Ketia Ordena Jean-Francois
Peachtree Corners,GA
Summary
Customer relations professional committed to delivering high-quality service and maintaining strong client relationships. Known for effective communication and problem-solving abilities, ensuring smooth account management. Adaptable team player focused on achieving collaborative success and meeting changing business needs.
Overview
4
4
years of professional experience
Work History
Customer Account/ Support/Recovery Invoice Team
Remx / Honda Financial Services
01.2024 - Current
- Auto-Dialer Collections - make outbound/receive inbound calls on accounts that are 5-29 days past due and assist customers with bringing their accounts current
- Identify the root cause of customer delinquency and generate effective solutions by using negotiation skills and by educating the customer
- Effectively contribute to increasing Customer Satisfaction scores
- Become a productive member of the department (meet quantitative and qualitative objectives)
- Maintain enthusiastic and positive attitude
- Adhere to appropriate compliance policies and procedures
- Update Due Date Change
- Follow state rules regarding defer payment on contact either a lease or retail account
- Able to review payment history, print statements and sent out letters
- Scheduled Payment to NFA's
- Reviewed Invoices before batching into Customer's Account
- Expenses Invoices based on States Regulations and Laws
Customer Solutions Specialist/ Bilingual
WEX Inc.
08.2022 - 09.2023
- Answer inbound calls from drivers, merchants, and fleet managers
- Assist customers with billing questions, payments, and invoices
- Deliver quality customer service with each interaction
- Troubleshoot and assist customers with online inquiries
- Perform account maintenance while ensuring proper security measures are met
- Identify accepting locations for customers to use product
- Process authorizations for merchants when appropriate
- Document accounts as needed
- Maintain compliance with policies
- Consistently meet or exceed individual Key Performance Indicators (KPIs)
- Promote programs and products available
- Maintain adherence and conformance to scheduling needs and expectations
- Assist callers with login and navigation of our proprietary online portal solution
- Recognize and appropriately manage assertive or complicated calls by responding in a calm, clear, respectful, and helpful manner; escalating only when necessary
Contact Tracer Contract
Public Consulting Group
09.2021 - 06.2022
- Data entry level
- The Contact Tracer will use a web-based platform to call all contacts of anyone diagnosed with COVID-19, determine exposure, assess symptoms, refer for testing according to established protocols, and provide them with instructions for isolation or quarantine
- An understanding of patient confidentiality, including the ability to conduct interviews without violating confidentiality
- Understanding of the medical terms and principles of exposure, infection, infectious period, potentially infectious interactions, symptoms of disease, pre-symptomatic and asymptomatic infection; Excellent and sensitive interpersonal, cultural sensitivity, and interviewing skills such that they can build and maintain trust with patients and contacts
- Basic skills of crisis counseling, and the ability to confidently refer patients and contacts for further care if needed
- Strong Customer service
- Follow up wellness day
- Be efficient in Excel to submit your data for each day and call center
Building Supervisor
The Arbors Assisted Living
05.2021 - 02.2022
- Report any mental health change observed
- Room check in accordance to regulations
- Receive medication/check expired med
- Assist appointment reminders
- Handle med pass and narcs following constantly regulations
- Order med and updated MAR upon changes requested by the physician or pharmacist
- Be organized and disciplined
- Report any incident regarding the residents to the Physician/family
- Take Telephone order/ monthly weight
- Order labs or follow up with specimen to pick up
Education
Bachelor of Science - Nursing
Universite Notre Dame D'Haiti
Haiti07-2016
Skills
- Strong organization
- Sales support
- CRM software expertise
- Cross-functional coordination
- Client relationship building
- Organization skills
- Customer service
- Teamwork and collaboration
- Time management
- Multitasking
- Adaptability and flexibility
- Task prioritization
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 10 staff members.
- Achieved Weekly goal by completing Invoices ina timely manner with accuracy and efficiency.
- Collaborated with team of 5 in the development of Reducing Cost Post Repo Account.
- Documentation - Ensured charting accuracy through precise documentation.
Languages
French
Native or Bilingual
Haitian Creole
Native or Bilingual
Timeline
Customer Account/ Support/Recovery Invoice Team
Remx / Honda Financial Services
01.2024 - Current
Customer Solutions Specialist/ Bilingual
WEX Inc.
08.2022 - 09.2023
Contact Tracer Contract
Public Consulting Group
09.2021 - 06.2022
Building Supervisor
The Arbors Assisted Living
05.2021 - 02.2022
Bachelor of Science - Nursing
Universite Notre Dame D'Haiti
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