Summary
Overview
Work History
Education
Skills
Timeline
Generic
KENEQUA CARRIZALES

KENEQUA CARRIZALES

Columbus,GA

Summary

Encouraging Sr. Customer Care Specialist and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Sr. Customer Care Specialist

Aflac
03.2023 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing efficient solutions.
  • Streamlined communication channels for improved customer interaction and faster resolutions.
  • Implemented new strategies to reduce average call handling time, contributing to overall efficiency.
  • Spearheaded team initiatives that resulted in increased upselling opportunities and boosted sales figures.
  • Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
  • Boosted first-call resolution rates by implementing best practices informed by ongoing professional development activities.

Lead Specialist/Customer Advocate

Aflac
09.2020 - 03.2023
  • Passes on to other specialists instructions received from supervisors and initiates work (e.g., assigning immediate tasks); works along with specialists and sets pace; demonstrates proper work methods; maintains functional knowledge in at least three skills; answers questions from other specialists on procedures, policies, instructions, and resolution of more complex situations; reports on status and progress of work, causes of delays; provides technical guidance on more complex issues; provides input to management on employees’ performance; provides orientation, identifies training needs, and/or train team members if required
  • Provides coaching and feedback regarding performance to employees and communicates training and performance needs to supervisors and employees; uses various evaluation and feedback methods (checking work, problem time, etc.) to measure and communicate performance status; ensures successful transition of new employees from training to work environment
  • Possesses and applies expert knowledge of operational principles, practices and procedures, and operates as subject matter expert with substantial latitude for independent action or decision making regarding day-to-,day services provided by business unit or operational functions and team processes; interprets and applies division and organizational policies and procedures, and recommends changes or enhancements to procedures or processes
  • Solves problems and communicates with other departments to determine appropriate action to resolve situation/condition; communicates customer needs and inquiries to management to provide information for improvement of overall service levels; reviews and analyzes existing work processes and recommends enhancements; calculates service level information, prepares and distributes reports, and communicates this information to all employees
  • In attempt to maintain effective working relationships, correct discrepancies, and resolve issues that develops from day to day operations; coordinates administrative and logistical details associated with day-to-day operations such as time and attendance reports, service levels, productivity/quota reports, performance measures and other statistical reports for management; communicates customer needs, inquiries and deficiencies to management, and makes recommendations to improve services
  • Researched and resolved account and service problems with friendly, knowledgeable support.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Cross-trained and provided back up for customer service managers.

Customer Service Specialist II

Aflac
10.2015 - 08.2020
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Managed over 60 customer calls per day.

Education

Associate of Business Administration - Business Administration And Management

University of Phoenix
Tempe, AZ
08.2010

Skills

  • Highly skilled in Aflac Group, NGP, Legacy Accounts, Traditional, CPI, Technical Issues
  • Proficient in Microsoft Word, Excel, PowerPoint, Access, Office
  • Conducts quality review of telephone Representatives' performance within functionally-Specific units to ensure quality service goals and Standards are met and/or identify areas where Improvement can be achieved
  • Client Relationships
  • Livechat Messaging
  • Quality Monitoring
  • Data Entry
  • Technical Assistance
  • Interpersonal Communication Skills
  • Personal Development

Timeline

Sr. Customer Care Specialist

Aflac
03.2023 - Current

Lead Specialist/Customer Advocate

Aflac
09.2020 - 03.2023

Customer Service Specialist II

Aflac
10.2015 - 08.2020

Associate of Business Administration - Business Administration And Management

University of Phoenix

Similar Profiles

CREATE PROFILE
KENEQUA CARRIZALES