Kaye-Lani Wisdom
Shepherdsville,KY
Summary
Personable and dedicated Customer Service Representative with extensive experience in both retail and medical industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Molina Healthcare
Louisville, KY
11.2022 - Current
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Was able to help with Both Medicare and Medicare Medicaid dual plans in 11 states
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Adhered to HIPAA regulations when handling confidential patient information.
- Utilized technology and specialized software to maximize productivity.
- Documented and managed patient information in computer system.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Utility Locator
ELM
Louisville, KY
06.2021 - 11.2022
- Identified and sketched locations of utility lines and marked areas of existing utilities for future usage.
- Coordinated with supervisors, engineers and other personnel in order to ensure that all locates were completed safely and efficiently.
- Prepared detailed reports documenting all findings from utility locates.
- Handled multiple simultaneous deployment projects against strict deadlines.
- Analyzed blueprints, maps and other documents to identify the exact locations of underground utilities.
- Searched for underground utilities in various weather conditions and notified supervisor of field issues.
- Trained new locators on industry-specific software and tools.
- Responded to emergency situations quickly that arose following illegal excavations and provided effective remediation.
- Responded to customer inquiries regarding utility location services.
Store Manager
Circle K
Louisville, KY
10.2020 - 05.2021
- Planned special promotions or discounts based on market trends.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Maintained accurate records of employee performance reviews.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Trained and mentored associates to teach daily tasks and procedures.
- Managed daily banking activities such as deposits and withdrawals.
- Ensured compliance with safety regulations and company policies.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
Store Manager
Dollar General
Irvington , KY
06.2019 - 10.2020
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Established customer service standards and monitored staff compliance.
- Recruited, trained and supervised new employees.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Reduced the Shrink from $80,000 to $25,000 in one year
Multi-Store Manager
Payless Shoe source
Louisville, KY
07.2015 - 06.2019
- Resolved customer complaints promptly and efficiently while maintaining a high level of professionalism.
- Ran 4 stores at one time
- Went to different failing stores and got them back on track with staffing, training, stocking and money management
- Managed day-to-day operations of multiple retail stores, ensuring compliance with company policies and procedures.
- Performed regular store visits to evaluate overall performance against established goals and objectives.
- Conducted regular audits of store locations to assess cleanliness standards, safety regulations adherence, and employee conduct.
- Delegated work to staff, setting priorities and goals.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Maintained effective communication between corporate headquarters and individual stores regarding any updates or changes in policy or procedure.
- Trained and supervised store staff on sales techniques, customer service protocols, product knowledge, inventory control measures, and cash handling practices.
- Scheduled shifts for all employees across multiple locations based on projected demand patterns.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Education
High School Diploma -
Moore High School
Louisville, KY05-2008
Associate of Arts - Culinary Arts
Sullivan University
Louisville, KYSkills
- Account Updating
- Consultative Sales
- Appointment Scheduling
- Data Entry
- Inbound and Outbound Calling
- Complaint Resolution
- Product Knowledge
- Call Management
- Microsoft Excel
- Computer Proficiency
- Retail Marketing
- Microsoft Outlook
- Multi-Task Management
- CRM Software
- Promotional Support
- Customer Relations
- Technical Support
- Customer Service
- Professional Telephone Demeanor
- Retail Sales Customer Service
- Staff Training
Accomplishments
- Improvement from Dollar General for the most improvement in shrink
- Started as a Part time Sales at Payless and worked my way up to a Multi Store Manager in 6 months
Certification
- Licensed in 11 states to handle both Medicare and Medicare Medicaid Plans
References
References available upon request.
Timeline
Customer Service Representative
Molina Healthcare
11.2022 - Current
Utility Locator
ELM
06.2021 - 11.2022
Store Manager
Circle K
10.2020 - 05.2021
Store Manager
Dollar General
06.2019 - 10.2020
Multi-Store Manager
Payless Shoe source
07.2015 - 06.2019
High School Diploma -
Moore High School
Associate of Arts - Culinary Arts
Sullivan University