Kenya Gilbert

Receives, enters, researches, responds to, and tracks in-person, telephone, email, and written citizen inquiries and complaints relating to city services. (Multi-channel) • Refers complex or difficult issues to more senior representative or supervisor. • Engage with citizens either by phone or in person to determine details of the inquiry or problem. • Researches, gathers, and enters all pertinent facts pertaining to issues and complaints into a database during requests. • Contacts departments as appropriate to secure information and/or refer issues and complaints for a response. • Reads and applies various documents such as maps, procedures, and regulations to work situations. • Advises departmental personnel, citizens, and others on the status of cases pending, and makes referrals to other agencies as appropriate.

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. Answers inbound chats from customers, quickly assesses customer needs and proactively provides solutions. Provides superior customer service while handling inbound calls for order placement and product inquiry. Documents details of customer interaction into system while on the phone. Drives repeat business by providing, excellent service, accurate and thorough product and service knowledge to customers and through relationship building with customers Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken Check to ensure that appropriate changes were made to resolve customers' problems.

Processing Claims for Supplemental Insurance, reports and processes these claims by researching the policy and accumulating evidence regarding the claim. Manage claims, route/queues, and ECHS, within specify turnaround time parameters. Investigate, manage, negotiate and resolve claims arising out of accidents involving automobile and homeowner policies. Upgrade CPT-4 and ICD-9 coding procedures, staying in step with many manage care plans changing reimbursement schedules. • Determine charges for services requested, collect deposits or payments, or arrange for billing.

receives inbound calls, email, or chats regarding Aflac products and services; provides thorough and accurate responses to policy-holder or field force inquiries regarding policy or claim issues for Aflac products and services •Accurately processes Point of Call transactions including, but not limited to, customer name changes, transfers, cancellations, and beneficiary changes; promotes good customer relations by providing premier customer service with a professional and friendly demeanor; develops customer relationships through rapport-building, listening skills, engaging the customer, seeking clarification, and building trust

•Composes and/or generates communications to request information or confirm action taken; is responsive and timely with correspondence and problem resolution, and displays a caring attitude; coordinates with other departments/divisions as necessary to ensure customer satisfaction with Aflac's services and products

•Navigates computerized system for tracking, gathering and researching information; routes and tracks outstanding requests to ensure policyholders and other customers receive complete, accurate and timely resolutions; refers unusual or more complex situations to appropriate point of contact or leader

•Maintains a position of trust and responsibility by keeping all customer information confidential; follows Aflac Insurance’s Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times; maintains knowledge of Aflac's policies and procedures, and takes responsibility for keeping up-to-date with changes •Maintains a well-developed knowledge base, and takes responsibility for keeping up-to-date with the assigned products and services offered by Aflac Insurance; continuously increases knowledge of assigned products and skills through self-motivation, formal education, seminars and available inhouse training

•Performs other related duties as required

Cashier- Greets customers as they get to the counter with their purchases and provides them with information on prices of the products, Accepts both credit cards and cash and processes payments according to the standard operating procedures. Tenders’ receipts and change to customers and makes sure that they check out before they leave the counter and manages all cash and credit transactions through the POS system operation and makes sure that any operating problems are communicated to the supervisor or are handled Appliance Specialist - Assists clients with Appliance orders and installed sales | Promotes services offered in other departments, as needed Follows up with clients via telephone when appropriate Informs customers of deals offered on products, discounts on products or product lines to encourage them to make purchases. -Resolves client complaints or involves the appropriate manager to ensure customer satisfaction Sales Associate, The Home Depot. Opelika, Alabama Apr. 2017 - Jul. 2019 Service Desk Associate- Assist Customer's with billing issues and Processing Returns Ensures that customers are guided or directed to their products of choice and provides them with appropriate information according to their requirements