Keisha Griswold
Summary
Hardworking and detail oriented employee with strong organizational and multi tasking skills eager to secure account fraud investigator position. Ready to help team achieve and surpass company goals with a proven record of ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Call Center Specialist
MSU Federal Credit Union
09.2023 - Current
- Answer questions, address concerns, and problem solve for members via phone, emessage center, and fax concerning services provided by the credit union
- Establish relationships with members and seek opportunities to offer products and services that will enrich the members financial goals
- Record detailed notes to document member interactions, complex situations and transactions in addition to processing transactions and completing requests in a timely fashion
- In my time here I have been recognized several times for providing superior service to our members and received acknowledgment from Fraud Prevention regarding my attention to detail in stopping potential fraudulent activity.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Demonstrated exceptional problem-solving skills to effectively handle complex customer issues and concerns.
- Collaborated with cross-functional teams to resolve escalated issues swiftly, resulting in improved client relationships and loyalty.
- Handled sensitive information with discretion, adhering strictly to privacy regulations and company policies.
- Processed debit and credit card and electronic check payments.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Jackson National Life Insurance Company
09.2021 - 09.2023
- Provide premiere customer service and support to business partners, customers, internal associates and other financial firms by responding to questions regarding product features, benefits and administrative requirements in a very fast paced environment
- Responsible for documentation, performing account maintenance changes and resolving issues regarding fixed annuities
- Currently am in the 90th percentile of all metrics at the company including call time, aftercall time, data entry, processing & quality assurance scores.
- Answered constant flow of customer calls with minimal wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
Front Desk Supervisor
Paul Mitchell Schools
09.2016 - 12.2019
- Handled making appointments, customer service, bank deposits, accounts receivable, order processing, account management
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
Medical Biller and Coder
Mobile Medical Resource
07.2011 - 08.2016
- ICD & CPT coding & billing for EMS services, plastic surgery offices, family practice & psychiatric offices.
Education
High school diploma -
J.W. Sexton High School
Some college - Paramedic certification, healthcare
Lansing Community College
Lansing, MI06.2005
Skills
- Multi-line Phone Systems
- Medical Office Experience
- Insurance Verification
- Medical Records
- Phone Etiquette
- Medical Billing
- Data entry
- Customer service
- HIPAA
- Reg C & Reg EE knowledge
- Transcription
- Microsoft Excel
- Microsoft Office
- Typing
- Clerical Experience
- Quality Assurance
- Computer Operation
- Windows
- Microsoft Word
- Leadership
- Analysis skills
- Microsoft Outlook
- Call Center Customer Service
- Problem-solving skills
- Verbal and written communication
- Gathering information
- Technical Troubleshooting
- Documentation And Reporting
- Complaint resolution
Timeline
Call Center Specialist
MSU Federal Credit Union
09.2023 - Current
Customer Service Representative
Jackson National Life Insurance Company
09.2021 - 09.2023
Front Desk Supervisor
Paul Mitchell Schools
09.2016 - 12.2019
Medical Biller and Coder
Mobile Medical Resource
07.2011 - 08.2016
High school diploma -
J.W. Sexton High School
Some college - Paramedic certification, healthcare
Lansing Community College
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