Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kerri Leak

Ardmore,AL

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

4
4
years of professional experience

Work History

Member Service Representative

United Healthcare Group
09.2022 - Current
  • Streamlined communication between clients and company departments for faster problem resolution.
  • Managed a high volume of inbound calls, ensuring timely assistance to customers with various needs.
  • Enhanced customer satisfaction by efficiently resolving issues and addressing concerns.
  • Educated customers on available products and services, promoting upselling opportunities when appropriate.
  • Developed rapport with diverse clientele by demonstrating empathy and understanding during difficult situations.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
  • Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

Super Host

Airbnb
09.2019 - Current
  • Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
  • Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
  • Implemented table rotation system for optimal server workload distribution, resulting in improved service quality.

Education

Bachelor of Science - Business Administration And Management

University of Alabama At Huntsville
Huntsville, AL
05.2015

Skills

  • Issue Resolution
  • Financial Transactions
  • Customer Service
  • Account Management
  • Project Coordination
  • Insurance Knowledge
  • Escalation Handling
  • Analytical Skills
  • Interpersonal Skills
  • Microsoft Office Suite
  • Computer Literacy
  • POS Systems and Ordering Platforms
  • Netsuite ERP
  • Microsoft Exchange
  • Microsoft Office
  • Report Generation
  • Data Evaluation
  • Multitasking Abilities
  • Excellent Communication
  • Software Proficiency
  • Customer Support
  • Product Recommendations
  • Dispute Resolution
  • Complaint Handling
  • Credit Union Knowledge
  • Healthcare Knowledge
  • Quality Assurance
  • Attention to Detail
  • Telephone Etiquette
  • Fraud Detection
  • Conflict Resolution
  • Task Prioritization
  • Decision Making
  • Performance Metrics
  • De-Escalation Techniques
  • Process Improvement
  • Organizational Skills
  • Team Collaboration
  • Issue and Complaint Resolution

Accomplishments

  • Achieved above 95% on the survey metrics making sure to resolve issues and address concerns daily. As a reward I received the max amount of payout bonus each quarter for meeting all metrics.
  • Achieved maintaining above 95% in adherence to ensure to maintain productivity.

Timeline

Member Service Representative

United Healthcare Group
09.2022 - Current

Super Host

Airbnb
09.2019 - Current

Bachelor of Science - Business Administration And Management

University of Alabama At Huntsville

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Kerri Leak