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
Gwinnett, Ga
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
Monroe, LA
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
Monroe, LA
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, LA05.2008
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