Kennisha Strong
Miami,FL
Summary
Experienced and reliable Customer Service Representative with 5+ years of success delivering high-quality support in the insurance and telecommunications industries. Proven ability to resolve complex customer issues, manage high call volumes, and maintain empathy and professionalism in fast-paced remote environments. Adept at handling policy inquiries, billing concerns, and service troubleshooting with strong attention to detail and CRM expertise.
Overview
9
9
years of professional experience
Work History
Remote Customer Service Agent
Liveops
01.2022 - Current
- Provided inbound and outbound phone support for multiple clients including insurance, healthcare, and retail.
- Handled an average of 80+ calls per shift, maintaining a 95% customer satisfaction rating.
- Used CRM tools to log interactions, follow up on inquiries, and ensure timely resolutions.
- Successfully adapted to varying client guidelines and call scripts while maintaining quality standards.
Customer Service Specialist
Progressive Insurance
01.2019 - 01.2022
- Assisted customers with policy changes, billing inquiries, claims support, and coverage options.
- Maintained compliance with privacy and industry regulations (HIPAA, PCI, etc.).
- Recognized for consistently achieving call quality scores above 90%.
- Trained new team members on systems navigation and company procedures.
Customer Service Representative
State Farm Insurance
Miami, FL
01.2017 - 01.2019
- Supported policyholders with account maintenance, claims updates, and general inquiries.
- Educated customers on insurance products, contributing to increased policy renewals.
- Managed customer complaints with professionalism, resulting in improved retention.
- Collaborated with agents and claims adjusters to ensure seamless service delivery.
Education
Bachelor Of Education - Education Administration
Barry University
Miami, FL06.2024
Skills
- Call Center Operations
- CRM Software (Salesforce, Zendesk, proprietary systems)
- Policy & Claims Support
- Conflict Resolution
- Remote Work & Time Management
- Multitasking & Data Entry
- Insurance Industry Knowledge
- Communication & Active Listening
Timeline
Remote Customer Service Agent
Liveops
01.2022 - Current
Customer Service Specialist
Progressive Insurance
01.2019 - 01.2022
Customer Service Representative
State Farm Insurance
01.2017 - 01.2019
Bachelor Of Education - Education Administration
Barry University