Keisha Wilson
Mechanicville,United States
Summary
To excel in a position as a administration assistant or a customer service representative in a customer-oriented company.To secure a full-time position as a call center representative, customer service representative or a administration assistant with a reputable and growth-oriented company.utilizing my creativity skills and knowledge of customer service and computer knowledge to maximize customer satisfaction.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Magellan Health/ IT Resource
Mechanicville, NY
10.2021 - 01.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Consulted with customers to resolve service and billing issues.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
Data Entry Clerk
New York State
Albany, United States
09.2021 - 07.2022
- Prepared source data by compiling and sorting information and established entry priorities
- Pay attention to details and input data correctly and accurately
- Entered data into 'records' with the information being retained and accessed when needed
- Answered phones professionally and directed caller to appropriate staff
- Meeting deadlines on a weekly basis
- Maintained organization of internal files and paperwork, both hard copy and electronic
- Assisted in filing and posting payments to accounts
- Assured that all coded data was accurate and true
- Produced monthly reports using advanced Excel spreadsheet functions
- Entered alphabetic, numeric and symbolic data from source documents into computer, using data entry device, such as keyboard and optical scanner
- Handled answering and transferring multiple phone lines
- Answered and returned phone calls regarding payment information
- Entered customer and business partners data into the computer
- Corrected incorrectly entered data
- Responsible for all filing, emails, copying, and faxing.
Administration Assistant
Village Animal Hospital
Voorhesville, NY
04.2019 - 08.2021
- Greeted customers as they entered the business
- Maintained detailed files for documentation, inventory, logistics of products
- Accounts receivable and accounts payable
- Logged and filed classified documents
- Mailed out monthly invoices, and calendars for our services
- Provided administrative support to the Company President
- Job duties include being a receptionist, data entry, general cleaning and other duties required for daily operations
- Recorded and filed all resident and employee confidential paperwork
- Precisely completed all tasks by the end of each work day
- Filed all corresponding documents to accounts and documentation control
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Provided effective communication and customer service support to the sales, marketing and administrative teams on daily basis
- Implemented new processes and systems for improving customer service satisfaction
- Answered multi-line telephone, routed calls, and took accurate messages; directed visitors to appropriate areas
- Scanned documents related to payroll
- Coordinated customers/vendor visits of facility
- Implemented a variety of customer service concepts, practices, and procedures
- Computer skills including Microsoft Word, Outlook, Excel, and Internet Explorer
- Maintained the general filing system and file all correspondence
- Answered multi-line telephones
- Provided customer service to various clients
- Handled business calls both incoming and outgoing
- Performed administrative and office support activities for multiple supervisors.
Customer Service Agent
Maximus
Albany, NY
06.2017 - 02.2019
- Took customer calls to assist them with questions and concerns about account activity
- Compliance to HIPAA laws and regulations
- Responded to customer inquiries and problems by providing information or directing requests to others who can supply the necessary information or service
- Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems using first call resolution process
- Dealt professionally with irritable customers in a way that would leave the customer in a better mood than when they originally made the call
- Basic customer and team communication via e-mail, memos, and voice mail
- Maintained written documentation of calls received
- Selected for the 'Excellence in Customer Service' award
- Created and/or closed trouble tickets for each call
- Managed a high-volume of inbound and outbound customer calls
- Calmed angry callers, repaired trust, and designed best option solutions for the callers needs
- Received and handled nearly 60 chats or phone calls a day assisting customers in selecting the services that fit a customer's wants and needs
- Performed computer and paperwork tasks
- Provided information to callers about benefits and policy and procedure
- Entered customer interaction details in Zendesk to track requests, document problems, and record solutions offered
- Handled at least 150-300 inbound customer care calls daily
- Greeted and assisted all customers in a prompt, friendly, and courteous manner.
