Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Ferguson

Covington,GA

Summary

Successful Customer service Representative with 6+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

3
3
years of professional experience

Work History

Customer Representative

CVSHEALTH
01.2024 - Current
  • Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
  • Consistently met or exceeded performance metrics while maintaining a focus on delivering outstanding client care.
  • Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
  • Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
  • Assisted customers in navigating company website features, leading to increased online sales conversions.

Customer Service Representative

Centene, Superior Health Services
11.2020 - 12.2023
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Delivered prompt service to prioritize customer needs.
  • Promptly responded to inquiries and requests from prospective customers.

Education

No Degree - Dental Assisting

Modern Dental Career
Lawrenceville, GA
05.2001 -

High School Diploma -

Newton High School
Covington, GA
05.2001 -

Skills

Paperwork Processing

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Timeline

Customer Representative

CVSHEALTH
01.2024 - Current

Customer Service Representative

Centene, Superior Health Services
11.2020 - 12.2023

No Degree - Dental Assisting

Modern Dental Career
05.2001 -

High School Diploma -

Newton High School
05.2001 -

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Kayla Ferguson