Hi, I’m
Keonna Showers Arifaga
Oklahoma City,USA
Summary
I am an energetic Customer Service Representative with 3 years of experience in telephone customer service, including sales, tech support, and customer care. Familiar with major customer service software, conflict resolution, and possess a positive attitude. Aiming to use my proven skills to effectively fill the managerial role in your company. I excel at identifying customer needs, advising them on the best solutions for their lifestyle, and delivering superior service from start to finish. I am consistently #1 in my team for outstanding customer feedback and smashing all financial targets.
Overview
15
years of professional experience
Work History
Central State Community Services
A Caregiver
06.2023 - 07.2025
Job overview
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
Cognizant Technologies
Customer Service Associate
03.2023 - 05.2023
Job overview
- Provide guidance and support to our customers via phone, chat, and email
- Compose thoughtful, concise messages that align with voice across all channels
- Bring up issues that arise while troubleshooting to Team Leads
- Monitor user interactions and prioritize inquiries through our internal CRM system
- Maintain up to date knowledge of insurance claim and other service.
- Messaging by completing new trainings and knowledge checks in a timely manner
- Work in time-sensitive situations under pressure in a user-focused environment
- Meet internal metrics such as quality, performance SLAs and shift adherence
All State Insurance
Call Center Quality Assurance Associate
10.2020 - 12.2022
Job overview
- Builds and maintains client relationships
- Take calls to maintain personal proficiency and to support office level goals
- Provides review updates on quality and/or timeliness expectations
- Provides feedback to peers and leaders
- Identifies trends and assists with specific training needs as requested
Accent Technologies
Customer Service Specialist
10.2018 - 10.2020
Job overview
- First point of contact for 350+ key accounts.
- Confidentially processed customer documentation (e.g. contracts, financial statements, IDs).
- Proposed and championed efficiencies to improve customer experience.
- Champion upload of customer IDs reducing paper copies by 97.5%.
- Handling 90+ calls daily, with duties including signing up new customers, receiving customer data, presenting relevant product information, and cancelling service.
- Entering customer data on organizing customer interaction logs.
- Resolved customer queries and complaints regarding phone and internet bundles, equipment, and warranty service.
- Received an average of 85% customer satisfaction rating to date, 15% higher than the company average.
Boyd Group Services Inc
Customer Service Associate
06.2015 - 06.2018
Job overview
- Handled 350+ email, phone, and chat queries weekly from customers.
- Meticulously verified customer documentation (e.g. IDs, bank statements, proof of address) and ensured all company, GDPR, and legal requirements were followed.
- Provide basic technical support for clients on a wide range of company products, resolving issues at a 90% rate.
- Remain courteous and calm, even during moments of customer dissatisfaction
- Handled upwards of 500 tickets/week in fast-paced call center.
- Consistently maintained #1 status for superior customer feedback and exceeding service targets.
Highmark Health
Customer Service Advisor
02.2010 - 02.2015
Job overview
- Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
- Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
- Meet all production, quality, and adherence standards.
- Attend all required training classes.
- Elevate issues to next level of supervision, as appropriate. Maintain accurate records, including timekeeping records.
- Other duties as assigned or requested
Education
Lincoln High School
High School Diploma
05.2000
Skills
- MS Office/Packages
- MS Office 365
- Google Workspace
- Ability to Work under Pressure
- Analytical Skills
- Communication
- Empathy
- Time Management
- Customer Service
- Spanish language Skills
Timeline
A Caregiver
Central State Community Services
06.2023 - 07.2025
Customer Service Associate
Cognizant Technologies
03.2023 - 05.2023
Call Center Quality Assurance Associate
All State Insurance
10.2020 - 12.2022
Customer Service Specialist
Accent Technologies
10.2018 - 10.2020
Customer Service Associate
Boyd Group Services Inc
06.2015 - 06.2018
Customer Service Advisor
Highmark Health
02.2010 - 02.2015
Lincoln High School
High School Diploma
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