Keona Pendleton
Montgomery
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Work from Home Customer Service Representative
Afni
07.2022 - 08.2024
- Demonstrated an in-depth understanding of company products and processes, ensuring high-quality service to members.
- Handled member inquiries with professionalism, escalating issues as needed to ensure swift resolution.
- Supported enrollment processes for new coverage opportunities, contributing to membership growth.
- Processed reinstatement forms accurately within established guidelines.
- Assisted in resolving member complaints, providing feedback to management to improve service delivery.
- Remote
Work from Home Customer Service Representative
TRC Staffing
12.2020 - 07.2022
- Delivered high-value customer service, focusing on enhancing the member experience through effective communication.
- Navigated multiple computer applications efficiently to manage member accounts and data.
- Identified and escalated complex issues, ensuring timely resolution aligned with company policies.
- Supported cross-functional teams to streamline processes and improve customer satisfaction.
- Remote
Customer Service Representative
Qualfon
07.2019 - 12.2020
- Provided empathetic support to members, ensuring their needs were met with efficiency and professionalism.
- Assisted in transferring and redirecting members to appropriate departments for specialized support.
- Enhanced customer retention through proficient problem-solving and conflict resolution techniques.
Education
Associate of Science - Medical Assisting
Bryant & Stratton College
NY04-2028
High School Diploma - undefined
Penn Foster Career School
Scranton, PA01.2023
Skills
- Conflict Resolution & Empathy
- CRM Software & Call Handling
- Strong Communication & Collaboration
- Troubleshooting & Technical Support
- Accurate Mathematical Calculations
- Member Enrollment & Policy Reinstatement
- Adaptability & Multitasking
- Navigating Multiple Computer Applications
- Customer engagement
- Active listening
- Critical thinking
- Data entry
Key Strengths
- Proven ability to handle member inquiries and resolve issues efficiently.
- Strong knowledge of customer service operations, with a focus on life insurance and call center environments.
- Flexible and adaptable to shifting business needs, including overtime and weekend work.
- Skilled in performing accurate mathematical calculations and data entry tasks.
Timeline
Work from Home Customer Service Representative
Afni
07.2022 - 08.2024
Work from Home Customer Service Representative
TRC Staffing
12.2020 - 07.2022
Customer Service Representative
Qualfon
07.2019 - 12.2020
High School Diploma - undefined
Penn Foster Career School
Associate of Science - Medical Assisting
Bryant & Stratton College
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