Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kequiana White-Roberts

Hamilton

Summary

Customer Support Specialist with a proven track record of surpassing customer expectations. Demonstrates composure in high-pressure situations, effectively reducing dissatisfaction through clear communication and targeted solutions. Skilled in identifying mutually beneficial outcomes for customers and the organization.

Overview

20
20
years of professional experience

Work History

Call Center Representative

UC Health
Cincinnati
03.2025 - Current
  • Answered and routed incoming calls, ensuring accurate patient information and emergency assistance.
  • Processed outgoing calls, including long distance, international, and conference communications.
  • Performed paging services and managed on-call protocols, including programming and testing of pagers.
  • Maintained up-to-date documentation for all responsibilities in compliance with policy.
  • Managed after-hours patient calls to connect with on-call doctors during emergencies.
  • Facilitated communication between patients and appropriate on-call doctors promptly.
  • Responded to urgent patient requests outside of regular office hours efficiently.
  • Navigating multiple systems including Qgenda, Epic, Smart Console, and Dochalo.

Correspondence Examination Technician

Internal Revenue Service, IRS
Covington
06.2024 - Current
  • Ensured accuracy of data entered into database through compilation and verification.
  • Adhered to established procedures while maintaining transaction records.
  • Executed data entry with a focus on accuracy and efficiency.
    Enhanced customer satisfaction through effective problem resolution strategies.
  • Employed diverse software tools to optimize processes and improve performance.
  • Investigated potential fraud cases in alignment with Internal Revenue Code standards.
  • Managed delinquent account notices, including calculation of interest and penalties.
  • Supported audit activities by retrieving necessary documents from taxpayers.

Night Auditor

Hilton Garden Inn Hotel
Cincinnati
04.2023 - Current
  • Verified accuracy of all charges before submitting final bills to guests.
  • Processed guest check-outs by handling payments and issuing receipts.
  • Responded to customer inquiries regarding hotel services, reservations, and directions.
  • Conducted security checks throughout night to ensure safety of premises and belongings.
  • Answered telephone calls related to billing inquiries and resolved complaints.
  • Monitored occupancy rates and special requests from guests to improve service delivery.
  • Reviewed prior day's sales figures against current report for management submission.
  • Greeted arriving guests and facilitated efficient check-in procedures.

Brand Ambassador

Ralph Lauren Polo
Monroe
10.2022 - Current
  • Delivered exceptional customer service to enhance client satisfaction and loyalty.
  • Drove sales performance by effectively promoting brand values within Ralph Lauren retail locations.
  • Represented brand values consistently, ensuring alignment with corporate standards in all customer interactions.
  • Processed online orders for customers while managing cashier responsibilities.

Senior Customer Escalations Specialist

Axcess Financial
Cincinnati
08.2019 - 06.2024
  • Coordinated escalations for a team of 18 customer service representatives, ensuring prompt issue resolution.
    Implemented coaching strategies to guide representatives through complex customer escalations.
  • Provided ongoing support to foster skill development within the team.
  • Streamlined processes to reduce escalation rates and boost customer satisfaction.
  • Collaborated with cross-functional teams, including operations and customer service, to resolve critical issues.
  • Implemented effective solutions to enhance team efficiency and operational performance.
  • Managed multiple email accounts, dispatching requested documents including loan contracts and early pay-off letters, updating account information, and processing payments.
  • Assisted with application processes while verifying details and troubleshooting concerns.
  • Facilitated repayment options to support client financial needs.
    Made outbound calls on delinquent accounts to encourage prompt resolution.
  • Adhered to all Federal, State, and organizational regulations consistently.
    Sent daily Excel reports to monitor payments and established arrangements.
  • Employed diverse software tools to optimize workflows and accuracy.
    Performed diligent data entry to ensure comprehensive account records.
  • Tracked payment arrangements meticulously for effective follow-up.

Fraud Specialist

Axcess Financial
Cincinnati
06.2016 - 08.2019
  • Ensured compliance with all applicable laws, regulations, standards and guidelines pertaining to anti-fraud efforts.
  • Responded promptly to inquiries regarding possible fraudulent activities reported by customers or other stakeholders.
  • Assisted in the development of policies and procedures related to fraud prevention and detection.
  • Reviewed customer accounts, documents and electronic records to detect suspicious activities.
  • Analyzed submitted applications to detect consumers with potential fraudulent activity.
  • Employed investigative techniques to minimize financial losses associated with fraud.
  • Escalated documented findings on identified fraudulent activities for appropriate action.
  • Reviewed processes regularly to identify potential fraud trends.
    Addressed inquiries regarding suspected identity theft by gathering documentation from consumers.
  • Maintained communication with loan processors concerning risk management issues.
  • Thoroughly investigated claims while documenting results and maintaining records.
  • Educated new employees on fraud trends and key indicators to monitor.

