Kelly Dicken
Cumby,TX
Summary
Customer-focused Call Center Agent with 12+ years of experience handling high-volume inbound calls, resolving customer concerns, and providing efficient, friendly service. Skilled in troubleshooting issues, processing orders and payments, and documenting interactions accurately in fast-paced environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Home Health Attendant
Point, TX
04.2024 - Current
- Delivered compassionate, high-quality customer support to clients and families, addressing inquiries and coordinating care needs via clear communication.
- Monitored client conditions and maintained detailed, accurate records of interactions and service delivery to ensure continuity and satisfaction.
- Demonstrated strong documentation and problem-solving skills in a client-facing role requiring empathy and quick response.
Front Desk Agent
Hampton by Hilton
Greenville, TX
06.2019 - 04.2024
- Managed high-volume inbound phone calls and guest inquiries in a fast-paced environment, efficiently resolving concerns and delivering outstanding customer service.
- Processed reservations, payments, and transactions while maintaining accurate customer records and documentation.
- Built positive customer relationships through professional communication and first-call resolution of issues.
Sales Associate
Rack Room Shoes
Rowlett, TX
01.2012 - 06.2019
- Provided excellent customer service by assisting with inquiries, processing purchases, and resolving issues at the point of sale.
- Handled high-volume transactions, payments, and returns with accuracy while managing customer expectations in a busy retail setting.
- Coordinated inventory and order fulfillment to support seamless customer experiences and satisfaction.
Office Assistant
Young County Home Health
Denton, TX
10.2008 - 01.2012
- Performed high-volume data entry and maintained accurate client records, billing statements, and payment processing using QuickBooks and Excel.
- Supported customer service operations by ensuring timely documentation, follow-up, and resolution of billing or account inquiries.
- Utilized strong organizational and communication skills to handle administrative tasks in a customer-focused healthcare environment.
Inbound Call Representative
TCIM Services
Paris, TX
03.2006 - 08.2007
- Handled high-volume inbound customer calls in a dedicated call center setting, successfully entering orders and verifying customer information.
- Clearly explained products and services, troubleshot issues, and resolved inquiries to achieve first-call resolution and customer satisfaction.
- Documented all interactions accurately while maintaining a professional, friendly tone in every call.
Education
Associate’s Degree -
Paris Junior College
Medical Billing Specialist Program - undefined
University of North Texas
Skills
- Inbound Call Handling & Customer Support
- Issue Resolution & Troubleshooting
- Order Processing & Data Entry
- Billing & Payment Processing
- CRM Systems & Accurate Documentation
- Phone & Email Communication
- Microsoft Office (Excel, Outlook) & QuickBooks
- Fast-Paced Problem Solving & Client Relationship Management
Certification
Medical Coding Certification
Timeline
Home Health Attendant
04.2024 - Current
Front Desk Agent
Hampton by Hilton
06.2019 - 04.2024
Sales Associate
Rack Room Shoes
01.2012 - 06.2019
Office Assistant
Young County Home Health
10.2008 - 01.2012
Inbound Call Representative
TCIM Services
03.2006 - 08.2007
Medical Billing Specialist Program - undefined
University of North Texas
Associate’s Degree -
Paris Junior College