Keyara McCoy
Sylvester,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Health Insurance Representative
Accenture (Vdart)
10.2021 - 01.2024
- Set up clients with new policies, including calculating premiums and establishing payment methods
- Maintained robust client numbers through effective retention and acquisition strategies
- Selected company by type of coverage requested by a client to underwrite the policy
- Sold both common and specialized policies to area businesses and individuals
- Helped clients obtain funds by completing and filing policy claims
- Customized insurance programs for individual customers to cover target risk types
- Enhanced customer satisfaction with fast, knowledgeable service
- Collaborated with team members to meet daily demands and handle challenging projects
- Completed tasks promptly and with minimal oversight
- Worked effectively with diverse teams to accomplish daily objectives and meet long-term goals
- Kept areas clean, organized, and in line with company professional standards
- Protected company and customer data by following information policies.
Claims Representative
TTEC (Bank of America)
11.2020 - 10.2021
- Improved claims handling processes by analyzing, tracking, and troubleshooting root causes of previously managed claims
- Maintained strict compliance with client and carrier guidelines applicable to Fraud/Non-Fraud claims
- Backed up fellow claims professionals in handling complex and problematic claims
- Verified validity and accuracy of claims forms, inspection reports, and other records submitted as part of Fraud/Non-Fraud claims
- Supported agents with claims issues, documentation needs, and general questions
- Liaised between insured customers and agents, updating accounts and collecting necessary information
- Processed new claims, verifying data and documentation prior to submitting for approval or review
- Calculated claims amounts following policy data
- Provided account information, claims procedure guidance, and additional resources to support throughout the claims process
- Identified necessary changes, examining letters, applications, and related documents to determine requirements and effects.
Customer Service Representative
MCI
03.2021 - 04.2021
- Set up customers to get their Covid-19 vaccination
- Set them up to get the first dose or the second dose
- Made sure they were able to go to the place in a timely manner for them to get the shot
- Made sure they got the correct vaccination medicine
- Maintained customer satisfaction throughout interactions, providing timely, accurate information and answering all questions
- Nurtured customer relationships with regular contact and service based on trust
- Created successful customer service strategies based on correct interpretations of current situations and causes.
Customer Service Representative
Bank Of America
12.2019 - 11.2020
- Completed inquiries and followed up with customers to share findings and offer solutions
- Documented, researched, and resolved customer service issues
- Managed customer calls efficiently in a fast-paced call center environment
- Delivered fast and friendly service regarding questions and service complaints
- Compiled customer feedback to recommend improvements to management
- Answered numerous inbound calls each day to handle various concerns, set appointments, and close sales
- Anticipated needs and resolved problems to keep customers happy
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
- Updated records with all interactions and customers transactions.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Wellcare
10.2019 - 12.2019
- Reconciled account issues and resolved prescription problems via the telephone
- Researched and resolved dosage conflicts, potentially harmful drug interactions, insurance issues, and other matters to verify patient safety and wellness and build customer loyalty
- Minimized risk and maintained accuracy through consistent adherence to proper medication-handling techniques and industry best practices
- Inspected drug storage sites to monitor drug supply expiration and maintain proper supply levels
- Met customer needs with fast and knowledgeable pharmacy support
- Obtained timely payments from customers and insurance companies
- Managed records with high accuracy, including inputting new orders and documenting payments
- Calculated medication dispensing charges and equipment use fees for hospital patients
- Promoted sales of target items through conversations and special displays.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Teleperformance (Maurice and Dress Barn)
09.2018 - 10.2019
- Answered customer questions to enforce return and exchange policies
- Updated pricing and signage to advertise sales or seasonal products
- Suggested additional products and services to increase sales
- Delivered consistent high-quality service to maintain customer loyalty
- Built temporary displays to highlight promotional events
- Utilized POS system to process cash, credit card, and mobile payment transactions
- Promoted customer loyalty program or store credit card to meet performance targets
- Participated in learning opportunities and store meetings to enhance job knowledge
- Minimized store thefts through effective monitoring strategies and close customer observation
- Captured consistent customer sales with friendly, knowledgeable support
- Overcame customer objections using powerful product demonstrations
- Maintained customer satisfaction, quickly resolving issues and offering expert assistance
- Recommended merchandise to suit customer budget and preferences
- Greeted customers and asked open-ended questions to assess needs
- Promoted products effectively by staying on top of offerings and prices
- Verified sales prices and processed cash or credit payments to complete sales.
Pre Price
Sanderson's Farm
04.2018 - 09.2018
- Avoided backups by keeping parts clear of damaged or inferior materials
- Regulated machine flow, speed, and temperature
- Protected line quality by removing rejected items for recycling, disposal, or use in a lower quality product line
- Counted and recorded finished and rejected packaged items
- Met product specifications by sorting, weighing, and adjusting products
- Maintained quality standards through correct sorting and grading of products
- Tended to machinery sorting and packaging materials
- Kept production flowing with quick attention to jams and malfunctions
- Adjusted machine components, tension, and pressure according to size or processing angle of product
- Prepared shipments by packaging and securing finished items
- Approached and solved work problems with initiative and sound judgment
- Served customers by going above and beyond to offer exceptional support for needs
- Worked effectively with a diverse team to accomplish daily objectives and meet long-term goals
- Assisted customers with sales and service needs
- Collaborated with team members to meet daily demands and handle challenging projects
- Kept areas clean, organized, and in line with company professional standards
- Maintained full compliance with legal, health, and safety regulations.
