Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KENISHA SIMPKINS

Jacksonville

Summary

Experienced Lead Client Relations Specialist with a strong customer service background. Recognized for efficiently resolving customer inquiries and maintaining high satisfaction rates. Skilled in effective communication and problem-solving abilities to enhance the overall customer experience.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Account Coordinator

Peak Plans LLC
04.2024 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Provided ongoing view of service satisfaction and changing customer requirements by collecting and reporting data on key account relationships.
  • Resolved complex billing issues, ensuring accurate invoicing and prompt payment from clients.
  • Implemented time-saving procedures that reduced administrative tasks while increasing focus on client engagement initiatives.

Lead Customer Support Manager

Assurance IQ
08.2021 - 02.2024
  • Liaised between customers and other departments as needed to ensure timely delivery of products or services
  • Monitored performance metrics such as conversion rates, ROI, cost per acquisition
  • Analyzed data to identify trends and develop strategies to increase sales efficiency
  • Utilized effective problem-solving techniques when resolving customer issues or complaints
  • Managed a team of customer support representatives, providing ongoing training and development opportunities.
  • Streamlined the customer support process for faster resolution times and improved customer experience.
  • Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
  • Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
  • Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.

Client Relations Specialist

Florida Blue
07.2018 - 08.2021
  • Developed strong client relationships by providing timely responses to inquiries and resolving customer concerns in a professional manner
  • Communicated with clients to answer questions or address concerns regarding accounts or purchases
  • Utilized analytical skills to identify opportunities for process improvement, resulting in improved efficiency of operations
  • Addressed customers courteously using suitable methods and problem-solving skills
  • Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues

Education

Bachelor of Science (B.S.) - Business Administration

Western Governors University
Millcreek, UT
01.2026

Skills

  • Strong organization
  • CRM software expertise
  • Cross-functional coordination
  • Client relationship building
  • Performance tracking
  • Active listening
  • Critical thinking
  • Data entry
  • Computer proficiency
  • Complaint handling
  • Microsoft Excel
  • Team development
  • Administrative support
  • Exceptional communication
  • Superior customer service
  • Goal-oriented mindset
  • Resilience under pressure
  • Client retention strategies
  • Excellent presentation skills
  • Analytical mindset
  • High emotional intelligence

Certification

2-15 Health & Life Insurance License

Timeline

Customer Account Coordinator

Peak Plans LLC
04.2024 - Current

Lead Customer Support Manager

Assurance IQ
08.2021 - 02.2024

Client Relations Specialist

Florida Blue
07.2018 - 08.2021

Bachelor of Science (B.S.) - Business Administration

Western Governors University

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KENISHA SIMPKINS