Kelsea Poindexter
Lebanon,TN
Summary
With 11 years of experience in customer service and support roles, detail-oriented professional excelling in processing orders, managing client eligibility, and delivering exceptional service even in high-pressure environments. Seeking Customer Service Representative position to leverage strong communication skills and unwavering commitment to client satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
Direct Interactions
03.2024 - 03.2025
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained up-to-date knowledge on state and federal laws pertaining to unemployment insurance, ensuring compliance across all cases handled.
- Improved client satisfaction by providing timely, accurate, and empathetic guidance throughout the unemployment benefits process.
- Assisted clients with completion of applications and paperwork.
Order Specialist
HSN.COM
05.2020 - 03.2024
- Record and verify customer information to accurately process orders, including essential details such as name, address, and payment information
- Input data into a central database to facilitate order fulfillment and ensure accurate order tracking
- Communicate pricing and payment options to customers, including the establishment of payment plans when necessary
- Follow up on orders and address customer complaints regarding unfulfilled orders to enhance customer satisfaction
Eligibility Clerk
Department of Human Services
02.2018 - 03.2020
- Managed intake and eligibility determinations for Child Care, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF), ensuring compliance with relevant regulations through thorough client interviews
- Developed and monitored Personal Responsibility Plans (PRP) to assess and support parental needs, activities, and progress while administering benefits for TANF and SNAP programs
- Processed client change of circumstances and maintained confidentiality of automated client data while inputting and verifying information across multiple systems
Front Desk Receptionist
HealthSource Chiropractic and Progressive Rehab
01.2017 - 01.2018
- Greeted patients and collected comprehensive medical histories, facilitating effective communication between patients and chiropractors
- Scheduled and coordinated appointments, ensuring efficient management of both chiropractors' schedules and patient needs
- Maintained accurate patient records and managed insurance documentation, contributing to streamlined administrative processes and enhanced patient care
Phlebotomist
Octapharma Plasma Center
08.2014 - 10.2016
- Conducted venipunctures for the plasmapheresis process, adhering to standard operating procedures and regulatory guidelines to ensure donor safety and product quality
- Reviewed and verified donor records for accuracy, ensuring compliance with all documentation standards and labeling requirements
- Monitored donor reactions and equipment operations, effectively responding to alarms and documenting any exceptions to maintain a high level of service and safety
Education
High School Diploma -
Holloway High School
Murfreesboro, TN01.2011
Skills
- Manufacturing
- Quality
- Safety Management
- Quality Focus
- Power Tools
- Demonstrated Interpersonal Skills
- Judgment and Decision Making
- Capable of Working Under Pressure in a Fast Paced Environment
- Setting Clear Goals for Each Project
- Capable of Multi-Tasking
- Organized
- Object-Oriented
- Proficient in Using MS Office (40 WPM)
- Windows 98/2000/Xp
- Internet Explorer
- QuickBooks
- Front Desk
- Front Office
- Reception
- Scheduling
- Filing
- EMR Systems
- Data Entry
- Billing
- Microsoft Word
- Customer Service Skills
Timeline
Customer Service Agent
Direct Interactions
03.2024 - 03.2025
Order Specialist
HSN.COM
05.2020 - 03.2024
Eligibility Clerk
Department of Human Services
02.2018 - 03.2020
Front Desk Receptionist
HealthSource Chiropractic and Progressive Rehab
01.2017 - 01.2018
Phlebotomist
Octapharma Plasma Center
08.2014 - 10.2016
High School Diploma -
Holloway High School
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