Kenya Robertson
Tallassee,AL
Summary
Dedicated and personable customer service representative with a strong background in customer relations and data entry. Known for solid teamwork, upbeat attitude, and ability to establish rapport with clients. Motivated to maintain customer satisfaction and contribute to company success, making an asset in any role or department assigned.
Overview
16
16
years of professional experience
Work History
Customer Service/Patient Engagement Specialist
Eye Care Partners
08.2024 - Current
- Respond to incoming phone calls for all sites promptly and in an exceptional quality manner.
- Appropriately schedule patient appointments in our E360 Proprietary System based on physician preferences.
- Clearly and concisely document patient request and pertinent information via EMR so that we can successfully respond to patient needs.
- Through appropriate call control, ensure that calls are handled efficiently to attain daily call production goals.
- Coordinates work efforts with other team members to achieve an efficient workflow within the office.
- Maintain strong knowledge of all site protocols and physician schedules/changes to ensure appropriate information is provided to patients.
- Perform other office duties as assigned by manager.
Data Entry/Customer Service Representative
HGS
10.2022 - 08.2024
- Performed administrative tasks and assisted in executing business solutions.
- Successfully entered data into company database and validated the accuracy of valuable company information.
- Used and analyzed data from automated information aggregators to update the database.
- Generated data reports, enter company findings into the database and perform backups.
- Supported data entry across departments as requested, switching promptly to new projects.
- Managed approximately 60 to 75 incoming calls and emails for order entry.
Customer Services Representative/Tech Support
Afni
10.2021 - 10.2022
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services.
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools.
- Assisted customers by providing confirmations, answering questions and offering general information.
- Managed approximately 60 incoming calls and chats for technical support.
Store Manager
Pizza Hut
11.2016 - 10.2021
- Oversee the daily operations of the pizza kitchen, including the preparation and cooking of pizza and other menu items to ensure quality and efficiency.
- Manage inventory levels of ingredients and supplies, placing orders as necessary to maintain optimal stock levels without over-ordering.
- Hire, train, and supervise kitchen and front-of-house staff, ensuring they are well-versed in food safety practices, customer service standards, and pizza-making techniques.
- Monitor financial transactions and manage the budget to ensure the profitability of the pizza establishment, including analyzing sales data to identify trends and areas for improvement.
- Ensure compliance with health and safety regulations to maintain a clean and safe working environment for employees and a dining environment for customers.
- Handle customer complaints and feedback with professionalism and a focus on resolution to maintain a positive reputation in the community.
- Developed schedules to ensure efficient coverage while managing labor costs effectively.
Assistant Manager
Little Caesar’s Pizza
09.2009 - 11.2016
- Oversee the daily operations of the pizza kitchen, including the preparation and cooking of pizza and other menu items to ensure quality and efficiency.
- Manage inventory levels of ingredients and supplies, placing orders as necessary to maintain optimal stock levels without over-ordering.
- Hire, train, and supervise kitchen and front-of-house staff, ensuring they are well-versed in food safety practices, customer service standards, and pizza-making techniques.
- Monitor financial transactions and manage the budget to ensure the profitability of the pizza establishment, including analyzing sales data to identify trends and areas for improvement.
- Ensure compliance with health and safety regulations to maintain a clean and safe working environment for employees and a dining environment for customers.
- Handle customer complaints and feedback with professionalism and a focus on resolution to maintain a positive reputation in the community.
- Developed schedules to ensure efficient coverage while managing labor costs effectively.
Education
Advanced Diploma -
Spain Park High School
Birmingham, AL05.2007
Skills
- Detail-oriented efficiency
- Troubleshooting and support services
- Management oversight skills
- Bomgar/Beyond Trust remote access proficiency
- Email communication support
- Experience with Salesforce
- SAP software proficiency
- Assessing client expectations
- Waystar platform experience
- E360 proficiency
- Innovative problem resolution
- Detailed call records
- Efficient order and refund handling
- Real-time chat support
- Proficient in Microsoft Office
- Experience with ABB Verify
- Experience with Qgenda
- Appointment scheduling
- HIPAA compliance
Awards
February 2022- H&R Block Service Excellence Award-Felid Technology Support
February 2023- Colgate Customer Service Excellence Award
December 2023- Colgate Perfect Award for the Year Award
Timeline
Customer Service/Patient Engagement Specialist
Eye Care Partners
08.2024 - Current
Data Entry/Customer Service Representative
HGS
10.2022 - 08.2024
Customer Services Representative/Tech Support
Afni
10.2021 - 10.2022
Store Manager
Pizza Hut
11.2016 - 10.2021
Assistant Manager
Little Caesar’s Pizza
09.2009 - 11.2016
Advanced Diploma -
Spain Park High School
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