Summary
Overview
Work History
Education
Skills
Additional Information
Contact
Timeline
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Keniqua Thomas

Florence,United

Summary

Dynamic Customer Experience Team Lead with a proven track record at Apple, enhancing customer satisfaction and team productivity through effective communication and organizational skills. Excelled in cross-functional collaboration and process improvement, leading to significant operational efficiencies. Expert in CRM software and adept at conflict resolution, consistently delivering superior customer service and driving revenue growth.

Overview

5
5
years of professional experience

Work History

Customer Experience Team Lead

Apple
Remote
04.2020 - 02.2023
  • Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Trained staff on operating procedures and company services.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Managed timely and effective replacement of damaged or missing products.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Sought ways to improve processes and services provided.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Benefit Verification Specialist

Express Scripts
Remote
02.2018 - 04.2020
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Implemented open enrollment system to streamline benefits processes for employees.
  • Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Researched and evaluated new benefits programs to select cost-effective providers and coverage levels.
  • Reduced employee turnover by creating welcoming, inclusive and employee-centered work culture.
  • Analyzed and reported on employee benefits data to identify trends and develop strategies for improvement.
  • Negotiated and managed contracts with health insurance providers to secure cost-effective employee coverage.
  • Developed comprehensive benefits packages to improve employee satisfaction and retention.
  • Created employee education programs to improve understanding of benefits packages and increase utilization.
  • Collaborated with HR to develop and maintain up-to-date benefits manual.

Education

High school diploma - Biology

South Carolina State University

High School Diploma -

Darlington High School

Skills

  • Empathy and understanding
  • Organizational skills
  • Performance monitoring
  • Conflict resolution
  • Effective communication
  • Feedback delivery
  • Time management
  • Cross-functional collaboration
  • Project management
  • Product knowledge
  • Continuous learning
  • Client Advocacy
  • Request Management
  • Interpersonal skills
  • Coaching and mentoring
  • Trend Monitoring
  • Process improvement
  • Goal setting
  • Technical proficiency
  • Active listening
  • Adaptability and flexibility
  • Resource allocation
  • Multitasking capabilities
  • Multi-Line Phone Talent
  • Complaint Resolution
  • Customer Service
  • Order Processing
  • De-Escalation Techniques
  • Direct Sales
  • Microsoft Exchange
  • Computer Skills
  • Calm and Professional Under Pressure
  • MS Office
  • Order and Refund Processing
  • Transaction Processing
  • Product Sales
  • Call Metrics
  • CRM Software
  • Call Center Operations
  • Store Maintenance
  • Team management
  • CRM software
  • Policy improvement
  • Request management
  • Promotional support
  • Refunds processing
  • Customer account management

Additional Information

  • Authorized to work in the US for any employer

Contact

Hartsville, United 29532

Timeline

Customer Experience Team Lead

Apple
04.2020 - 02.2023

Benefit Verification Specialist

Express Scripts
02.2018 - 04.2020

High school diploma - Biology

South Carolina State University

High School Diploma -

Darlington High School

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Keniqua Thomas