Productive Call Center Representative with 12 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Competitive individual with extensive background as Sales Supervisor in non-retail environments. Talented decision-maker with dynamic personnel management and coaching skills. Versatile Call Center Supervisor successful at mentoring team members to help them surpass Sales and Service objectives. Excellent training skills motivate team members and apply data analytics to enhance operations. Brings over 10 years of experience to large-scale call center environment.
Hi, I’m
Keach-A Starks
Saint Louis,MO
Summary
Overview
10
years of professional experience
1
Certification
Work History
LocktonFlorissant, MO
BRG Analyst
05.2023 - Current
Job overview
- Reviewed general ledger accounts for accuracy and completeness prior to month-end closing activities.
- Responded promptly to inquiries from clients or other departments regarding billing or payment issues.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Assisted with special projects related to cost analysis, capital expenditure tracking.
- Provided training sessions for staff members on how to use accounting software applications properly.
- Developed and implemented internal controls to ensure compliance with company policies and procedures.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
BRIGHTSIDE BENEFITS
FINANCIAL ASSISTANT
01.2022 - Current
Job overview
- Assesses client's financial standing and information to determine factors, including cash flow, monetary expectations, financial goals, retirement plans, and other pertinent data concerning financial management
- Develops strategic financial plans and investment recommendations to clients, advising clients to ensure they reach their monetary goals
- Track clients' financial progress and customizes financial plans for clients based on their professional and personal circumstances and evolving financial needs
- Provides supervision, oversight, and accountability to designated workgroups assigned to execute financial-related projects, managing task delegation, quality, timeliness of completion, and budgeting
- Owns projects from start to completion, serving as an expert resource for project management processes
- Confers with project stakeholders to collect details and key requirements of each project, defining project scope and objectives and keeping stakeholders up to date on project deliverables
- Gathers project information to develop project plans, identify resources, and establish project schedules.
OSCAR Health
CARE GUIDE-TEAM LEAD
01.2020 - 01.2022
Job overview
- Aided with the prior authorizations, sending requisition forms, coordinating referrals, and disseminating order information and results to providers
- Effectively engaged with clients by analyzing current policy and listening intently to gauge insurance needs with compassion and care
- Collaborated with senior leadership to plan and execute projects, serving as a resource for project management processes, including funding, project initiatives, and the creation of complex proposals
- Partnered with executive leadership as a subject matter expert, offering guidance and consulting to identify and assess project requirements, outline, and identify goals, and develop project blueprints
- Utilized project management tools and software to track performance and progress and modified plans to meet project requirements and timelines
- Presented project results to stakeholders, then gathered feedback and updated teams on change requests, making necessary changes before the final project signoff.
- Conferred with clients to resolve and troubleshoot order and member issues.
PROGRESSIVE
SALES/ Customer service
01.2018 - 01.2019
Job overview
- Developed key client relationships, leading strategic engagements through cross-selling products and services
- Devised new sales, marketing, and business plans to drive new clients and foster business relationships
- Collaborated with management and internal stakeholders to plan and execute sales projects
- Assisted management with establishing project deadlines and objectives and created detailed work strategies, schedules, project budgets, resource plans, and status reports
- Established relationships with cross-functional departments and teams to develop strategies and ensure deadlines to deliver projects.
USAA PROPERTY & CASUALTY
Senior retention specialist
01.2016 - 01.2018
Job overview
- Provided world-class service and customer education at every interaction, consistently exceeding service and quality metrics
- Built trust and established rapport with clients through active listening, identifying any underlying concerns, and providing solutions
- Responded to calls from clients to resolve billing issues and routed calls to appropriate departments to finalize processing.
PUBLIC SERVICE CREDIT UNION
MEMBER SERVICES
01.2016 - 01.2016
Job overview
- Served members identifying immediate and underlying financial needs
- Provided personalized banking services for members, opening new accounts, and ensured members understood account basics, including membership fees, policies, processes, products, and services
- Exceeded sales goals and monthly targets by monitoring and implementing action plans and regularly evaluating performance to encourage productivity and business growth.
AT&T CONVERGYS
CUSTOMER RELATIONS SPECIALIST (RETENTION)
01.2014 - 01.2016
Job overview
- Answered calls and provided remarkable service to customers, developing relationships with internal and external customers to increase overall satisfaction and customer retention
- Partnered with cross-functional teams and departments to share and assess customer insights that inform additional service and sales opportunities.
Education
UNIVERSITY of MISSOURI-ST. LOUIS
B.L.S from LIBERAL ARTS
University Overview
Skills
- Excellent Interpersonal Skills
- Prioritization & Problem Solving
- Verbal & Written Communication
- Project Management
- Teamwork & Collaboration
- Expense Tracking
- Management, Oversight & Accountability
- Time Management
- Adept in Technology
- Flexibility & Adaptability
- Task Delegation
- Project Outcome Tracking
- Performance Evaluations
- Computer Software Proficiency
- Forecasting Ability
- Microsoft Office Applications
- Stakeholder Relationship Management
Certification
Property and Casualty License
References
References
References available upon request.Timeline
BRG Analyst
Lockton
05.2023 - Current
FINANCIAL ASSISTANT
BRIGHTSIDE BENEFITS
01.2022 - Current
CARE GUIDE-TEAM LEAD
OSCAR Health
01.2020 - 01.2022
SALES/ Customer service
PROGRESSIVE
01.2018 - 01.2019
Senior retention specialist
USAA PROPERTY & CASUALTY
01.2016 - 01.2018
MEMBER SERVICES
PUBLIC SERVICE CREDIT UNION
01.2016 - 01.2016
CUSTOMER RELATIONS SPECIALIST (RETENTION)
AT&T CONVERGYS
01.2014 - 01.2016
UNIVERSITY of MISSOURI-ST. LOUIS
B.L.S from LIBERAL ARTS
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