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
Sales expertise
Sales closing
De-escalation
Typing Speed
Quality Assurance
Data Management
Data Entry
Customer Service
Microsoft Excel
Computer Proficiency
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 -