Khaliah Jones

• Triage high volume requests and ticket inquiries from customers and internal corporate employees to assist with new account setup, badge status and troubleshooting using SOP and knowledge articles
• Achieved an average of 98% customer satisfaction goal each quarter for the department and maintained a 97% customer satisfaction survey rating
• Communicate in writing to complete adhoc paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership
• Acted as a liaison for cross-functional business units during team trainings, calibration sessions, and leadership meetings.

• Triage inbound chat support calls and email inquiries from customers to assist with new account setup and troubleshooting
• Escalated and managed customer issues related to account records, data input, access levels, and adhoc reports
• Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating
• Provide performance feedback to agents regarding call time, escalation rates, hold times, customer rapport, and phone behavior
• Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership
• Acted as a liaison for cross-functional business units during team trainings, calibration sessions, and leadership meetings.

• Assisted customers with inquiries, complaints, and product information via phone, email, and chat
• Achieved 92% customer satisfaction rating by consistently addressing customer needs and concerns
• Identified opportunities for process optimization, resulting in a 91% reduction in average handling time
• Acted as a subject matter expert, providing guidance to team members and sharing best practices
• Collaborated with the sales team to upsell products and services, contributing to a 94% increase in revenue.

• Complied with all company-specific guidelines and performed hands-on nursing care to patients under RN

supervision.

• Maintained patient stability by checking vital signs and weight, testing urine and recording intake and

outtake information.

• Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and

preparing assistive devices.

• Organized paperwork such as charts and reports for office and patient needs.
• Maintained current and accurate medical records for patients
• Answered telephone calls to offer office information, answer questions, and direct calls to staff.