Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keitha Hines

Union City,GA

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

13
13
years of professional experience

Work History

Customer Care Representative

Gwinnett County
03.2020 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.

Customer Service Supervisor

City Of Monroe Tax And Revenue
01.2015 - 01.2020
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

Healthcare Collections Specialist

TrueBridge
01.2011 - 12.2014
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Negotiated to collect balance in full.
  • Achieved performance goals on consistent basis.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Used probing techniques to determine debtors' reasons for delinquency.

Education

High School Diploma -

West Monroe High School
West Monroe, LA
05.2008

Skills

  • Customer Service
  • Inbound Customer Service
  • Data Entry
  • Call center experience
  • Complaint Handling
  • Problem Resolution
  • Payment Processing

Timeline

Customer Care Representative

Gwinnett County
03.2020 - Current

Customer Service Supervisor

City Of Monroe Tax And Revenue
01.2015 - 01.2020

Healthcare Collections Specialist

TrueBridge
01.2011 - 12.2014

High School Diploma -

West Monroe High School

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Keitha Hines