Summary
Overview
Work History
Education
Skills
Compliance
Certification
Timeline
Generic

Kequiana White-Roberts

Hamilton,OH

Summary

Detail-oriented professional with exceptional communication skills, adept at navigating fast-paced environments while effectively managing multiple tasks. Committed to delivering high-quality results that align with organizational goals and drive overall success. Strong ability to foster collaboration and support team objectives through strategic problem-solving and innovative thinking.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Call Center Representative

UC Health
03.2025 - Current
    • Answering and routed incoming calls, ensuring accurate patient information and emergency assistance.
    • Processing outgoing calls, including long distance, international, and conference communications.
    • Performing paging services and managed on-call protocols, including programming and testing of pagers.
    • Maintaining up-to-date documentation for all responsibilities in compliance with policy.
    • Managing after-hours patient calls to connect with on-call doctors during emergencies.
    • Facilitating communication between patients and appropriate on-call doctors promptly.
    • Responding 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
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.
  • Conducted thorough audits of taxpayer accounts to ensure compliance with federal regulations.
  • Ensured accuracy of tax filings through meticulous review processes, reducing errors in documentation.

Night Auditor

Hilton Garden Inn Hotel
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
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
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
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
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
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
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
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
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 High School
Cincinnati, OH

Skills

  • UAT & Regression Testing
  • Leadership & Development
  • SLA & Reporting
  • Quality Assurance & Auditing
  • Fraud Prevention
  • Customer Advocacy & Conflict

Compliance

UDAAP & REG Z

BSA & AML

FCRA & Fair Lending

ID Theft& Information Security

FDCPA & Ethics and Integrity

Privacy & Safeguarding

Military Lending Act


Certification

Certified Notary Public

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
07.2005 - 03.2007

High School Diploma -

Western Hills High School

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