KEISHA BRYANT

• Managed a high volume of inbound customer inquiries, demonstrating excellent time management and prioritization skills to ensure prompt and effective service delivery.
• Applied active listening skills to understand customer concerns, translating them into actionable solutions that addressed needs and improved satisfaction.
• Rapidly assimilated new product information and updates, enabling effective communication troubleshooting assistance to customers, ensuring a smooth and satisfying support experience.
• Consistently trained new customer service representatives, providing comprehensive onboarding and ongoing support to ensure team members quickly reach proficiency in service protocols and product knowledge.

Sought feedback and identified areas for process optimization, driving continuous improvement in customer service operations.

40 hours weekly

• Transfer/refer the callers to appropriate entities according to the established guidelines.
• Facilitate the fulfillment of caller requests for materials via mail, email, or downloading.
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• Maintain a current understanding of CDC information on regulations, policies, and procedures in order to provide. knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner.
• Transfer/refer the caller to appropriate entities according to the established guidelines.
• Suggested process improvements, benefiting Maximus, CDC, and public inquirers.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Escalated calls or issues to designated staff for resolution.
• Tracked and documented inquiries to ensure accurate records in applicable systems.
• Escalate calls or issues to the appropriate designated staff for resolution, as needed.
• Attend meetings and training, as requested, and maintain up-to-date knowledge of all programs and systems.
• Facilitate translation services for non-English speaking callers according to outlined procedures.
• Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems.
• Meet quality assurance (QA) and other key performance metrics.
• Continually look for and suggest process improvements, which will benefit Maximus, CDC, and the public (inquirers).
• Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
• Report problems that occur and assist with the resolution.
• 40 hours weekly

• Directed pedestrian traffic at school crossings for City Of Jackson streets.
• Signaled drivers to stop using hand gestures and whistle commands.
• Monitored student crossings near City Of Jackson schools and intersections.

40 hours weekly