Keila Clark
Customer Service Lead
Reston,VA
Summary
Spirted Scheduling Coordinator versed in planning and coordinating workflow. Supervises, schedules, and projects for timely completion. Excellent interpersonal, leadership, communication and organizational skills.
Overview
13
13
years of professional experience
Work History
Scheduling Coordinator
The Closing Exchange
01.2020 - Current
- Work from home in noise free distraction free environment
- Assign notaries to upcoming mortgage closings and refinance.
- Make sure clients are up to date within systems on their documentation to work with our company
- Train new hires on scheduling protocols for closings
- Call, email, chat, and text support for any needs of customers, clients, and signers alike
- Quality Control checks on various mortgage docs to make sure files are complete and fully notarized properly
- Advise clients and vendors on new protocols needed for various title companies
- Provide excellent first call resolution customer service on any and all calls that are processed.
Customer Service Lead
Teleflora Flower Services
01.2018 - 01.2020
- Work from home in approved environment with no noise
- Train newcomer in various processes and tools used in production
- Quality control calls process for team reps
- Process calls for various products services offered
- Upsell on different products and offers where available
- Make sure local florist and couriers have schedules up to date and services are rendered to businesses and residential customers without flaw.
Customer Service
Amazon Web Services
01.2016 - 01.2018
- Work from home in controlled environment assisting customers with orders, Returns, and promotions
- Responded to customer inquiries via email and chat
- Setup and validate new customer accounts
- Upsell different amazon products and services each customer interaction.
Actuary
Robert Half Technologies, Towers Watson
01.2014 - 01.2016
- Answer Inbound Calls regarding enrollment and customer service inquiry Setup new clients in system Inform of insurance options Contact new business regarding long term contracts Update insurance policy systems with various vendors Mail out information to consumers regarding policy updates
customer service
CVS Caremark Specialty Pharmacy
01.2012 - 01.2014
- Answered inbound/ make outbound, calls
- Setup new patients in the system
- Handled customer crisis (i.e
- Completely out of a life sustaining medication)
- Called and setup appointments with doctors and hospice care patients
- Obtained authorizations and insurance verification protocols
- Counseled patients on side effects
Cooperate Collection Services
01.2007 - 01.2010
- Provided service for incoming customer calls
- Performed outbound collection calls
- Monitored customer accounts-produce and send reminder and past due notices
- Established and adhere to a record of good attendance and punctuality
Education
Some College (No Degree) - Information Technology
Northern Virginia Community College
Annandale, VASkills
- Self-motivated and conscientious individual with excellent professional communication skills
- Strong telephone etiquette
- Strong written and verbal skills with ability to work independently and as part of teams
- Proven leadership qualities, strong organization and problem-solving abilities, quick learner, easily trained, willing to accept challenging responsibilities and follow through with directives
- Strengths are in prioritizing, organizing, and handling multiple tasks efficiently and accurately
- Strong computer skill set to include Internet, Windows, MS Works Spreadsheets, Database, Microsoft Word PowerPoint and Excel
- Typing 85 WPM
- Customer Relationship Management
- Customer Support
- Information Assistance
- Remote Work Coordination
- Calm and Professional Under Pressure
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Scheduling Coordinator
The Closing Exchange
01.2020 - Current
Customer Service Lead
Teleflora Flower Services
01.2018 - 01.2020
Customer Service
Amazon Web Services
01.2016 - 01.2018
Actuary
Robert Half Technologies, Towers Watson
01.2014 - 01.2016
customer service
CVS Caremark Specialty Pharmacy
01.2012 - 01.2014
Cooperate Collection Services
01.2007 - 01.2010
Some College (No Degree) - Information Technology
Northern Virginia Community College
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