Kevin Drakeford
Braddock,PA
Overview
13
13
years of professional experience
Work History
Customer Experience Representative
Verizon
04.2024 - Current
- Responsible for building and maintaining relationships with both existing and potential clients
- Generating sales by using exceptional customer service to expand the Verizon network
- Identifying customer needs, problem solving various concerns, and improving customer satisfaction
Benefits Support Analyst
Willis Towers Watson
08.2023 - 04.2024
- Handling confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
- Understanding client’s plan documents and online knowledge base tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member
- Demonstrating knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
Quality Assurance Analyst
Clayton Kendall, Inc.
06.2022 - 06.2023
- Streamlined programs and company branded merchandise services for businesses across all sectors
- Conducted product management measures to ensure merchandise production exceeded expectations
- Provided exceptional customer service to ensure customer success and supervised product inventory
Mail Processing Clerk
United States Postal Service
11.2017 - 06.2022
- Processed undeliverable mail forwarded by the Carrier and verified addresses for all deliveries
- Conducted investigations using company protocols to ensure proper mail delivery
- Implemented workflows to consistently meet deadlines for deliverables
Senior Commercial Operations Analyst
Citizens Bank
06.2015 - 11.2017
- Processed and verified business loan paperwork while analyzing for fraud/risk management
- Produced and maintained databases, including data interpretation and identification of trends
- Implemented policies, procedures, and training materials to maximize efficiency by 15%
Quality Assurance Associate
Bank of America
12.2011 - 06.2015
- 3x Top-Rated Performer for analyzing and processing home foreclosure proceedings
- Processed transactions from homeowners to ensure accuracy of all required document
- Provided quality customer service and support throughout the foreclosure process
Education
BS - Business Administration
William Paterson University
Skills
- Call center experience
- Appointment Scheduling
- Complaint Handling
- Complaint resolution
Timeline
Customer Experience Representative
Verizon
04.2024 - Current
Benefits Support Analyst
Willis Towers Watson
08.2023 - 04.2024
Quality Assurance Analyst
Clayton Kendall, Inc.
06.2022 - 06.2023
Mail Processing Clerk
United States Postal Service
11.2017 - 06.2022
Senior Commercial Operations Analyst
Citizens Bank
06.2015 - 11.2017
Quality Assurance Associate
Bank of America
12.2011 - 06.2015
BS - Business Administration
William Paterson University
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