Keyana Gilbert
Riverview,FL
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Kenific Group
5701 E Hillsborough Ave
08.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company Healthcare.gov website, completing online applications and enrolling into coverage.
- Maintained exceptional customer service for the Month of May 2024
- Exceeded customer service satisfaction for the month of April by receiving 99 csat surveys all at 100% ratings
- Received acknowledgment as top agent for the month of April 2024
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to the necessary departments
Peer Mentor
Her Next Chapter
Tampa, FL
06.2020 - Current
- Enhanced peer understanding by providing one-on-one mentoring and support.
- Developed strong relationships with mentees, fostering a positive learning environment.
- Assisted in the creation of individualized learning plans for each mentee, addressing their specific needs and goals.
- Provided guidance to peers on academic and personal matters, promoting overall wellbeing.
- Led group sessions for mentees focused on various topics such as time management, study skills, and stress reduction techniques.
- Provided resources to implement healthy lifestyles for women dealing with depression, self doubt, and trauma
- Provided support, resources and classes for women and young mothers to successfully regain confidence in excelling within the community
Customer Service Representative
Maximus Federal Services
5701 E Hillsborough Ave
08.2021 - 07.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for Health care coverage , processes , and enrollment.
- Exceeded exceptional knowledge and cross training for both company’s departments Medicare and Marketplace
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of medicare and marketplace process and procedures and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of systems and policies changes.
Moving Coordinator
College Hunks Hauling Junk & Moving
Tampa, FL
12.2017 - 05.2019
- Streamlined the moving process by effectively coordinating with clients, movers, and other stakeholders.
- Reduced client complaints by efficiently resolving issues and addressing concerns in a timely manner.
- Managed move schedules for optimal efficiency, resulting in consistently meeting or exceeding deadlines.
- Enhanced customer satisfaction levels by maintaining clear communication throughout the entire moving process.
- Implemented an organized system to track inventory and ensure proper handling of clients'' belongings during moves.
- Collaborated with sales representatives to provide accurate quotes for potential clients, ensuring transparency and trustworthiness from the start.
- Assisted in training new employees on company policies, procedures, and best practices to maintain high-quality service standards across the board.
- Handled complex situations requiring problem-solving skills; quickly adapted strategies based on unforeseen challenges that arose during the moving process.
- Processed payments and transactions
Event Planner
Creative Touch
1012 Briarwood Rd
09.2012 - 10.2018
- Managed logistics for successful events, including venue selection, contract negotiation, and coordinating with vendors.
- Developed tailored event plans to meet client objectives, ensuring seamless execution and positive guest experience
- Negotiated contracts with vendors and suppliers, securing cost-effective solutions without compromising quality or service levels.
- Managed budgets effectively, monitoring expenses closely to ensure events were delivered within financial constraints.
- Developed strong relationships with clients, fostering trust and rapport for ongoing business opportunities.
- Recruited trained, and managed volunteer teams to provide additional support during large-scale events.
- Coordinated schedules and timelines for events.
- Corresponded with clients to answer questions and resolve issues.
- Performed face-to-face meetings to finalize contract for services and event details.
Education
Early Childhood Development -
Middleton High School
Tampa, FL05.2007
Skills
- Data Collection
- Scheduling
- Complaint resolution
- Information Security
- Data Entry
- Appointment Scheduling
- Call Management
- Building rapport
- Complaint Handling
- Payment Processing
- Professional telephone demeanor
- Quality Control
- Problem Resolution
- Prioritization
- Critical Thinking
- Microsoft Excel
- System implementation
- Recordkeeping strengths
- Staff Training
- Microsoft Outlook
- Coordination
- Conflict Resolution
- Escalation management
- Call center experience
- Active Listening
- Problem-solving abilities
Timeline
Customer Service Representative
Kenific Group
08.2023 - Current
Customer Service Representative
Maximus Federal Services
08.2021 - 07.2022
Peer Mentor
Her Next Chapter
06.2020 - Current
Moving Coordinator
College Hunks Hauling Junk & Moving
12.2017 - 05.2019
Event Planner
Creative Touch
09.2012 - 10.2018
Early Childhood Development -
Middleton High School