Keanna Wilson
Michigan City,MS
Summary
Dynamic Resolution Specialist with a proven track record at Concentrix, excelling in customer escalations and advanced de-escalation techniques. Skilled in CRM systems and root cause analysis, I consistently improved customer satisfaction and retention while streamlining operations. Recognized for effectively managing high-volume inquiries and enhancing service delivery processes.
Overview
5
5
years of professional experience
Work History
Resolution Specialist
Concentrix
Denver, CO
05.2021 - Current
- Assisted team in resolving customer inquiries and issues efficiently.
- Documented case details for tracking and analysis purposes.
- Utilized CRM software to manage customer interactions and service requests.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
Customer Escalations
Concentrix
Denver, CO
05.2021 - Current
- Handled customer escalations professionally, seeking win-win solutions that protected both business interests and client satisfaction.
- Acted as the primary point of contact for customer escalations, resolving issues quickly and maintaining high levels of satisfaction.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Managed customer escalations with diplomacy and professionalism, resolving issues quickly to ensure a positive experience for all parties involved.
- Handled customer escalations effectively, resolving concerns promptly and professionally.
Contact Center Operations
Concentrix
Denver, CO
05.2021 - Current
- Streamlined contact center operations for increased efficiency and reduced average handle time through process improvements.
- Analyzed performance metrics to identify trends and areas for improvement within the contact center operations.
- Participated in cross-functional projects aimed at enhancing overall contact center operations.
- Led initiatives focused on optimizing contact center operations, reducing average handling time without compromising service quality levels.
- Supported contact center operations by consistently meeting or exceeding established performance metrics such as handle time, first-call resolution, and customer satisfaction scores.
Education
High School Diploma -
Ashland High School
Benton, MS05.2017
Skills
Customer Escalations Advanced De-escalation Billing Disputes & Adjustments
Policy Interpretation Case Management Root Cause Analysis
Customer Retention Compliance Documentation CRM Systems
High-Volume Contact Centers
Timeline
Resolution Specialist
Concentrix
05.2021 - Current
Customer Escalations
Concentrix
05.2021 - Current
Contact Center Operations
Concentrix
05.2021 - Current
High School Diploma -
Ashland High School