Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kenya Connor

Richmond,VA

Summary

Motivated and seasoned professional with a strong background in customer service, data entry, quality assurance, and comprehensive experience in accounting processes. Proficient in Microsoft Office and Salesforce, with a proven track record in laboratory and healthcare procedures. Adept at researching, engaging in chat communication, and promptly addressing the needs of internal and external customers in a fast-paced environment. Furthermore, I bring a wealth of expertise in accounting practices, including financial record management, invoicing, and reconciliation. Known for my problem-solving abilities and adept at building strong relationships. Seeking a challenging role to leverage my diverse skill set, surpass customer expectations, and contribute to your business success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Relations Coordinator

CarMax
Richmond
10.2021 - Current
  • Provided exceptional customer service and effectively directed inquiries to the appropriate parties
  • Consistently achieved daily, weekly, and monthly service level agreements, utilizing daily reporting to monitor progress
  • Reviewed and responded to corporate emails, letters, and other inquiries, ensuring prompt resolution and high customer satisfaction
  • Supported new hires by providing training, call reviews, and feedback to improve their performance and ensure consistency in service delivery
  • Track and monitor order fulfillment, and refunds providing timely updates to customers on the status refunds, orders, and proactively partnering to resolve any issues that may arise during the process
  • Collaborated with relevant departments to identify and address issues related to call handling efficiency, contributing to enhanced team performance and customer experience
  • Proven track record of delivering exceptional resolutions, addressing inquiries, and resolving issues promptly to enhance customer satisfaction and foster strong client relationships
  • Collect and analyze customer feedback to identify areas for improvement, and collaborate with cross-functional teams to implement solutions that enhance the overall customer experience
  • Provided exceptional customer service through chat / text channels when needed, addressing inquiries, resolving issues, and ensuring customer satisfaction.

Registration Associate

GENETWORx Labs
Richmond
11.2020 - 03.2021
  • Received, sorted, and processed specimens, including entering data into the Laboratory Information System (LIS) and labeling specimens with barcoded labels
  • Ensured the quality of specimens by performing Quality Assurance (QA) and Quality Control (QC) processes, such as reviewing patient information and ensuring proper labeling
  • Accurately entered specimen information into the LIS and ensured completeness and accuracy of data
  • Managed and maintained inventory levels of supplies and reagents
  • Ensured compliance with federal and state regulations, including CLIA, CAP, and HIPAA
  • Trained new staff on specimen registration processes and procedures.

Call Center Representative

Concentrix
Richmond
12.2018 - 05.2019
  • Research and resolved client issues in a timely and efficient manner and provided guidance on maximizing tax refunds
  • Utilized computerized systems to gather information and respond to inquiries via chat, email, and video conference
  • Maintained detailed records of issues and resolutions in a shared database
  • Escalated complex issues to appropriate channels for prompt resolution.

Owner and Operator | Retail Business with Expertise in Operations and Accounting

Fabtagious Boutique llc
Richmond
02.2012 - 01.2019
  • Developed and executed effective business strategies to increase sales, improve customer satisfaction, and expand the customer base
  • Managed day-to-day operations, including inventory management, staffing, scheduling, financial management, and point-of-sale systems
  • Curated and selected merchandise for the store, sourced new products, and managed inventory levels and pricing
  • Provided exceptional customer service, resolved customer complaints, and provided styling advice
  • Monitored and managed accounts receivable to ensure timely collection of payments, reducing outstanding balances and improving cash flow
  • Proficiently handled customer inquiries and issues through chat and text channels, maintaining a high level of responsiveness
  • Conducted regular follow-ups with clients to address billing inquiries, resolve discrepancies, and facilitate prompt payment
  • Generated accurate and timely invoices for services rendered, ensuring adherence to company policies and client agreements
  • Reviewed and verified billing information, including rates, discounts, and contract terms, to minimize errors and discrepancies
  • Tracked and categorized expenses, ensuring compliance with accounting principles and company policies
  • Prepared regular financial reports summarizing key metrics, providing insights into financial performance
  • Led a team of employees, hiring, training, and mentoring staff, setting and achieving performance goals, and fostering a positive work environment
  • Managed all social media posts and chat communications.

Mortgage Employee Auditor

Bank of America
Richmond
05.2007 - 03.2013
  • Ensured compliance with company policies, procedures, and regulations by conducting audits and inspections and monitoring compliance with applicable laws and regulations such as OSHA, HIPAA, and FCPA
  • Monitored associates' voicemails and call routine with customers to ensure guidelines were met with all documents associated with customers' accounts
  • Utilized chat platforms to engage with associates and customers, ensuring clear and concise communication for efficient issue resolution
  • Assessed compliance risks and developed and implemented risk management strategies to mitigate them
  • Provided training and guidance to employees on compliance policies and procedures, and delivered compliance-related presentations and workshops to improve awareness
  • Generated reports, analyzed data, and provided feedback to management and other stakeholders on compliance issues and potential risks, leading to better decision-making
  • Conducted investigations into potential compliance violations by gathering and analyzing data and evidence, interviewing employees, and making recommendations for resolution, ensuring ethical practices were followed.

Education

Associate in Business Administration - undefined

University of Phoenix
Richmond, VA

Skills

Customer relations best practices

Certification

Service Now

Timeline

Service Now

02-2024

Customer Relations Coordinator

CarMax
10.2021 - Current

Registration Associate

GENETWORx Labs
11.2020 - 03.2021

Call Center Representative

Concentrix
12.2018 - 05.2019

Owner and Operator | Retail Business with Expertise in Operations and Accounting

Fabtagious Boutique llc
02.2012 - 01.2019

Mortgage Employee Auditor

Bank of America
05.2007 - 03.2013

Associate in Business Administration - undefined

University of Phoenix

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Kenya Connor