Customer Service/Loan Servicing Associate

Axcess Financial
Cincinnati
01.2015 - 06.2016
  • Conducted outbound calls and received incoming calls from loan applicants.
  • Provided exceptional customer service to enhance applicant experience.
    Collected and verified documentation required for loan processing.
    Ensured loan files were prepared for approval by gathering employment verifications and income details.
  • Adhered to compliance regulations and met all deadlines.
    Identified potential fraudulent activities during application review.
  • Processed loan applications and documents to ensure accuracy of information.
  • Provided assistance to customers in completing loan applications and other related paperwork.
  • Resolved customer complaints in a timely manner while maintaining positive relationships.
  • Reviewed loan closing documents in accordance with state and federal regulations.

Customer Service Representative

VXI Global Solutions
Cincinnati
04.2013 - 01.2015
  • Answered inbound customer calls to facilitate new DIRECTV service setup.
  • Gathered and updated customer information as needed.
    Delivered exceptional customer service while addressing inquiries.
  • Resolved technical issues to enhance user experience.
  • Scheduled appointments for installation and service visits.
  • Provided detailed product knowledge to assist customers.
  • Performed credit checks to verify customer eligibility.
    Processed payments and verified contract details for accuracy.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Answered customer inquiries via phone, email, and chat.

Collections Specialist

Nichols Financial
Cincinnati
08.2009 - 01.2011
  • Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
  • Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
  • Maintained excellent customer service while managing overdue account communications.
  • Resolved various billing issues, contributing to improved client relations.
    Tracked key collections metrics to enhance overall operational efficiency.
  • Executed skip tracing efforts to locate delinquent customers promptly.
  • Negotiated favorable payment arrangements and settlements for outstanding debts.
  • Ensured adherence to debt collection laws throughout all interactions.
    Documented each customer communication meticulously in the system.

Collections Specialist

Cashland Financial Services
Cincinnati
10.2007 - 02.2009
  • Facilitated timely payments by contacting customers regarding overdue accounts.
  • Tracked collections metrics to evaluate performance against monthly goals.
  • Resolved billing issues through effective communication and customer support.
  • Processed debit and credit card payments, including ACH transactions, efficiently.
  • Negotiated payment arrangements and settlements to enhance recovery efforts.
  • Executed skip tracing activities to accurately locate delinquent customers.
  • Documented all customer communications in the system for compliance.
    Ensured adherence to debt collection laws while maintaining customer service excellence.

Administrative Assistant

Berkeley County School District
Cincinnati
07.2005 - 03.2007
  • Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
  • Ensured efficient operation of office equipment such as printers, copiers and fax machines.
  • Provided administrative support to the executive team, including scheduling meetings and managing calendars.
  • Managed office supplies inventory and placed orders when necessary.
  • Updated contact lists regularly when changes occur in employee status or contact information.
  • Scheduled appointments between clients and customers and internal staff members.
  • Answered questions from customers regarding products and services offered by the company.
  • Facilitated communication between different departments within the organization.
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.

Education

High School Diploma -

Western Hills Highschool
Cincinnati, OH
05-1998

Skills

  • Billing resolution
  • Attention to detail
  • Active listening
  • Conflict resolution
  • Data entry
  • Organizational effectiveness
  • Clear communication
  • Task completion commitment
    Data entry
  • Rapid learning ability
  • Notary public certification Ohio
  • Critical thinking skills
  • Problem solving
  • Team collaboration

Timeline

Call Center Representative

UC Health
03.2025 - Current

Correspondence Examination Technician

Internal Revenue Service, IRS
06.2024 - Current

Night Auditor

Hilton Garden Inn Hotel
04.2023 - Current

Brand Ambassador

Ralph Lauren Polo
10.2022 - Current

Senior Customer Escalations Specialist

Axcess Financial
08.2019 - 06.2024

Fraud Specialist

Axcess Financial
06.2016 - 08.2019

Customer Service/Loan Servicing Associate

Axcess Financial
01.2015 - 06.2016

Customer Service Representative

VXI Global Solutions
04.2013 - 01.2015

Collections Specialist

Nichols Financial
08.2009 - 01.2011

Collections Specialist

Cashland Financial Services
10.2007 - 02.2009

Administrative Assistant

Berkeley County School District
07.2005 - 03.2007

High School Diploma -

Western Hills Highschool

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