Kenarldine "Deedee" Milfort
Dallas,TX
Summary
Customer-oriented professional bringing top-notch skills with 10+ years of experience resolving complex customer inquiries. Passionate about building sustainable customer relationships, driven brand loyalty, and increasing customer engagement. Proven ability to multi-task, prioritize, and manage time effectively. Ability to maintain an organized employee/client database by collecting records and carefully organizing paperwork associated with existing and future employees/clients.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Geico
02.2025 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- Increased customer retention by offering tailored insurance solutions based on individual needs.
- Provided exceptional customer support, addressing inquiries and resolving issues efficiently.
- Assisted customers with policy inquiries, ensuring thorough understanding of coverage options and claims process.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
Claims Adjuster
Assurant
10.2023 - 02.2025
- Establish and maintain empathetic client relationships, consistently surpassing service excellence benchmarks.
- Provide comprehensive customer support and customized solutions to address specific client concerns.
- Investigate property losses, compile police reports, and conduct settlement discussions with clients.
- Manage various loss and risk scenarios, adhering to industry standards to ensure effective cost control, equitable claims resolution, and client satisfaction.
- Perform thorough research for loss valuation, and collaborate with agents and vendors to estimate structural damages accurately.
- Interpret and apply insurance policy coverage details, advising clients on limits and exclusions, and directing them to agents for limit adjustments.
Customer Service Representative
Interval International
08.2018 - 12.2023
- Delivered high-quality customer service, effectively addressing global client needs for exchange services, and responding to inquiries about membership benefits.
- Ensured timely and efficient communication with prospective customers, addressing their inquiries and requests promptly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed complex claims processes, ensuring accuracy and timely resolution.
- Managed high-volume inbound calls, providing exceptional customer service and issue resolution.
Customer Service Representative
Alorica
10.2017 - 04.2018
- Responded to inbound customer inquiries, ensuring resolution and satisfaction for account-related questions.
- Processed medical and prescription claims for individuals covered under Medicare and Medicaid programs.
- Upheld strict confidentiality protocols while handling sensitive client information and inquiries.
- Enhanced customer satisfaction by effectively resolving disputes and addressing concerns.
- Coordinated scheduling for client appointments, including annual physicals and wellness exams.
- Managed financial transactions, including credit card authorizations and payment processing.
- Maintained accurate customer records through diligent data entry and information updates.
Human Resource Assistant
Morse Life
11.2011 - 10.2013
- Facilitated communication between staff and management, ensuring effective transmission of decisions and assistance with resolving workplace issues.
- Spearheaded employee engagement initiatives, delivered new hire orientations, conducted exit interviews, and disseminated company updates.
- Organized and scheduled meetings across multiple conference rooms for managers and leaders.
- Fostered a positive work environment by maintaining a vibrant and positive demeanor in employee interactions.
- Demonstrated strong interpersonal skills in engaging with stakeholders at all organizational levels.
- Supported HR Manager in strategic planning sessions focused on organizational development and growth.
- Enhanced onboarding experience for new hires by creating comprehensive orientation materials and training programs.
- Enhanced internal communication with development of monthly newsletter, highlighting team achievements and HR updates.
Receptionist
International Insitute
07.2009 - 01.2011
- Addressed inquiries from guests and the public, ensuring prompt and courteous responses.
- Managed and reconciled cash transactions, maintaining accurate records of selections and payments.
- Processed payments efficiently, issuing customer receipts and ensuring correct billing and change.
- Operated standard office equipment, including fax machines, copiers, and phones, and utilized software for spreadsheet creation, word processing, and database management.
- Resolved customer complaints, achieving resolution and maintaining high levels of satisfaction.
- Guided employees, guests, and visitors to the correct department, enhancing overall organizational efficiency.
Education
Some College (No Degree) - Nursing
Miami Dade
Miami, FLHigh School Diploma - Science
Felix Varela Sr. High
Miami, FL06.2004
Skills
- Empathy
- Problem-Solving
- Technical Proficiency (eg
- Active Listening
- Adaptability
- Multitasking
- Time Management
- CRM Software)
- Conflict Resolution
- Patience
- Salesforce
- Customer Service Management
- Call Center Management
- Microsoft Office Suite (Word, Excel, Powerpoint Access, Photoshop , Adobe , Outlook)
- Complaint Handling
- Report & Spreadsheet
- Data Entry
- Excellent Communication Skills
Timeline
Customer Service Representative
Geico
02.2025 - Current
Claims Adjuster
Assurant
10.2023 - 02.2025
Customer Service Representative
Interval International
08.2018 - 12.2023
Customer Service Representative
Alorica
10.2017 - 04.2018
Human Resource Assistant
Morse Life
11.2011 - 10.2013
Receptionist
International Insitute
07.2009 - 01.2011
High School Diploma - Science
Felix Varela Sr. High
Some College (No Degree) - Nursing
Miami Dade