Keri Tennyson
Lawrence,KS
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Representative II, FFM
Maximus Federal
Lawrence, KS
07.2012 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Program Support Specialist
Lawrence Memorial Hospital
Lawrence, Kansas
04.2002 - 09.2010
- Investigated issues and provided knowledgeable responses to resolve customer concerns.
- Created documents, reports and spreadsheets detailing program information.
- Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.
- Assisted in gathering of program data to compose thorough monthly reports.
- Responded to in-person and telephone requests for information and assistance.
- Communicated clearly with program staff and participants through written and digital correspondence.
- Ordered and distributed office supplies while adhering to fixed office budget.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Performed wide-ranging administrative, financial and service-related functions.
- Volunteered to help with special projects of varying degrees of complexity.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Education
Bachelor of Arts - Management & Human Relations
Mid-America Nazarene University
Olathe, KS 01.2007 - 05.2009
Undergraduate Coursework - Business Administration
Johnson County Community College
Overland Park, KS 05.2001 -
Skills
Complaint resolution
Professional telephone demeanor
Service standard compliance
High-volume call centers
Documentation and reporting
Knowledgebase software
Call decisioning
Creative problem solving
Administrative support
Recordkeeping strengths
Timeline
Customer Service Representative II, FFM
Maximus Federal
07.2012 - Current
Bachelor of Arts - Management & Human Relations
Mid-America Nazarene University
01.2007 - 05.2009
Program Support Specialist
Lawrence Memorial Hospital
04.2002 - 09.2010
Undergraduate Coursework - Business Administration
Johnson County Community College
05.2001 -