Kenya Davis-Prosser
Ocala,FL
Summary
Diligent problem-solver with a resourceful approach to challenges and an organized style. Excellent communicator focused on delivering results. Systematic and meticulous in all work. Seeking a customer service/technical position, offering excellent communication skills and good judgment. Hardworking and passionate job seeker with solid organizational skills, eager to secure an entry-level customer service position in a work-from-home office or within a team-oriented environment. Skilled at listening to customers, meeting productivity targets, and maintaining current knowledge of company offerings. Offers empathy, reliability, and enthusiasm for satisfying customers. Excited to work with stressed, confused, and upset individuals in need of benefits information and supportive guidance to navigate critical systems. Operates within regulations and department guidelines to manage telephone calls, emails, letters, and in-person requests for assistance. 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. Experienced in handling patient inquiries and providing support in a healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledgeable about healthcare protocols and procedures, contributing to efficient and effective service delivery.
Overview
25
25
years of professional experience
Work History
Customer Service Agent
Aucera
09.2022 - Current
- Assisted a large volume of customers every day with positive attitude and focus on customer satisfaction.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Communicated with clients regarding account services, statements, and balances.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Addressed customer account discrepancies and concerns.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Processed customer service orders promptly to increase customer satisfaction.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Streamlined communication processes for improved information exchange between customers and team members.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
Tutor
Work From Home
08.2006 - Current
- Planned lessons for allotted time to strengthen weak subjects and build skills.
- Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
- Provided homework assistance using specific curriculum and materials.
- Assessed students' progress throughout tutoring sessions and adjusted instructional methods and content focus.
- Developed student confidence though attentive instruction in education, applying positive reinforcement strategies.
- Stressed importance of good study habits by encouraging students to create personalized study plans.
- Helped students prepare for routine and standardized tests and college entrance exams.
- Provided appropriate learning materials for students.
- Collaborated with parents to create tutoring sessions appropriate for student's age, learning preference and learning style.
- Supported students with helpful study habits and exam strategies.
- Maintained detailed files and created charts tracking students learning progress.
- Drilled students on subject matter and used flashcards and writing techniques to improve recall.
- Tracked learning progress to identify opportunities to enhance tutoring methods and help students achieve passing scores and academic goals.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Prepared lesson plans to meet goals identified in students' individualized study plans.
- Worked with students in classrooms or home environments to provide educational support.
- Met with students and discussed educational goals and expectations.
- Provided early intervention assistance to struggling students.
- Improved test scores by focusing on reading comprehension, math, and critical thinking skills through one-on-one tutoring sessions.
- Identified learning needs and implemented fun and engaging learning activities to help students advance.
- Designed engaging lessons, using art and visual aids to enhance learning process.
- Created special handouts, study guides and enrichment materials to boost student knowledge.
Babysitter
Self Employed
10.2013 - 02.2022
- Prepared healthy, age-appropriate snacks and meals.
- Assisted children with homework assignments and special projects across different subjects.
- Offered age-appropriate, fun and educational activities for children ranging in age from six weeks to sixth grade.
- Studied and researched food allergies to understand requirements for individuals with such conditions.
- Taught children to organize toys, wash hands and share by leading by example.
- Maintained updated list of emergency contact information and child's health information in case of emergencies.
- Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs.
- Played games, worked on puzzles and read books to young children.
- Communicated positively with children and guardians.
- Bathed, dressed and helped with teeth brushing as part of bedtime preparation.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Balanced playtime and limited screen time to support development of fine motor, gross motor and cognitive skills.
- Organized activities that enhanced children's physical, emotional and social well-being.
- Supervised children on playground to help develop physical and social skills.
- Engaged with children on individual basis to build positive relationships.
- Developed games and activities using arts and crafts to support learning and verbal skills.
- Made healthy snacks and meals for 2-10 children.
- Assisted with light housekeeping duties as well as running errands.
- Supervised children engaged in physical activity, learning and social skills with peers.
- Encouraged children to be understanding and patient with others.
- Established and maintained safe play environment for children.
- Promoted language development skills through reading and storytelling.
- Transported children to and from school, medical appointments and extra-curricular activities.
- Worked with parents to develop and implement discipline programs to promote positive behavior.
- Monitored children's play activities to verify safety.
- Helped children complete homework assignments and school projects.
- Provided developmentally appropriate activities for children.
- Identified warning signs of emotional and developmental problems in children.
- Fostered close relationships with children by discussing school, friends and hobbies.
Customer Service Associate
K&R Inc.
12.2020 - 01.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Answered constant flow of customer calls with minimal wait times.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Teacher's Assistant
Saddlewood Elementary School
08.2013 - 06.2020
- Oversaw groups of students at school and off-site locations, maintaining optimal safety and security.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Organized and guided skills practice, research and memorization tasks for students.
- Assessed student assignments to check quality and completeness before submission for grading.
- Worked with lead teacher to monitor class schedule and take attendance.
- Reviewed lesson material with students individually or in small groups.
- Assisted lead teachers with lesson plan creation and materials development .
- Collated classroom materials to help teachers prepare for daily instruction and activities.
- Created lesson materials, visuals and digital presentations to supplement lesson plans.
- Implemented practice exercises and used repetition, enabling students to grasp new concepts quickly.
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals and objectives.
- Handed out classroom materials, like pencils, paper and crayons.
- Attended training classes, parent conferences, and faculty meetings to stay up-to-date on student progress.
- Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.
- Supervised residential and day treatment children during class and on field trips.
- Supported student learning objectives through personalized and small group assistance.
Volunteer
Chiefland Elementary School
08.2000 - 06.2013
- Volunteered with groups and organizations to help make measurable differences for program recipients.
- Helped with office tasks, taking messages, scanning documents and answering phone inquiries.
- Supported engaging, fun and smooth-running events by helping with organization and planning.
- Adhered to organization procedures and instructions to maintain safety for program participants and other workers.
- Coordinated food, clothing and household items for disadvantaged individuals and families.
- Used strong interpersonal communication skills to convey information to others.
- Met with other volunteers and program leaders to discuss new service opportunities.
- Assisted with special events or programs.
- Supported staff with clerical work and other office tasks.
- Supported program leaders with administrative support duties.
- Assisted program manager with planning and fundraising responsibilities.
- Provided immediate responses to questions from volunteers.
- Maintained clean, neat and operational facilities to serve program needs.
- Planned and delivered numerous activities and special events for programs and services.
- Teamed with community organizations and government agencies to increase outreach and service utilization.
Education
Associate of Science - Information Technology
American InterContinental University
06.2010
Associate of Arts - Business Administration And Management
American InterContinental University
07.2009
High School Diploma -
Chiefland High School
06.1997
Skills
- SEO strategy development
- Customer service
- Effective customer complaint resolution
- Empathetic communicator
- Active listening
- Data entry
- Conflict resolution strategies
- Scheduling
- Data analysis expertise
- Market Prominence expertise
- HealthEdge/Altruista Health/Guiding Care expertise
- Customer relationship management (CRM)
Timeline
Customer Service Agent
Aucera
09.2022 - Current
Customer Service Associate
K&R Inc.
12.2020 - 01.2022
Babysitter
Self Employed
10.2013 - 02.2022
Teacher's Assistant
Saddlewood Elementary School
08.2013 - 06.2020
Tutor
Work From Home
08.2006 - Current
Volunteer
Chiefland Elementary School
08.2000 - 06.2013
Associate of Arts - Business Administration And Management
American InterContinental University
High School Diploma -
Chiefland High School
Associate of Science - Information Technology
American InterContinental University
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