Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keyonna Chance

Hope Mills,NC

Summary

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

2
2
years of professional experience

Work History

Customer Service Representative

Maximus
10.2023 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
  • Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.

Collections Agent

ADT Security
Remote
01.2023 - 07.2023
  • Maintained high volume of calls and met demands of busy and productive group
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities
  • Negotiated to collect balance in full
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.

Customer Service Representative

TeleDirect
Remote
10.2022 - 12.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Met customer call guidelines for service levels, handle time and productivity
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Answered constant flow of customer calls with minimal wait times
  • Analyzed transcripts of customer service calls to identify and rank customer service issues

Customer Service Representative

Sykes
Fayetteville, NC
03.2022 - 07.2022
  • Engaged departments in customer satisfaction initiatives to uplift service ratings
  • Adapted products and services to suit customers' changing financial circumstances
  • Provided customers with additional information regarding account services
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database
  • Activated new accounts and issued customer identification numbers
  • Responded to customer inquiries regarding new accounts and account services
  • Processed customer payments and account setup charges.

Education

Criminal Justice -

Herzing University
04.2024

High School Diploma -

South View High School
Hope Mills, NC
06-2014

Skills

  • Inbound And Outbound Calling
  • Call Documentation
  • Microsoft Word
  • Complaint Handling
  • Data Entry
  • Complaint resolution
  • Customer Service
  • Positive and professional
  • Microsoft PowerPoint
  • Microsoft Office expertise
  • Microsoft Excel
  • Technical Support
  • Active Listening
  • Building rapport
  • Dispute Resolution

Timeline

Customer Service Representative

Maximus
10.2023 - Current

Collections Agent

ADT Security
01.2023 - 07.2023

Customer Service Representative

TeleDirect
10.2022 - 12.2022

Customer Service Representative

Sykes
03.2022 - 07.2022

Criminal Justice -

Herzing University

High School Diploma -

South View High School

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Keyonna Chance