Kendra Balfour
Stockbridge,Georgia
Summary
Ensuring customers have the best experience in accordance with your company protocol is my priority. Self-motivated and organized with an ability to multi-task while dealing with diverse demands, I am seeking an opportunity to join a company that understands that the Customer Services position is key to the company's operational image.
Logistics professional with extensive experience in managing warehouse operations and leading teams to ensure efficient workflows. Known for reliability and adaptability in meeting changing needs. Expertise in inventory management and process optimization, fostering collaborative team environment.
Overview
11
11
years of professional experience
Work History
Warehouse Supervisor
Kroger Distribution Center
06.2023 - 10.2024
- Supervised shipping and receiving, distribution and workplace safety.
- Supervised warehouse operations by managing employees during shifts.
- Completed daily operations on time and maintained high standards of accuracy.
- Monitored employee performance and offered mentoring and leadership to improve any deficiencies.
- Managed a team of warehouse workers for optimal scheduling, task delegation, and overall productivity.
- Conducted regular inventory audits to identify discrepancies in stock counts while implementing corrective measures as needed.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Trained new team members on proper and safe use of tools and equipment.
- Collaborated with other department heads on company-wide initiatives aimed at improving operational efficiency across multiple divisions.
- Handled employee concerns promptly and effectively while maintaining open lines of communication amongst team members.
- Monitored adherence to safety protocols and company policies by staying attentive to details.
- Assigned tasks to team members to complete within designated time frames.
- Monitored production levels and implemented measures to increase output.
Customer Care Representative
Consumer Attorney Marketing Group
01.2023 - 06.2023
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Contributed to team success, consistently achieving call center performance metrics.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Logged call information and solutions provided into internal database.
Warehouse Supervisor
Project Verte
12.2021 - 12.2022
- Supervised shipping and receiving, distribution and workplace safety.
- Supervised warehouse operations by managing employees during shifts.
- Oversaw daily operations and shipping and handling processes.
- Completed daily operations on time and maintained high standards of accuracy.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Met or exceeded production goals and objectives by following strict procedures.
- Trained new team members on proper and safe use of tools and equipment.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Increased accuracy in order fulfillment with thorough quality control checks before shipping orders.
Appointment Representative
Chimes Solutions
01.2019 - 11.2021
- Managed incoming and outgoing calls emphasizing superior customer service in a call center environment.
- Take responsibility for addressing member issues, questions, concerns, and see them through to resolution
- Respond to members and providers in a polite and courteous manner, with patience, empathy, care, compassion, and sincerity in voice tone and pace
- Assist members with medical and pharmacy benefits, medical plan overview, behavioral health inquiries, claims, provider search and prior authorization
- Provide member education on HSA, FSA, HRA, and other financial accounts
- Serve as a Health Care Advisor, going above and beyond for consumers, creating a memorable consumer experience, and providing expert, proactive service to members by: Education to help simplify the healthcare system and validate members understanding of next best actions
- Advise members in choosing healthcare providers that meet and exceed consumer needs
- Educate members on clinical and wellness resources they can take advantage of to manage a health condition/disease or reach a wellness goal
- Provide education to members to assist in understanding benefits, terminology, claim resolution and Explanation of Benefit interpretation
- Provide community resources once internal resources have been exhausted (e.g
- Financial assistant programs, Medical assistant program resources)
- Work with Network management to ensure panel request are up to date and when providers are not confirming to the contract (e.g
- Balance billing)
Customer Service Specialist
Extravagant Business Management
01.2017 - 01.2018
- Manage large amounts of incoming calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
Technical Support Representative
Wipro LTD
01.2014 - 01.2017
- Minimum two years of Technical Support experience
- Ability to solve problems quickly and methodically
- Excellent verbal and written communication skills
- Independent self-starter and have the ability to multi-task
- Ability to work in a fast-paced, high call volume environment
- Computer literate with knowledge of the Microsoft suite of products
- Fast learner
- Willingness to travel if necessary
Education
High School Diploma -
Emery High School
Emeryville, CA01.1991
Skills
- Attention to Detail
- Active Listening Skill
- Improving Customer Experience
- Building Customer Loyalty
- Positive Attitude
- Customer Support
- Time Management
- Interpersonal Skills
- Multitasking
- Quick learner
- Exceptional time management skills
- Excellent work ethic
- Motivated team player
- Warehousing practices and procedures
- Warehouse operations
- Problem-solving
- Warehouse organization
- Quality control
- Report preparation
- Policy enforcement
- Multitasking and organization
- Team leadership
Timeline
Warehouse Supervisor
Kroger Distribution Center
06.2023 - 10.2024
Customer Care Representative
Consumer Attorney Marketing Group
01.2023 - 06.2023
Warehouse Supervisor
Project Verte
12.2021 - 12.2022
Appointment Representative
Chimes Solutions
01.2019 - 11.2021
Customer Service Specialist
Extravagant Business Management
01.2017 - 01.2018
Technical Support Representative
Wipro LTD
01.2014 - 01.2017
High School Diploma -
Emery High School
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