Summary
Overview
Work History
Education
Skills
Timeline
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KENTORAY MORGAN

Houston,tx

Summary

Experienced with leading customer service teams to achieve high satisfaction levels and operational efficiency. Utilizes problem-solving and conflict resolution skills to address customer concerns effectively. Track record of fostering team collaboration and maintaining positive work environment.

Overview

8
8
years of professional experience

Work History

Customer Service Lead

J.P. Morgan Chase
08.2023 - Current
  • Led team to enhance customer satisfaction through effective problem resolution strategies.
  • Trained and mentored new staff on best practices and company policies.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Greeted customers and listened closely to problems described to determine solutions.

CUSTOMER SERVICE REPERSENTIVE

Anthem
11.2020 - 07.2023
  • ANTHEM - Implementing World Class customer service to all customers and maintaining a positive image on company grounds - Assisting providers with faulty claims
  • Reprocessing incorrectly denied claims
  • Provide claim status and payment information
  • Handling requested escalations from customer service reps

Night Auditor

Crowne Plaza
11.2022 - 08.2023
  • Managed guest check-ins and check-outs efficiently during night shifts.
  • Conducted nightly audits of financial transactions to ensure accuracy.
  • Resolved guest inquiries and issues promptly, enhancing satisfaction levels.
  • Coordinated with housekeeping and maintenance teams for timely service delivery.
  • Assisted in training new staff on front desk procedures and customer service standards.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Night Auditor

Country Inn and Suites
07.2018 - 11.2020


  • Managed front desk operations, ensuring efficient check-in and check-out processes.
  • Assisted guests with inquiries, providing information on services and local attractions.
  • Coordinated room assignments, optimizing occupancy and guest satisfaction.
  • Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.

CUSTOMER SERVICE ACCOUNTING TEAM

06.2017 - 07.2018
  • GENESCO - Implementing World Class customer service to all customers and maintaining a positive image on company grounds - Assisted customers with placing, locating, and cancelling orders - Implemented lost package investigations and deescalating dissatisfied customers with proper accommodations - Properly refunding customer for cancelled or error orders - Handling requested escalations from customer service reps - Processing and Mailing customer refund checks

Education

Bachelor of Business Administration - Marketing Management Personal

BUSINESS MARKETING, JACKSON STATE UNIVERSITY

Skills

  • Excellent Customer service and communication
  • Skills
  • Consumer control skills, deescalating special
  • Needs customers
  • Proficient in
  • Microsoft Word, Excel, PowerPoint
  • Skilled in strategic planning and
  • Implementations
  • Great multi-tasker and completing task in
  • Timely manner
  • 30-40 WPM Typing skills
  • Sufficient Managerial experience

Timeline

Customer Service Lead

J.P. Morgan Chase
08.2023 - Current

Night Auditor

Crowne Plaza
11.2022 - 08.2023

CUSTOMER SERVICE REPERSENTIVE

Anthem
11.2020 - 07.2023

Night Auditor

Country Inn and Suites
07.2018 - 11.2020

CUSTOMER SERVICE ACCOUNTING TEAM

06.2017 - 07.2018

Bachelor of Business Administration - Marketing Management Personal

BUSINESS MARKETING, JACKSON STATE UNIVERSITY

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KENTORAY MORGAN