Keshia Palmer
Arlington,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
13
13
years of professional experience
Work History
Billing Customer Service Representative
Spectrum
Irving, TX
08.2022 - Current
- Provided technical support when necessary for customers having difficulty understanding their bills or navigating the online payment portal.
- Assisted customers with setting up new services or making changes to existing services.
- Developed strategies to reduce delinquent payments and improve overall customer satisfaction.
- Advised customers on how best to manage their accounts in order to avoid late fees or penalties.
- Provided detailed information to customers about their accounts, including payment history and current balance due.
- Processed payments received from customers by mail or online banking systems.
- Responded promptly to all customer requests for assistance with billing matters.
- Researched and resolved complex billing disputes in a timely manner.
- Participated in training sessions designed to update employees on new policies and procedures related to billing services.
- Handled customer inquiries and complaints regarding billing issues via telephone, email, and other communication channels.
- Followed established guidelines while handling confidential information related to customer accounts.
- Educated customers about available discounts, promotions, or special offers that may be applicable to them.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Patient Care Coordinator
AllianceRx Walgreens Prime
Dallas, TX
04.2020 - 03.2022
- Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Improved patient outcomes through value-added services.
- Submitted various medication requests electronically.
- Facilitated daily interaction between patients and hospital staff, coordinating special events for patients and families and providing educational materials and emotional guidance.
- Planned, integrated and maintained quality care systems and standards, which resulted in creating and improving medical protocols and guidelines.
- Gathered patient data and monitored patient progress at during therapy stages.
- Explained policies, procedures and services to patients.
- I assisted patients with updating benefits, processing payments and scheduling deliveries of medication.
- Helped protect providers and facility from legal liabilities by proactively assessing risks.
- Addressed patients' complaints-head on, investigated concerns and worked with medical staff to devise solutions.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
Order Puller
Nieman Marcus
Irving, TX
06.2018 - 03.2020
- Ensure accuracy and completeness of all orders.
- Pulled orders from shelves and replenished stock to keep merchandise readily available for purchase.
- Pulled products off shelves and followed instructions to box up orders according to customer specifications.
- Operated warehouse equipment with caution and according to manufacturer instructions to reduce risk of accidents and malfunctions.
- Used RF scanner to pick items from bins and complete orders.
- Prepared products for packaging and shipping according to company specifications.
- Attended company safety meetings to maintain knowledge of new and important information.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Cleaned and organized aisles, work stations, and floors to promote operational productivity.
- Confirmed items picked for orders by keying codes into system.
Customer Service Representative
Aegis Telecommunications
Irving, TX
07.2012 - 10.2014
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Answered incoming telephone calls to provide store, products, and services information.
- Explained benefits, features and recommendations to maximize client retention.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
Education
Some College (No Degree) - Business Administration And Management
Grand Canyon University
Phoenix, AZSkills
- Credit Card Payment Processing
- Report Generation
- Report Creation
- Transaction Processing
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Customer Service
- Verbal and Written Communication
- Creative Problem Solving
- Data Entry
- Understanding Customer Needs
- Call Documentation
- Upbeat and Positive Personality
- Multitasking and Prioritization
- 55 wpm Typing Speed
- Microsoft Office Expertise
- Inbound and Outbound Calling
- Schedule Mastery
- Office Equipment Proficiency
- Problem-Solving Abilities
- Customer service
- Payment processing
- Regulatory compliance
- Problem solving
- Effective communication
- Relationship building
- Customer relations skills
- Account reviews
- Account management
- Data entry experience
- Problem-solving
- Decision-making
- Billing systems and software
- Customer engagement
- Attention to detail
- Analytical thinking
- Billing dispute resolution
- Conflict resolution
Timeline
Billing Customer Service Representative
Spectrum
08.2022 - Current
Patient Care Coordinator
AllianceRx Walgreens Prime
04.2020 - 03.2022
Order Puller
Nieman Marcus
06.2018 - 03.2020
Customer Service Representative
Aegis Telecommunications
07.2012 - 10.2014
Some College (No Degree) - Business Administration And Management
Grand Canyon University