Khalil Armand
Fort Lauderdale,FL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals..
Overview
16
16
years of professional experience
Work History
Chewy Support Voice II
Chewy
09.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.6
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.33
- Responded to customer requests for products, services, and company information.-
- Developed strong product knowledge to provide informed recommendations based on individual customer needs..
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
Client Experience Specialist (Remote-Contract)
KForce - TakeLessons
01.2022 - 05.2023
- Handled customer inquiries and suggestions courteously and professionally
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Reinforced established quality control standards and followed procedures for optimal customer interactions
- Provided primary customer support to internal and external customers
- Processed customer service orders promptly to increase customer satisfaction
- Updated account information to maintain customer records
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Answered constant flow of customer calls with minimal wait times
Graveyard Support - (Remote Contract)
VShred
12.2021 - 01.2022
- Respond and troubleshoot email inquiries regarding product sales and questions during graveyard hours
- Assist Sales Floor during day with sales calls and sales generation
- Provided appeasements for members to ensure customer satisfaction is met
- Remote access member accounts in order to troubleshoot and fix problems with website navigation
- Research and generate promotional for members, as well as edit and apply adjustments upon review
Benefits Specialist(Remote 2nd Job)
PAPA
01.2017 - 11.2019
- Obtain customer information such as name, address; and enter service requests into computers
- Adjust enrollment scripts to better target the needs and interests of specific individuals
- Record names, addresses, services, and reactions of prospects contacted
- Schedule appointments for PAPA representatives to meet with prospective members or for members to attend presentations
- Conduct client or market surveys in order to obtain information about potential Members
- Settled any customer disputes in a professional and pleasant manner
Sprint Inbound Sales Lead
Centerfield
01.2016 - 03.2018
- Built rapport with clients by providing quality customer service and problem solving
- Communicated with customer support for clarity on questions that were not answered in the online FAQs
- Accurately tracked customer orders, identified, and resolved any issues during order fulfillment
- Maintained an average of 37% closing rate in client sales each month
- Established personal connections with customers, exceeding customer service expectations
Customer Service/ S.M.R.T/ RX
Chewy
06.2013 - 01.2016
- Reached out to providers regarding approval of pet prescribed products
- Assist customers with placing and tracking orders via their shipping carrier
- De-escalated customer related issues to ensure a positive experience
- Monitored and regulated social media posts and response to ensure the company is protected as well as its client base
- Assist with marketing meetings, retaining information on new products to up-sell based on criteria
- Knowledgeable on most pet products and nutritional information
Customer Advocate II
EmblemHealth
11.2008 - 03.2013
- Answered Member phone calls; answering questions relating to the benefit summary, as well as RX information
- Assisted in filing claims as well as making and receiving payments
- Entered Customer Service notes into the member profile for future reference regarding the phone call
- Specialized in Commercial (HIP plans, HIX exchange Plans, GHI HMO plans as well as state sponsored plans and plans through the employer
- Advocate issues relating to problems with doctors and patients in relation to billing, doctor participation and plan information, eligibility
Education
Computer Science
Broward College
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Product knowledge
- Payment processing
Timeline
Chewy Support Voice II
Chewy
09.2023 - Current
Client Experience Specialist (Remote-Contract)
KForce - TakeLessons
01.2022 - 05.2023
Graveyard Support - (Remote Contract)
VShred
12.2021 - 01.2022
Benefits Specialist(Remote 2nd Job)
PAPA
01.2017 - 11.2019
Sprint Inbound Sales Lead
Centerfield
01.2016 - 03.2018
Customer Service/ S.M.R.T/ RX
Chewy
06.2013 - 01.2016
Customer Advocate II
EmblemHealth
11.2008 - 03.2013
Computer Science
Broward College
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