Kelly Dukes
Customer Advocacy
Saint Petersburg,FL
Summary
Results-driven customer service professional with a proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving for ensuring customer satisfaction and loyalty. Strong focus on team collaboration and adaptability to changing needs, consistently achieving impactful results. Known for reliability and a results-driven approach that consistently exceeds expectations.
Overview
19
19
years of professional experience
Work History
Specialist II - Customer Advocacy
Pods Enterprises, LLC
10.2020 - Current
- Participated in team meetings to discuss best practices, share knowledge, and collaborate on problemsolving initiatives
- Implemented a proactive approach to customer service, anticipating potential issues and addressing them before they became problems
- Demonstrated empathy and patience when dealing with upset or frustrated customers, de-escalating tense situations and finding satisfactory resolutions
- Participated in ongoing training sessions/webinars to stay updated on product knowledge and industry trends
- Resolved customer inquiries, complaints, and issues in a timely and professional manner
- Implemented proactive measures to prevent potential escalations by addressing customer needs proactively
Assistant Customer Service Manager
Signature Announcements
09.2019 - 07.2020
- Managed a team of 12 customer service representatives, providing guidance and support to ensure high-quality customer interactions
- Led weekly team meetings to communicate updates, share best practices, and foster a positive work environment focused on delivering outstanding customer experiences
- Conducted regular performance evaluations for team members, providing constructive feedback and identifying opportunities for growth and development
- Identified recurring issues reported by customers through analysis of support tickets data; collaborated with relevant departments to implement permanent solutions
- Developed effective escalation procedures for complex or sensitive cases requiring higher-level intervention
- Led team in achieving monthly targets for average response time, first call resolution rate, and customer satisfaction scores
Customer Service Representative
Signature Announcements
02.2019 - 09.2019
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
Medical Billing and Payment Specialist
Doctors Imaging Group
08.2006 - 04.2010
- Posted and reconciled medical billing payments, ensuring accuracy and timeliness
- Applied appropriate adjustments, refunds, or write-offs to patient accounts as necessary
- Maintained a high level of data integrity by accurately entering payment information into the billing system
- Collaborated with the billing team to identify opportunities for revenue cycle improvement through accurate payment posting practices
- Generated reports on outstanding balances, unapplied cash, and rejected claims for management review
- Collaborated with insurance companies and healthcare providers to resolve payment discrepancies and denials
Education
Florida Gateway College
Lake City, FLSkills
- Salesforce
- Microsoft Office
- Customer service and satisfaction
- FileMaker
- Data Entry
- Billing
- Organizational skills
- Sales
Additional Information
I have worked in office positions for the past 30 years. I am extremely organized and proper grammar, both written and oral, is one of my strongest traits. I enjoy working with, and helping others.
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Specialist II - Customer Advocacy
Pods Enterprises, LLC
10.2020 - Current
Assistant Customer Service Manager
Signature Announcements
09.2019 - 07.2020
Customer Service Representative
Signature Announcements
02.2019 - 09.2019
Medical Billing and Payment Specialist
Doctors Imaging Group
08.2006 - 04.2010
Florida Gateway College
Similar Profiles
Tailya MoradTailya Morad
Customer Service Representative at PODS Enterprises LLCCustomer Service Representative at PODS Enterprises LLC
Jason VargasJason Vargas
Finance Manager at PODS EnterprisesFinance Manager at PODS Enterprises
Rachel GrecoRachel Greco
Moving Consultant at PODS EnterprisesMoving Consultant at PODS Enterprises
Lakaiyah BowensLakaiyah Bowens
Verification Specialist at Verify TodayVerification Specialist at Verify Today
Joanna LloydJoanna Lloyd
HIV Counselor at HelpushelpuHIV Counselor at Helpushelpu