Server/Manager
Pizza Hut
07.2016 - 07.2018
- Planned and executed strategies to increase business and drive profit growth
- Monitored employee works to assess performance and identify knowledge gaps
- Organized training for new team members and routine retraining for established employees
- Cross-trained staff in secondary roles to expand operational diversity
- Demonstrated safety procedures and monitored compliance
- Processed credit card transactions, gift cards, and cash transactions
- Followed safety, sanitization, and food handling guidelines
- Delivered food and beverages promptly to customers
- Reconciled cash tills in kitchen and bar areas as part of closing duties
- Trained new servers in company policies, guest service standards, and best practices
- Supported bussers with table cleaning during high-volume shifts
- Memorized menu additions, changes, and limited offerings
- Coordinated more than 20 orders each day
- Explained new menu items, seasonal, and daily special details
- Kept food service and preparation areas clean and neat
- Entered orders into the computer system to coordinate with kitchen staff
- Coordinated table assignments and arranged tables for groups
- Enhanced team efficiency with well-stocked stations and efficient side work
- Managed billing and payments with POS system and accurate order input
- Satisfied customers with fast, friendly, and knowledgeable support
- Minimized complaints by keeping drinks full and delivering correct orders
- Achieved sales quotas through consistently promoting high-profit items and daily specials
- Managed customer expectations, communicating realistic food preparation times and opinions on menu items
- Kept dining areas presentable and customer-ready, quickly handling spills and resetting tables
- Helped customers pair beverages with food orders by offering knowledgeable advice on wine and liquors
- Supported team consistently, helping with the hostess, food delivery, and bussing needs
- Increased bill totals by suggesting drinks, desserts, and other add-on purchases
- Presented specialty dishes with tableside service
- Prepared hot, cold, and mixed drinks for patrons, including chilling bottles of wine
- Managed daily workloads by organizing effective schedules and delegating tasks
- Met customer demands by tracking market changes and adapting strategies to match
- Contributed to effective decision-making with detailed reports on daily operations
- Maximized employee performance with effective training and close mentoring
- Kept all paperwork current and compliant with internal standards and legal requirements
- Directed daily store operations, including staff management, task delegation, merchandising, and customer service
- Eliminated resource waste through effective monitoring and improved controls.
Customer Service Operator
Teleperformance
08.2015 - 12.2015
- Fielded high-volume calls and answered inquiries, updated accounts, and resolve concerns
- Instilled calm in customers by managing escalations and transfers with utmost professionalism
- Handled basic account update procedures and common requests to maintain current system information
- Recognized and capitalized on opportunities for sales referrals and implemented appropriate processes
- Employed empathetic approach to maximize opportunity, build rapport with customers, and actively listen to needs
- Assisted customers with troubleshooting and resolving technical issues
- Improved job knowledge through continuous training and expert use of available knowledge bases
- Enhanced brand awareness by offering customers current product and service information
- Implemented new procedures quickly to stay on top of customer requirements and deliver exceptional service
- Resolved customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills
- Referred unresolved customer grievances to designated departments for further investigation
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
- Met inbound customer needs while maintaining strict performance targets
- Updated records with all interactions and customers transactions
- Resolved issues based on thorough investigations of concerns
- Identified causes of product malfunctions and credited affected customers
- Sold products to customers during routine service calls using strong cross-selling abilities
- Helped improve processes and products by relaying customer feedback
- Completed inquiries and followed up with customers to share findings and offer solutions
- Uncovered customer needs utilizing prescribed customer interaction models and scripts.
Sales Associate Manager
Citi Trends
03.2012 - 11.2012
- Increased sales revenue by implementing effective sales strategies and building strong customer relationships.
- Developed client rapport for better customer satisfaction and repeat business.
- Managed a team of sales associates, providing guidance and support to improve overall performance.
- Exceeded quarterly sales targets by consistently delivering exceptional customer service.
- Organized product displays to attract potential buyers and increase sales conversions.
- Analyzed market trends to identify opportunities for growth and developed targeted marketing campaigns accordingly.
- Enhanced store presentation by optimizing store layout, visual merchandising, and promotional materials.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Education
High school diploma -
Crisp County High School
Cordele, GA05.2012
Skills
- Manager
- Customer Service Representative
- Trouble Shooting
- Microsoft Excel
- Sales
- Accounts Receivable
- Merchandising
- Research
- Microsoft Access
- Claims Representative
- Negotiation
- Accounting
- Microsoft Word
- Health Insurance Experience
- Cash Handling
- Sales Management
- Computer Skills
- Customer service
- Typing
- Order entry
- Telemarketing
- Salesforce
- Salesforce Proficiency
- Sales Presentations
- CRM Software
- Sales Team Leadership
- Customer Engagement
- Sales Calls
- Sales Performance Reporting
- Account management
- Product knowledge
- Team leadership
- Market analysis
- Problem-solving abilities
- Active listening
- Decision making
- Conflict resolution
- Sales Reporting
Certification
Driver's License
Timeline
Health Insurance Representative
Accenture (Vdart)
10.2021 - 01.2024
Customer Service Representative
MCI
03.2021 - 04.2021
Claims Representative
TTEC (Bank of America)
11.2020 - 10.2021
Customer Service Representative
Bank Of America
12.2019 - 11.2020
Customer Service Representative
Wellcare
10.2019 - 12.2019
Customer Service Representative
Teleperformance (Maurice and Dress Barn)
09.2018 - 10.2019
Pre Price
Sanderson's Farm
04.2018 - 09.2018
Server/Manager
Pizza Hut
07.2016 - 07.2018
Customer Service Operator
Teleperformance
08.2015 - 12.2015
Sales Associate Manager
Citi Trends
03.2012 - 11.2012
High school diploma -
Crisp County High School
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