Kerisha Thomas
Byram,MS
Summary
• Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success.
• Certified Clinical Medical Assistant (CCMA) with experience providing virtual and in-person clinical support to healthcare providers. Skilled in remote patient coordination, intake documentation, prior authorizations, referrals. insurance verification, EMR/EHR management, and care coordination. Experienced supporting physicians and care teams in high-volume outpatient and telehealth environments while maintaining HIPAA compliance and clinical accuracy.
Overview
10
10
years of professional experience
Work History
CCMA
Core Medical Assistance
03.2023 - 03.2026
Customer Service Representative
ASI
08.2024 - 01.2026
- Provide accurate, valid and complete information by using the right methods/tools
- Utilize multiple applications
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Respond to customer inquiries via phone
- Excel in showing empathy and patience
- Process orders, returns, and exchanges
- Provide product information and recommendations to customers
- Maintain accurate customer records and order information
- Collaborate with other departments to ensure customer satisfaction
- Identify and escalate complex issues to senior customer service representatives or managers
- Participate in training and development programs to improve customer service skills
- Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores
- Continuously seek opportunities to improve processes and procedures to enhance the customer experience.
Claims Adjuster
Teleperformance
08.2021 - 06.2023
- Assisted customers in navigating website features and functions ensuring a seamless user experience
- Collaborated closely with other departments on issue resolution within established service level agreements
- Maintained confidentiality of customer data in accordance with applicable laws and regulations
- Respond to customer inquiries in a timely manner
- Ensure customer satisfaction throughout their experience
- Resolve customer complaints in a professional manner
- Maintain customer records and update customer information
- Process orders and provide accurate information about products and services
- Identify and suggest potential products or services to customers
- Follow-up with customers to ensure their complete satisfaction
- Identify and analyze customer feedback to improve services
- Develop and maintain knowledge of the organization's products and services
- Monitor customer service trends to recommend process improvements
- Managed multiple tasks simultaneously while adhering to quality assurance guidelines and deadlines
- Performed quality assurance checks on completed transactions for accuracy
- Provided technical support to customers, troubleshooting issues and resolving complaints efficiently
- Assisted with setting up accounts for new customers according to their specific needs
- Generated weekly performance metrics reports for management review
- Monitored incoming calls and emails from customers ensuring prompt response times were met.
Roadside Assistance Dispatcher
Tri-County Diesel
Brandon, Ms
06.2018 - 07.2021
- Managed incoming service requests for roadside assistance efficiently.
- Coordinated roadside service calls for diesel trucks and commercial vehicles
- Dispatched drivers and technicians efficiently based on location and urgency
- Communicated with customers to gather service details and provide updates
- Managed high call volumes while maintaining accuracy and professionalism
- Tracked job progress and updated dispatch systems in real time
- Handled emergency situations and prioritized urgent breakdowns
- Maintained detailed records of service requests and completed jobs
Maintenance Coordinator
TA Truck Service
04.2016 - 04.2018
- Coordinated preventive maintenance and emergency repairs for a wide range of heavy-duty trucks, trailers, and diesel equipment
- Maintained accurate service records, repair logs, and maintenance schedules using internal systems and fleet management software
- Acted as liaison between technicians, service managers, vendors, and fleet customers to ensure communication of service updates, delays, or parts availability
- Scheduled and prioritized incoming service appointments based on urgency, parts availability, and technician workload
- Verified work orders for accuracy, parts pricing, labor time, and compliance with warranty guidelines
- Ordered parts and supplies needed for scheduled repairs and collaborated with vendors for timely deliveries
- Assisted service writers in preparing estimates and finalizing repair orders for customer approvals
- Monitored vehicle inspection checklists and DOT compliance forms to ensure equipment met federal safety standards
- Supported inventory control and tracked parts usage to reduce waste and ensure cost efficiency
- Collaborated with store leadership to resolve service disputes and maintain high customer satisfaction ratings
- Trained new staff on company policies, safety procedures, and maintenance coordination tools.
Education
High School Diploma -
Forest Hill High School
01.2017
Skills
- Technical Support
- Self-motivation
- Teamwork
- Empathy
- Adaptability
- Customer Service
- Sales
- Microsoft PowerPoint
- Order Fulfillment
- Retail Sales
- Active Listening
- Shipping Procedures
- Project Management
- Quality Assurance
- Critical Thinking
- Typing
- Issue Resolution
- Written Communication
- Interpersonal Communication
- Call Volume Analysis
- Live Chat Messaging
- Customer Retention
- Prospecting
- Inbound Calls
- Analytical Abilities
- Organizational Systems
Timeline
Customer Service Representative
ASI
08.2024 - 01.2026
CCMA
Core Medical Assistance
03.2023 - 03.2026
Claims Adjuster
Teleperformance
08.2021 - 06.2023
Roadside Assistance Dispatcher
Tri-County Diesel
06.2018 - 07.2021
Maintenance Coordinator
TA Truck Service
04.2016 - 04.2018
High School Diploma -
Forest Hill High School