Kendra Council-Phillips
Newark,NJ
Summary
CAREER SUMMARY: Dedicated customer service professional with a high drive for a positive client experience. Self motivated problem solver, with a strong track record for attaining the best possible outcomes for potential and new clients. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Rep
MMC GROUP AGENCY/ MAXIMUS HEALTH
09.2019 - Current
- Process Medicaid endorsements, review coverage’s, handle phone calls regarding billing and policies, handle renewals, completing/Editing applications
- Answered 75 (avg.) calls per day exceeding quota by 15% including HIPAA regulations
- Provided prompt customer support with a professional, friendly, and patient attitude
- Proactively went over and memorized the company policy
- Politely addressed customers complaints and escalated to managers when necessary
Customer Advocate
Carvana
Midland Park, NJ
01.2021 - 02.2022
- Resolved complex challenges when they arise for customer purchasing or selling vehicles
- Built trust with customers resulting in an average customer satisfaction survey score of 98%
- Transferred customer data information for paper to system at the end of each day
- Troubleshoot technical issues between customer and the back office team
Customer Service Rep
Edison, NJ
10.2019 - 12.2020
- Utilized Knowledge of 100+ companies and medical coding to make tailored recommendations based on customers’ needs and preferences
- Received 5-star customer satisfaction rating through voice, chat, and email communication
- Completed customer insight reports and input over 12,000 units of sensitive data
Education
DIPLOMA -
Newark Early College AT West Side High School
01.2012 - 01.2016
Bachelor of Science - Criminology
Bloomfield College
01.2019 - Current
Skills
COMPUTER SKILLS
MS OFFICE, QuickBooks, Database Management, Email/ Chat Support, Advance Computer Skills
Complaint resolution
Report preparation
Sales expertise
Route dispatch
Account management
Staff education and training
Administrative support
Money handling abilities
Stocking and replenishing
Training development aptitude
Medical terminology knowledge
Technical Support
Creative problem solving
Multi-line phone talent
Timeline
Customer Advocate
Carvana
01.2021 - 02.2022
Customer Service Rep
10.2019 - 12.2020
Customer Service Rep
MMC GROUP AGENCY/ MAXIMUS HEALTH
09.2019 - Current
Bachelor of Science - Criminology
Bloomfield College
01.2019 - Current
DIPLOMA -
Newark Early College AT West Side High School
01.2012 - 01.2016
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