Kenyonika Tolar
Moody,AL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Randstad, Remote
09.2022 - 12.2023
- Contacted customers about potential service upgrades, new services and account changes.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Collected deposits or payments and arranged for billing.
- Made outbound calls to obtain account information.
- Answered numerous calls per shift to assist with customer questions and concerns.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Achieved performance goals on consistent basis
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
Member Service Representative
Centene, Remote
11.2021 - 04.2022
- Handled a high volume of inbound and outbound calla daily.
- Assisted members with claims and billing questions.
- Helped members find providers in network and provided benefit explanations to members who needed assistance.
- Helped large volume of customers everyday with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by education on required forms and technical processes.
- Communicated with people from various cultures and backgrounds on application process.
- Interviewed applicants and explained scope of different available benefits.
- Scheduled appointments with applicants to gather information and explain benefits process
Collections Representative
Alorica, Remote
11.2017 - 10.2020
- Used probing techniques to determine debtors' reasons for delinquency
- Used skip tracking resources to locate debtors and update information in company system.
- Negotiated to collect balance in full.
- Resolved challenging situations with friendly but firm strategies.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversation.
- Promoted available products and services to costumers during service, account management and order calls.
- Processed payments and contracts on accounts.
- Kept customers and other employees up-to-date on latest technology by performing frequent product demonstrations.
- Tracked and recorded department inventory of products.
Education
High School Diploma -
Wilcox Central High School
Camden, AL05-2017
Skills
- Product Knowledge
- Call Management
- Information Update
- Customer Support
- Member Relations
- Service Recommendations
- Rewards Program
- Reading Comprehension
- Inbound and Outbound Calls
- Warm/Cold Transfers
- Tier 1 Technical Support
- Medicaid
- Medicare
- HIPPA
- Remote Desktop Application
- Pulse Security
- MFA
- Two Factor Authentication
- IOS
- Active Listening
- Empathetic
- Multitasking
- System Documentation
- CRM Data Base
- Kronos
- Work Day
- Windows 10
- Microsoft Word, Excel, Outlook
- Verbal and Written Communication
- Cash Handling
- Logging Call Information
Timeline
Customer Service Representative
Randstad, Remote
09.2022 - 12.2023
Member Service Representative
Centene, Remote
11.2021 - 04.2022
Collections Representative
Alorica, Remote
11.2017 - 10.2020
High School Diploma -
Wilcox Central High School
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