 06.2020

High School Diploma -

Dearborn High School

High School Diploma -

Oakland Community College

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