Summary
Overview
Work History
Education
Skills
Timeline
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Kayanta Ellis

Mesa ,AZ

Summary

Proven track record in enhancing customer satisfaction and streamlining technical support processes at Asurion, showcasing expertise in remote system analysis and exceptional customer service skills. Elevated team performance and customer resolution rates through innovative problem-solving and effective communication, contributing to significant service improvements.

Overview

11
11
years of professional experience

Work History

Help Desk Technician

ComQi
09.2023 - 09.2024
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
  • Promoted positive work culture within the team by providing constructive feedback, fostering collaboration, and maintaining a solution-oriented mindset.
  • Monitored system performance to identify potential issues.

Customer Service Representative

StateServ Medical
01.2023 - 09.2023
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Team Leader

Humana
09.2020 - 01.2023
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.

Collections Lead

Servicing Solutions
09.2019 - 08.2020
  • Provided quality assurance reviews on Collections Specialists'' interactions with customers, identifying areas for improvement and coaching opportunities.
  • Established a positive work environment for Collections Team members, fostering a culture of collaboration and continuous improvement.
  • Collaborated with cross-functional teams to develop comprehensive debt recovery solutions for complex cases.
  • Served as a subject matter expert on collections matters within the organization, offering guidance to colleagues as needed.
  • Resolved escalated customer disputes through mediation techniques and creative problem-solving approaches that preserved business relationships while recovering due payments.
  • Negotiated payment arrangements with customers, ensuring mutually beneficial outcomes while minimizing financial risk to the company.
  • Managed a portfolio of delinquent accounts, resulting in successful recovery of outstanding balances while preserving customer relationships.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Processed payments and applied to customer balances.

Technical Support Representative

Asurion
07.2016 - 09.2019
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to technical support needs.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Streamlined communication between technical support and development teams, leading to quicker bug fixes.
  • Developed user-friendly guides for common issues, reducing volume of support tickets.

Customer Service Sales Representative

Direct Energy
09.2013 - 07.2016
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
  • Increased customer satisfaction by addressing and resolving complex issues effectively.
  • Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
  • Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
  • Supported team members during peak periods by sharing workload and providing guidance when needed.
  • Enhanced team performance, providing continuous training and support to new and existing representatives.
  • Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
  • Boosted sales figures with introduction of innovative upselling techniques.

Education

High School Diploma -

Omega Academy
Phoenix, AZ
04.2003

Skills

  • Software Updates
  • Issue Resolution
  • Hardware Repair
  • Remote System Analysis
  • Ticket management
  • Data Processing
  • Operating systems knowledge
  • Remote Support
  • Customer Service
  • Technical Troubleshooting
  • Customer service expert
  • Appointment Scheduling
  • Call Management

Timeline

Help Desk Technician

ComQi
09.2023 - 09.2024

Customer Service Representative

StateServ Medical
01.2023 - 09.2023

Team Leader

Humana
09.2020 - 01.2023

Collections Lead

Servicing Solutions
09.2019 - 08.2020

Technical Support Representative

Asurion
07.2016 - 09.2019

Customer Service Sales Representative

Direct Energy
09.2013 - 07.2016

High School Diploma -

Omega Academy

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Kayanta Ellis