Khalia Willis
Phenix City
Summary
Customer service professional dedicated to enhancing customer satisfaction and driving company success. Proven track record in managing high volumes of inbound calls while maintaining strong customer relationships. Proficient in CRM systems with exceptional active listening and multitasking skills.
Overview
7
7
years of professional experience
Work History
CSR | Billing Representative
Professional Finance Company
10.2021 - 03.2025
- Remained calm and professional in stressful circumstances, effectively diffusing tense situations.
- Processed credit card payments securely.
- Monitored accounts for non-payments and irregularities.
- Assisted customers with inquiries about bills and payment options.
- Answered inbound calls, chats, and emails to resolve customer issues.
- Exceeded service goals while leveraging best practices in customer service and sales.
Customer Service Representative
Hostess Brands
12.2019 - 09.2021
- Met and exceeded service goals through best practices in customer service and sales.
- Updated systems with customer details and billing information.
- Analyzed CRM reports to identify problems and improvements.
- Resolved complex customer issues in collaboration with other departments.
- Recommended process improvements to prevent recurring issues.
- Assisted customers with billing procedures and payment setup.
Emergency Roadside Assistance Representative
Road America Motor Club
04.2018 - 10.2019
- Prioritized and dispatched emergency services promptly and accurately.
- Managed emergency calls with calm and composed demeanor to ensure effective support.
- Monitored public safety units and coordinated schedules to ensure coverage.
- Coordinated service call scheduling and maintained dispatch equipment for seamless operations.
- Handled confidential contact information with care.
Education
High School Diploma -
Central High School
05-2013
Skills
- Claims processing
- Insurance verification
- Claims investigation
- Claims analysis
- Payment processing
- Invoice management
- Call center operations
- Data management
- File management
- Account monitoring
- Service level assessment
- Microsoft Office expertise
- Complaint resolution
- Conflict resolution
- Customer guidance
Timeline
CSR | Billing Representative
Professional Finance Company
10.2021 - 03.2025
Customer Service Representative
Hostess Brands
12.2019 - 09.2021
Emergency Roadside Assistance Representative
Road America Motor Club
04.2018 - 10.2019
High School Diploma -
Central High School