Kenneshiya Roberts
Oklahoma City,OK
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Delta Dental Insurance
2019.06 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Experience Manager
ChickFilA
2010.11 - 2019.01
- Supervised, motivated, evaluated, and coached employees and facilitated effective training programs
- Responded to and effectively resolved customer complaints in a timely manner to ensure satisfaction
- Maintained inventory control of all products and enforced all proper food sanitation procedures
- Delegated duties to employees in an effective and just manner
- Contacted multiple merchants to obtain necessary inventory and kept concise, accurate records about products
- Maintained high standards of customer service during high volume, fast-paced operations
- Followed procedures for safe food preparation, assembly, and presentation while ensuring that employees adhered to policies
- Resolved employee and consumer complaints quickly and professionally
- Responsible for delivering quality food to customers
- Looked after the store maintenance, cleanliness of store, and maintained high safety standards
- Administered payrolls and other financial aspects of the store
- Recruited new and capable staff and trained them
- Ensured that the highest level of customer satisfaction was maintained
- Prepared weekly reports on sales, profits, etc
- Effectively solved customer complaints and queries
- Strictly followed store policies and implemented them effectively
- Provided high quality customer service
- Looked after and minimized the operational cost of the store
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Fabric Roller
Hobby Lobby Distribution Center
2009.05 - 2010.03
- Performed daily troubleshooting, safety checks and maintenance of equipment.
- Coordinated with other personnel to complete jobs on time and within specifications.
- Inspected work areas before and after operations to determine quality and completion of job.
- Performed daily maintenance and safety inspections on paving, surfacing and tamping equipment to manage wear and tear.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Customer Sales Representative
William Sonoma
2009.10 - 2010.03
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
Team Leader Manager
Chick-fil-A
2006.11 - 2008.07
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training, and development.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
Education
Master of Science - Marital And Family Therapy
Mid America Christian University
Oklahoma City, OK05.2024
No Degree - Medical Assisting
ATI Career Training Center - Dallas
Dallas, TX10.2009
High School Diploma -
John Marshall High School
Oklahoma City, OK05.2003
Skills
- Customer service driven, Strong organizational, problem resolution and follow – up skills. Motivated to generate and increase sales while delivering superior customer service.
- Highlights
- Customer service expert
- Creative problem solving
- Excellent communication skills
- Multi-Task Management
- Goal oriented
- Self-motivated
- Stocking and Replenishing
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Google Docs
- Money Handling Abilities
- Call Center Operations
- Professional Telephone Demeanor
- Issue and Complaint Resolution
- Team Development
Certification
- Behavioral Health Case Manager (Certified 2023)
Timeline
Customer Service Representative
Delta Dental Insurance
2019.06 - Current
Experience Manager
ChickFilA
2010.11 - 2019.01
Customer Sales Representative
William Sonoma
2009.10 - 2010.03
Fabric Roller
Hobby Lobby Distribution Center
2009.05 - 2010.03
Team Leader Manager
Chick-fil-A
2006.11 - 2008.07
Master of Science - Marital And Family Therapy
Mid America Christian University
No Degree - Medical Assisting
ATI Career Training Center - Dallas
High School Diploma -
John Marshall High School
- Behavioral Health Case Manager (Certified 2023)
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