Ken’Yaka Soilberry
Albany,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TTEC-Bank Of America
Englewood, CO (Remote)
01.2024 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Developed strong knowledge to provide informed recommendations based on individual customer needs.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving customer issues and complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
MRA Claims Processing/Initiation
TTEC-Bank Of America
Englewood, CO (Remote)
08.2022 - 12.2023
- Achieved high levels of accuracy and consistency in claims processing through diligent attention to detail and a commitment to continuous improvement.
- Collaborated with cross-functional teams to identify whether a claim should be paid or denied implemented necessary changes.
- Organized and maintained comprehensive electronic filing systems for efficient retrieval of claim-related documents.
- Enhanced claims processing efficiency by streamlining workflows and implementing organizational systems.
- Collaborated with team members to identify and address areas of improvement in the claims process, resulting in overall efficiency gains.
- Actively participated in team meetings and training sessions, contributing valuable insights and staying current on best practices in the industry.
- Handled high volume of daily claims while consistently meeting deadlines and maintaining attention to detail in my home office.
- Back office role so handling inquires by phone was not required.
Claims Processor
TTEC- Bank Of America
Englewood, CO (Remote)
10.2020 - 08.2022
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Reviewed camera and video footage at certain locations.
- Managed workload and priorities to meet claims processing meet deadlines.
- Back office role so handling inquires by phone was not required.
CSR
TTEC-Bank Of America
Englewood, CO (Remote)
06.2020 - 10.2020
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted to back office claims within 4 months, via off phones.
E Sales Agent
U-Haul International
Phoenix, AZ (Remote)
07.2017 - 04.2020
- Developed strong relationships with clients through excellent customer service and regular followups.
- Answered customer inquiries regarding information such as schedules, accommodations, procedures, and policies.
- Determined whether equipment and space was available on travel dates requested by customers, assigning requested equipment and space when available.
- Planned routes, itineraries, and accommodation details, and compute fares and fees, using schedules, rate books, and computers.
- Established rapport with customers by actively listening to their needs and offering personalized solutions.
- Prepared customer invoices
- Monitored competitor rates and services
- Knowledge sets include reservations
- Assisted call-in customers with reservations and advising them of travel conveyance changes/confirmed reservations.
Customer Service Agent
SITEL
Nashville, TN (Remote)
10.2017 - 03.2018
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Provided information about products and services
- Pleasantly greeted customers took and recorded orders
- Recorded details of customer transactions, interactions, inquiries, complaints
- Ensured that appropriate changes were made to resolve customer concerns
- Canceled accounts
- Effectively identified customer concerns over the phone
- Referred unresolved customer grievances for further investigation
- Resolved customer service or billing complaints by exchanging merchandise, refunding money, offering credit
- Communicated with a clear, distinct voice
- Maintained effective working relationships with customers, stores
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Customer Service/Sales Agent
Sykes-Alpine Access/ Frontier Communications
Denver, CO (Remote)
07.2016 - 12.2016
- Developed strong relationships with clients by demonstrating empathy throughout each interaction.
- Recommended products and services
- Prepared and maintained documentation
- Maintained company performance standards
- Generated business through cross selling
- Complied with all policies and regulations
- Utilized persuasive communication skills to negotiate favorable contract terms for both the company and its clients.
- Collaborated with team members to streamline workflows, enhancing overall productivity within the department.
- Set and achieved company defined sales goals.
- Met existing customers to review current services and expand sales opportunities.
- Retained existing customers by providing exceptional support and addressing concerns proactively before they escalated into larger issues.
Customer Service Representative
Teleperformance USA
Albany, GA
03.2016 - 06.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Recorded details of customer transactions, interactions, inquiries, complaints, comments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ensured that appropriate changes were made to resolve customer concerns.
- Collected deposits or payments
- Canceled accounts
- Resolved customers' service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
- Reviewed insurance policy terms to determine whether a loss is covered by insurance.
- Checked to ensure that appropriate changes were made to resolved customers' problems.
- Determined charges for services requested, collected deposits and payments, and arranged for billing.
Education
Associate of Applied Science - Business Healthcare Technology Practice Management
Albany Technical College
Albany, GA05.2023
Associate of Applied Science - BH Technology Business Healthcare Specialization
Albany Technical College
Albany, GA05.2022
Technical Diploma - Business Healthcare Technology
Albany Technical College
Albany, GA05.2021
Associate of Applied Science - BM General Management Specialization
Albany Technical College
Albany, GA08.2015
Diploma - Business Management
Albany Technical College
Albany, GA08.2015
High School Diploma -
Monroe Comprehensive High School
05.2009
Skills
- Active Listening
- Customer Service
- Critical Thinking
- Problem-solving abilities
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Payment Processing
- Professional telephone demeanor
Certification
- Medical Front Office Assistant- 12/2020
- Healthcare Office Assistant- 05/2021
- Healthcare Billing/Reimbursement Assistant- 05/2021
- Healthcare Practice Manager- 05/2023
Timeline
Customer Service Representative
TTEC-Bank Of America
01.2024 - 05.2024
MRA Claims Processing/Initiation
TTEC-Bank Of America
08.2022 - 12.2023
Claims Processor
TTEC- Bank Of America
10.2020 - 08.2022
CSR
TTEC-Bank Of America
06.2020 - 10.2020
Customer Service Agent
SITEL
10.2017 - 03.2018
E Sales Agent
U-Haul International
07.2017 - 04.2020
Customer Service/Sales Agent
Sykes-Alpine Access/ Frontier Communications
07.2016 - 12.2016
Customer Service Representative
Teleperformance USA
03.2016 - 06.2016
Associate of Applied Science - Business Healthcare Technology Practice Management
Albany Technical College
Associate of Applied Science - BH Technology Business Healthcare Specialization
Albany Technical College
Technical Diploma - Business Healthcare Technology
Albany Technical College
Associate of Applied Science - BM General Management Specialization
Albany Technical College
Diploma - Business Management
Albany Technical College
High School Diploma -
Monroe Comprehensive High School