Keaira Wallace
Miramar,FL
Summary
A highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Hard Rock Digital
Davie, FL
01.2023 - Current
- Collaborated with other departments to ensure smooth operations of the betting service.
- Created and maintained a database of customer profiles, tracking all bets placed.
- Monitored betting activities for suspicious transactions, ensuring compliance with regulatory requirements.
- Processed customer payments, withdrawals, deposits and refunds in a timely manner.
- Provided technical assistance to customers regarding betting procedures and rules.
- Developed strategies to improve customer satisfaction levels related to betting services.
- Resolved customer complaints and disputes related to their betting experiences.
- Ensured accuracy of odds calculations across all sportsbook offerings.
- Maintained up-to-date knowledge of industry regulations, trends and best practices.
- Generated reports on key performance indicators for management review.
- Communicated clearly with customers via phone or email regarding their queries.
- Identified areas for improvement within the existing betting system.
- Reviewed customer feedback surveys to improve services offered by the company.
- Utilized well-developed communication, active listening and persuasion talents when interacting with people.
- Answered patron questions about game rules and casino policies to promote positive customer service and brand loyalty.
Customer Service Representative
American Airlines
Miami, FL
05.2019 - 02.2022
- Answered inbound calls, chats and emails to facilitate customer service.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Consulted with customers to resolve service and billing issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
COVID-19 Screener
Quest Diagnostics
Miami, FL
07.2018 - 11.2020
- Sanitized work area and sterilized equipment and instruments to comply with protocols.
- Acted as site liaison to promote proper hygiene, social distancing and other preventive practices.
- Documented data in designated system to present to client upon request.
- Distributed COVID-19 FAQ and educational material with daily status updates to increase awareness.
- Offered protective masks and face shields to guests.
- Screened employees and visitors using specific protocol and non-contact infrared thermometers.
- Received blood and bodily fluid samples and passed to employees
- Monitored health and well-being of clients and reported significant health changes.
- Assisted administrative departments with paperwork, errands and other clerical duties.
- Pulled and organized file charts, placing appointment reminder calls to patients.
- Supported nursing staff in day-to-day operations.
Office Coordinator
Patty Daniels Photography
Davie, FL
08.2016 - 03.2018
- Input accurate account data to efficiently update company database and maintain detailed records.
- Organized workloads to streamline tasks and efficiently oversee day-to-day operations under tight deadlines.
- Supported internal team members with technical knowledge, operational support and exemplary customer service.
- Guided team members to minimize delays and maintain high-quality daily production.
- Developed long-term budgets to assess office expenditures and perform inventory management.
- Completed benefits paperwork, processed employee incident reports and performed data entry tasks to maximize team productivity.
Customer Service Representative
T Mobile
- Answered inbound calls, chats and emails to facilitate customer service.
- Consulted with customers to resolve service and billing issues.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
Associate of Science - Medical Assisting
ATI Career Training Center - Miami
Miami, FL10.2012
Skills
- Credit Card Payment Processing
- Report Creation
- Report Generation
- De-escalation Techniques
- Call Documentation
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- Verbal and Written Communication
- Customer Account Management
- Creative Problem Solving
- Customer Service
- Data Entry
- Quality Control
- Product Organization
- Problem-Solving Abilities
- Customer Relations
- Fleet Dispatching
- Retail Sales Customer Service
- In-Store Support
- Materials Transport
- Project Management Abilities
- Clerical Support
- Promotional Support
- Technologically Savvy
- Shipping and Receiving Understanding
- Office Equipment Proficiency
- Quality Assurance Controls
- Business Development Understanding
- Courteous Demeanor
- Inbound and Outbound Calling
- Charting Expertise
- HIPAA Compliance
- Medical Billing
- ICD9 and CPT Coding
- Proper Sterilization Techniques
- Wound Care and Irrigation
- Patient Feeding
- Updating Medical Records
- Coordinating Drug Refills
- Clear Communication
- Cleaning and Organizing
- Operating EKG Equipment
- Wound Care
- Appointment Scheduling
- Conflict resolution techniques
- Risk management expertise
- Time management abilities
- Excellent Communication
- Professionalism
- Team Collaboration
- Rule Enforcement
- Problem-solving abilities
- Analytical Thinking
- Report Preparation
- Information Gathering
- Regulatory Compliance
- System Analysis
- Compliance Analysis
Affiliations
- Member, Small Business Association (2020)
Certification
- Certified- NJ Casino License -Sport's Betting Operator, Hard Rock Digital - 2023
- Certified- Indiana License- Sport's Betting Operator, Hard Rock Digital - 2023
Timeline
Customer Service Representative
Hard Rock Digital
01.2023 - Current
Customer Service Representative
American Airlines
05.2019 - 02.2022
COVID-19 Screener
Quest Diagnostics
07.2018 - 11.2020
Office Coordinator
Patty Daniels Photography
08.2016 - 03.2018
Customer Service Representative
T Mobile
Associate of Science - Medical Assisting
ATI Career Training Center - Miami
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