Keiondra Hebert
Lafayette,LA
Summary
Remote-ready customer service professional with 5+ years of experience in high-volume call center environments. Proven ability to manage heavy call loads, resolve customer issues efficiently, and maintain high satisfaction ratings. Self-motivated and detail-oriented, with strong communication skills and the ability to work independently in fast-paced remote settings.
Overview
6
6
years of professional experience
Work History
Call Center Representative Lead
SWLA Center for Health Services
09.2025 - Current
- Managed high volume of patient calls daily, providing efficient and empathetic support that enhanced customer satisfaction.
- Resolved scheduling, billing, and general inquiries while ensuring HIPAA compliance.
- Trained new hires on call scripts, systems, and procedures to facilitate smoother onboarding.
- Created quick-reference guides to streamline response time and ensure team consistency.
Billing Specialist
Eunice Manor
03.2023 - 08.2025
- Reviewed and processed billing statements for accuracy, ensuring compliance with company policies to uphold financial integrity and minimize discrepancies.
- Maintained comprehensive records of patient accounts, safeguarding confidentiality while adhering to data security regulations to protect sensitive information.
- Prepared itemized statements and invoices, accurately recording amounts due for services rendered to expedite payment processing.
Customer Service Call Center Supervisor
AT&T Call Center
Lafayette, AL
04.2021 - 03.2023
- Supervised daily operations of customer service team at major telecommunications provider.
- Monitored call center performance metrics to ensure service quality standards.
- Trained new staff on call handling procedures and customer engagement techniques.
- Resolved escalated customer issues by utilizing effective problem-solving skills.
Inbound Call Center Representative
Amazon
03.2020 - 04.2021
- Managed high-volume inbound calls, providing timely assistance and resolving customer inquiries.
- Tracked customer interactions using Amazon's CRM software to ensure accurate records for follow-up actions.
- Escalated complex issues to appropriate departments, facilitating timely resolutions and improving customer satisfaction.
- Tracked customer interactions using Amazon's CRM software to maintain accurate records.
- Established a positive tone with customers during phone interactions. on calls, fostering a positive inbound calling experience.
Education
High School Diploma -
Crowley High School
Skills
- Call Center Operations (High-Volume)
- HIPAA Compliance
- Quality Assurance & Accuracy
- Data Entry (60 WPM)
- Customer Service & Conflict Resolution
- Problem Solving & Critical Thinking
- Team Collaboration & Training
- Achieved 95% satisfaction
Timeline
Call Center Representative Lead
SWLA Center for Health Services
09.2025 - Current
Billing Specialist
Eunice Manor
03.2023 - 08.2025
Customer Service Call Center Supervisor
AT&T Call Center
04.2021 - 03.2023
Inbound Call Center Representative
Amazon
03.2020 - 04.2021
High School Diploma -
Crowley High School