Keegan Davis
Las Vegas,NV
Summary
Qualified customer service specialist with over 5+ years in fast-paced customer service, face-to-face and call center environments. Personable and professional under pressure. Excel at customer satisfaction and retention with being flexible and showing adaptability and accountability in a fast pace driven environment. Always motivated to exceed goals and build long term relationships with customers. The whole work experience thus far has been to grow and demonstrate as a relate-able and problem solving specialist with the enjoyment of working with the public. Knowing that a difference can be made by meeting and working with people is an important attribute.
Overview
12
12
years of professional experience
Work History
Service and Credit Review Coordinator
Capital One
09.2022 - Current
- Demonstrate the ability and willingness to learn
- Possess a strong attention to detail, a positive attitude and have ability to be flexible and embrace change.
- Communicate effectively with peers, management and customers, using appropriate methods of communication for role.
- Exercise good judgment and independent decision making skills.
- Ability to problem solve individual issues, guide co-workers in problem solving and solutions when needed and identify trends in customer needs,
- Demonstrate exceptional listening, questioning, call control and de-escalation techniques Be proactive, have effective time management and organizational skills.
- Researched billing errors and discrepancies to initiate corrective action.
- Processed debtor payments and updated accounts to reflect new balance.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Assessed credit risk and analyzed financial statements.
- Responded to customer inquiries and provided detailed account information.
Risk Coordinator
Capital One
09.2019 - 09.2022
- Acquired risk-related data from external and internal resources.
- Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
- Reasoned with customers and attempted to negotiate full balance payments.
- Handled irate customers smoothly to achieve performance targets.
- Displaying good judgment, decision making and confidentiality
- Advised debtors on payment options and set up payment plans.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Processed payments over phone and set up recurring drafts.
- Demonstrated customer service skills, attention to detail and decision making skills
- Developed and clearly presented workflow rules, guidelines and objectives.
- Assisted peers in retaining lecture information with creation of guides and course materials.
- Designed insightful and attractive weekly team deck presentations.
- Participated in team-building activities to enhance working relationships.
- Perform other duties as assigned
PSE Sales/Distribution Associate
United States Postal Service, USPS
07.2018 - 02.2019
- Tracked merchandise movements using RF scanners
- Adhered to company and operational procedures when using heavy equipment, forklifts, pallet runners, pallet jacks and palletizers.
- Worked with carrier representatives to handle shipping and delivery needs.
- Prioritized and rearranged tasks to meet changing demands.
- Sold stamps, services and packaging.
- Operated mail processing equipment and manually sorted mail.
- Help customers fill out change of address forms and reports for lost or stolen mail.
- Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
- Weighed parcels, calculating costs based on type, total weight, and final destination.
- Placed mail into appropriate PO boxes.
- Delivered mail to residents and business within assigned area.
- Documented inventory movements in WMS using handheld scanners.
- Facilitated receiving and shipping and loading and unloading of goods, transferring products to designated storage sites.
Patient Information Assistant
Arkansas Children Hospital
03.2016 - 07.2018
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Scheduled and confirmed appointments.
- Set new customer consultations.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Reviewed demographic, clinical and insurance information before sending to referred specialists.
- Answered questions and resolved concerns raised by both patients and specialists.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Prepared new charts, updated existing charts and managed records transfers between offices.
Customer Service Representative
Aerotek
09.2015 - 12.2015
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Documented file notes clearly and concisely in CRM.
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology, and other procedures.
- Updated account information to maintain patient records.
- Recorded account information to open new patient accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Sales Associate
Express Factory Outlet
11.2014 - 07.2015
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Sold various products by explaining unique features and educating customers on proper application.
- Answered incoming telephone calls to provide store, products and services information.
- Met merchandise processing standards and maintained organized and accessible work area.
- Built trusting relationships with customers by making personal connections.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Customer Assistant / Technical Support Agent
AT&T
11.2011 - 10.2014
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Configured hardware devices and software settings to optimize network performance.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Scheduled technicians for installing internet and or troubleshoot internet connectivity issues for customers.
Education
Some College (No Degree) - Fine Arts/Music
University of Little Rock
Little Rock, ARSome College (No Degree) - Communications
Pulaski Technical College
Little Rock, ARHigh School Diploma -
Parkview Magnet High School
Little Rock, AR06.2007
Skills
- Analytical problem-solving
- Complex Problem Solving
- Computer savvy
- CRM Software
- Customer Communication
- Data entry
- Flexible & Adaptable
- MS Office (word, Excel and Powerpoint)
- Multitasking and Prioritization
- Regulatory compliance
- Time management
- Verbal/written communication
- Google Suites
Timeline
Service and Credit Review Coordinator
Capital One
09.2022 - Current
Risk Coordinator
Capital One
09.2019 - 09.2022
PSE Sales/Distribution Associate
United States Postal Service, USPS
07.2018 - 02.2019
Patient Information Assistant
Arkansas Children Hospital
03.2016 - 07.2018
Customer Service Representative
Aerotek
09.2015 - 12.2015
Sales Associate
Express Factory Outlet
11.2014 - 07.2015
Customer Assistant / Technical Support Agent
AT&T
11.2011 - 10.2014
Some College (No Degree) - Fine Arts/Music
University of Little Rock
Some College (No Degree) - Communications
Pulaski Technical College
High School Diploma -
Parkview Magnet High School
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