Administration Assistant
DC Sports
Mechanicville, NY
11.2013 - 05.2017
- Assisted administrative team with any calls, meeting agendas, presentation preparations, and projects as needed
- Filed purchase orders, filed completed work order
- Responded in a prompt, professional, and effective manner to all issues/requests
- Implemented a variety of customer service concepts, practices, and procedures
- Computer skills including Microsoft Word, Outlook, Excel, and Internet Explorer
- Reviewed all incoming calls, sales calls, and provided technical support as needed
- Opened, sorted, and distributed incoming correspondence including faxes and email
- Knowledge of technical documents to ensure internal/external requirements
- Gathered information for in-services and conferences
- Guaranteed positive customer experiences and resolved all customer complaints
- Scanned documents related to payroll
- Knowledge of office management systems and procedures
- Used office equipment and word processing software, prepared a variety of correspondence, memorandums, and other reports required for day-to-day operation
- Referred to agency regulations, dictionaries, and other typical office reference materials to ensure proper format, grammatical accuracy, and correct spelling
- Performed other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the work unit
- Filed and retrieved corporate documents, records, and reports
- Maintained detailed files for documentation, inventory, logistics of products
- Assisted in coordinating schedule of meetings of the Competition Authority Board and its committees
- Indexing (Attaching of documents in Oracle) the scanned document accordingly
- Prepared invoices, supply and equipment requests and used my E-Mail to send and retrieve messages
- Mailed out monthly invoices, and calendars for our services
- Answered multi telephone lines
- Handled and processed confidential employers information
- Responsible for answering switchboard phones, office inventory, and ordering of all office supplies
- Filed all corresponding documents to accounts and documentation control
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Coordinated training schedules and filed crucial administrative paperwork
- Entered data on a spreadsheet.
Education
Associates in Computer Science -
SUNY Cobleskill
01.2006
Skills
- Verbal communication
- Phone skills
- Listening
- Data entry skills
- People skills
- Customer service
- Attention to detail
- Professionalism
- Multi-tasking
- Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook)
- STATA Data Analysis and Statistical Software
- Great attention to detail
- Able to accurately check guest identification
- Excellent people and customer service skills
- Time-management skills
- Ability to work in a fast-paced environment and remain calm while doing so
- Good leadership skills
- Able to accept criticism
- Good decision-making and problem-solving skills
- Oracle Forms
- RAEX 30
- SSH
- Service Desk
- Outlook
- Excel
- Power Point
- Word
- Account Updating
- Data Collection
- Data Entry
- Inbound and Outbound Calling
- Complaint Resolution
- Paperwork Processing
- Information Security
- Microsoft Outlook
- Microsoft Office Expertise
- Typing Proficiency
- Customer Consulting
- Professional Telephone Demeanor
- Office Equipment Proficiency
- Microsoft Excel
- Document Control
- High-Energy Attitude
- Administrative Support
- Positive and Professional
- Critical Thinking
- Researching
- Documentation
- Filing
- Coordination
- Courteous Demeanor
- Call Center Operations
- Computer Proficiency
- Customer Service
- Prioritization
- Medical Terminology Knowledge
- Microsoft PowerPoint
- Spreadsheets
- Client Relations
- Conflict Resolution
- Follow-Up Skills
- Active Listening
- Research
- Microsoft Office Suite
Skills
- Verbal communication
- Phone skills
- Listening
- Data entry skills
- People skills
- Customer service
- Attention to detail
- Professionalism
- Multi-tasking
- Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook)
- STATA Data Analysis and Statistical Software
- Great attention to detail
- Able to accurately check guest identification
- Excellent people and customer service skills
- Time-management skills
- Ability to work in a fast-paced environment and remain calm while doing so
- Good leadership skills
- Able to accept criticism
- Good decision-making and problem-solving skills
- Oracle Forms
- RAEX 3.0
- SSH
- Service Desk
- Outlook
- Excel
- Power Point
- Word
- Account Updating
- Data Collection
- Data Entry
- Inbound and Outbound Calling
- Complaint Resolution
- Paperwork Processing
- Information Security
- Microsoft Outlook
- Microsoft Office Expertise
- Typing Proficiency
- Customer Consulting
- Professional Telephone Demeanor
- Office Equipment Proficiency
- Microsoft Excel
- Document Control
- High-Energy Attitude
- Administrative Support
- Positive and Professional
- Critical Thinking
- Researching
- Documentation
- Filing
- Coordination
- Courteous Demeanor
- Call Center Operations
- Computer Proficiency
- Customer Service
- Prioritization
- Medical Terminology Knowledge
- Microsoft PowerPoint
- Spreadsheets
- Client Relations
- Conflict Resolution
- Follow-Up Skills
- Active Listening
- Research
- Microsoft Office Suite
Timeline
Customer Service Representative
Magellan Health/ IT Resource
10.2021 - 01.2024
Data Entry Clerk
New York State
09.2021 - 07.2022
Administration Assistant
Village Animal Hospital
04.2019 - 08.2021
Customer Service Agent
Maximus
06.2017 - 02.2019
Administration Assistant
DC Sports
11.2013 - 05.2017
Associates in Computer Science -
SUNY Cobleskill
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