Kenitha Copeland
Glendale,AZ
Summary
Highly motivated and results-driven individual with 3+ years of experience in data analysis and reporting. Proficient in analyzing data and developing recommendations for key decision-makers. Strong analytical and problem-solving skills, with the ability to review reports and utilization data to consult with customers and implement appropriate interventions. Proven ability to work collaboratively and independently to resolve document-related concerns and stay up to date with changes in process.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Prosper
04.2022 - Current
- Provided excellent customer service by providing in-depth product and service knowledge efficiently and respectfully
- Fulfill first call resolution by identifying root issues and taking full responsibility for investigating customer concerns
- Ensure customer interactions meet or exceed company standards for professionalism, problem solving, and satisfaction
- Defer to all company policies and procedures, including data privacy and security standards
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Data Entry Specialist
JP Morgan Chase
02.2021 - 02.2022
- Designed and created visual aids for monthly and quarterly reports for department decision-makers, resulting in a 20% improvement in report clarity and understanding
- Created and maintained clear, concise, and accurate data
- Transferred information from an internal system to Excel spreadsheet format
- Monitored KPIs to proactively identify roadblocks and solutions promptly, ultimately leading to increased resolution
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Completed data entry tasks with accuracy and efficiency.
Customer Support Specialist
Fiserv
12.2019 - 02.2021
- Managed the execution of onboarding and implementations for 50+ accounts
- Formulated comprehensive process documentation to effectively guide new client onboarding teams
- Monitored delegate customer support issues to ensure timely and accurate resolution
- Provided personalized support and assistance to ensure customers achieved their desired outcomes
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Patient Transport
Banner Health
09.2018 - 12.2019
- Transported 30+ patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs and stretchers
- Interfaced with nurses and physicians to maintain stability during transport and facilitate event-free transport
- Addressed and resolved patients complaint and grievances, and work to improve overall patient experience
Patient Services
North Western Medicine Hospital
01.2015 - 07.2017
- Provided personalized support and assistance to ensure customers achieved their desired outcome
- Validated payment accuracy by reviewing information to determine payment methods are set up correctly
- Played instrumental role inn client satisfaction by working with operational teams for proper resolutions
Education
Associates of Business -
Estrella Mountain Community College
Phoenix, AZSkills
- Written & Verbal Communication
- Process Improvement
- Customer Experience
- Sales Expertise
- Project Management
- Data Analytics
- Innovation Strategic Planning
- Conflict Management
- Salesforce
- Slack
- Tableau
- Google Suite
- Zendesk
- Adobe Acrobat
- Microsoft Suite
- Workday
- Critical Thinking
- Customer Service
- Problem-solving abilities
- Active Listening
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Introduction
Highly motivated and results-driven individual with 3+ years of experience in data analysis and reporting. Proficient in analyzing data and developing recommendations for key decision-makers. Strong analytical and problem-solving skills, with the ability to review reports and utilization data to consult with customers and implement appropriate interventions. Proven ability to work collaboratively and independently to resolve document-related concerns and stay up to date with changes in process.
Timeline
Customer Service Representative
Prosper
04.2022 - Current
Data Entry Specialist
JP Morgan Chase
02.2021 - 02.2022
Customer Support Specialist
Fiserv
12.2019 - 02.2021
Patient Transport
Banner Health
09.2018 - 12.2019
Patient Services
North Western Medicine Hospital
01.2015 - 07.2017
Associates of Business -
Estrella Mountain Community College
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