Summary
Overview
Work History
Education
Skills
Timeline
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Kenitha Copeland

Glendale,AZ

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships.

Overview

10
10
years of professional experience

Work History

Credit Card Customer Service Representative

Chase
Tempe, AZ
02.2021 - 01.2022
  • Managed over 50 customer calls per day
  • Making appropriate decisions on behalf of customers
  • Received inbound customer calls related to credit and accounts receivable.
  • Worked with customers to answer questions, resolve disputes and research discrepancies.
  • Supported customers with invoices, statements and other basic questions.

Customer Service Representative

Fiserv
Phoenix, AZ
11.2018 - 03.2021
  • Working within fast-paced, changing environment that requires accuracy, multi-tasking and communicating in using efficient manners
  • Working in collaborative environment full of professional preferred sales agents and managers in inbound call center
  • Communicate effectively both written and verbal
  • Use time management skills to prioritize daily workload and calls received
  • Multitask while working with 40+ customers and navigating through computer systems
  • Provide outstanding customer service through first call resolution
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Patient Transport/ Dispatch

Banner Health
Phoenix, AZ
09.2018 - 04.2020
  • Responds to all job calls in timely manner.
  • Transported 30+ patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs and stretchers.
  • Assisted with lifting and handling patients using appropriate patient safety equipment such as lift swings, stand-up lifts and overhead lifts.
  • Collaborated with CNAs, nurses and physicians to maintain stability during transport and facilitate event-free transport.

Patient Service Specialist

NorthWestern Medicine Hospital
Lake Forest, IL
01.2015 - 07.2017
  • Communicates with patients and guests including greeting them upon arrival Confirming identity and providing necessary information related to their visit
  • Facilitated communication between 50+ patients and various departments and staff.

Crew Trainer/Cashier Team Lead

Taco Bell
Great Lakes, IL
06.2013 - 10.2015
  • Provided fast, fun and friendly service; maintained clean, great-looking store
  • Trained 3+ new team members
  • Respond quickly to resolve guest concerns
  • Crossed train and worked in other areas of store as needed
  • Provided mentoring and training to crew members
  • Built positive relationships with customers to increase repeat business.
  • Quickly and accurately counted drawers at start and end of each shift.

Education

High School Diploma -

Waukegan High School
Waukegan, IL
05.2015

CNA Training -

College of Lake County
Grayslake, IL
06.2016

Associate of Science -

Maricopa Community Colleges - Estrella Mountain Community College
Avondale, AZ
05.2023

Skills

  • Data Entry and Maintenance
  • De-escalation Techniques
  • Issue and Complaint Resolution
  • Responding to Difficult Customers
  • Customer Account Management
  • Verbal and Written Communication

Timeline

Credit Card Customer Service Representative

Chase
02.2021 - 01.2022

Customer Service Representative

Fiserv
11.2018 - 03.2021

Patient Transport/ Dispatch

Banner Health
09.2018 - 04.2020

Patient Service Specialist

NorthWestern Medicine Hospital
01.2015 - 07.2017

Crew Trainer/Cashier Team Lead

Taco Bell
06.2013 - 10.2015

High School Diploma -

Waukegan High School

CNA Training -

College of Lake County

Associate of Science -

Maricopa Community Colleges - Estrella Mountain Community College

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Kenitha Copeland