KENNETH MCCRAY
Columbia,SC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Teleperformance USA
09.2022 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Worked with confidential customer information and treat it sensitively
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
Senior Assistant Processor
DXC Technology
01.2021 - 06.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Handled 40-50 calls per day to address Agency and Insurers inquires and concerns.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Educated and promoted Self Service options.
Senior Customer Service Representative
Dovetail Insurance
05.2019 - 02.2020
- Assisted customers by answering questions, addressing concerns and providing current account information
- Delivered high level of service and support to each customer, paving way for future business opportunities
- Answered 50+ inbound calls per day and directed to designated individuals or departments
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Upheld privacy and security requirements established by Department of Insurance regulatory agencies
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Senior Customer Service Representative
DXC Technology Co
04.2017 - 05.2019
- Spent ample time with each customer going over and explaining documents to ensure that they understood key information
- Displayed a consistent positive attitude towards customers, peers and other personnel
- Followed up with customers on unresolved issues
- Reported policy changes and company conditions affecting customer satisfaction
- Evaluated the accuracy and quality of data entered into the agency management system
- Calculated quotes and educated existing clients on insurance options
- Notable accomplishments.
TAX ADMINISTRATIVE SPECIALIST
Recruiting Solutions - COLUMBIA
02.2014 - 11.2014
- Assisted with submitting U.S citizen's Foreign Bank Accounts to IRS and monitored all 10-40 tax returns for customers and verified that information is current and accurate
- Responded to emails in a timely and accurate manner, participated in weekly team meetings to discuss work related material
- Notable Accomplishments:
- Consistently met all company quota objectives
- 100% on-time record for attendance.
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE USA
01.2012 - 01.2014
- Managed all aspects of DirecTV customer base on a daily basis
- Responsible for all inbound calls from customer to assist with answering technical questions, policy & procedures, billing issues, transferred customers between different departments
- Was able to multitask while using multiple computer screens and different programming
- Notable Accomplishments:
- Consistently met all company quota objectives
- Achieved 120% of annual objectives 2013
- Consistently ranked in the top 5% on Customer Survey feedback.
MEDICAL TRANSPORTATION COORDINATOR
01.2011 - 01.2012
- Responsible for scheduling & coordinating medical transportation for patients, throughout the South Carolina region
- Ensured patient's medical needs during transport, were onboard prior to arrival
- Communicate with medical facilities to ensure patient's appointments are reserved
- Notable Accomplishments
- 100% on-time record for patient pick-up and destination
- Consistently ranked #1 from customer survey feedback results.
ASSEMBLY ASSOCIATE
RANDSTAD SELF SERVICES, BOSE CORP
01.2009 - 01.2011
- Responsible for assembling, quality assurance testing & inspection of multiple electronic components
- To include: Aviation Headsets, Radios, Headphones, Gaming Systems and Speakers
- Notable Accomplishments:
- Successfully completed all Quality Assurance training.
Education
High School Diploma -
Lugoff Elgin High School
South CarolinaGraphic Design
South University
Columbia, SCSkills
- Marketing
- Customer Retention
- Account Management, MS Word, Excel, PowerPoint, Works, Outlook, Lotus Notes, MS Office
- Customer Relations
- Customer satisfaction
- Data entry
- Quality assurance
- Adaptive team player
- High-energy attitude
- Problem-solving abilities
- Microsoft Excel
- Notary Public
Certification
South Carolina Notary Public
Timeline
Customer Experience Specialist
Teleperformance USA
09.2022 - Current
Senior Assistant Processor
DXC Technology
01.2021 - 06.2022
Senior Customer Service Representative
Dovetail Insurance
05.2019 - 02.2020
Senior Customer Service Representative
DXC Technology Co
04.2017 - 05.2019
TAX ADMINISTRATIVE SPECIALIST
Recruiting Solutions - COLUMBIA
02.2014 - 11.2014
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE USA
01.2012 - 01.2014
MEDICAL TRANSPORTATION COORDINATOR
01.2011 - 01.2012
ASSEMBLY ASSOCIATE
RANDSTAD SELF SERVICES, BOSE CORP
01.2009 - 01.2011
High School Diploma -
Lugoff Elgin High School
Graphic Design
South University
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