Khayla J Alston
Riverview
Summary
Dedicated and driven Customer Service Representative with proven skills in problem-solving and customer service. Tackles problems head-on and develops creative solutions built on experience. Accomplished in multitasking, time management and conflict resolution. Results-oriented, holds high level of professionalism and courtesy at all times. Manages high-volume of inbound and outbound customer calls to assist callers with various issues. Communicative individual with track record of over-crossing sales quotas. Willing to take on any task to support team and help business succeed. Offers strong Active listening and Adaptable abilities.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Maximus Call Center
09.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Responded to customer requests for products, services, and company information.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Improved call center performance by consistently maintaining a high level of professionalism and productivity.
- Facilitated timely issue resolution, coordinating with diverse departments and healthcare providers as needed.
- Established trust among customers by demonstrating empathy during challenging situations, providing reassurance, and offering expert guidance on available resources.
Wells Fargo AOP representative
Adecco Staffing
04.2024 - 04.2024
- Handled telephone, email and inbound inquiries from customers seeking assistance
- Advised on company policies governing service, and support
- Created escalations/inquiries tickets
- Documented, researched and resolved customer service issues
- Managed customer calls efficiently in fast-paced call center environment
- Built trusting relationship with customers to better understand needs
- Met personal, team and company goals in customer service environment
- Resolved product or service issues by clarifying customer complaints and offering appropriate solutions
- Escalated issues that could not be resolved independently to supervisors or managers for further assistance
Claims Representative
Revecore
09.2023 - 12.2023
- Negotiated settlement amounts with claimants
- Negotiated with claimants to solidify claim settlements
- Documented claim file activities in [Software]
- Investigated claims to determine coverage eligibility and extent of damages
- Collaborated with adjusters, appraisers, and other professionals to resolve claims
- Prepared written correspondence as needed for effective communication with claimants or other parties involved in claim
- Liaised with underwriters to obtain required information for claim processing
- Reviewed and processed insurance claims submitted by policyholders
- Conducted thorough investigations of each claim, including gathering and analyzing documents and evidence
- Collaborated effectively with team members across various departments to streamline workflows and resolve any issues that arose during claims process
- Provided exceptional customer service by addressing policyholder concerns promptly, professionally, and empathetically
Scheduling Specialist
Randstand Staffing
08.2023 - 09.2023
- Updated team on schedule status in regular meetings and made proactive updates to account for new developments
- Documented base schedule for future turnaround schedule, continuously refined strategies and shared baseline details across sites
- Executed work safely and according to schedule with detailed plans and resource schedules
- Utilized critical path method techniques to optimize project schedules
- Identified potential schedule conflicts and provided solutions for resolution
- Tracked and reported on project progress, milestones, and deadlines
Customer Service Representative
Wipro
07.2020 - 05.2023
- Counseled students, families and community on available financial aid
- Trained new staff members on job responsibilities as well as institutional-specific requirements regarding financial aid management
- Participated in professional development opportunities to stay current on industry trends, policies, and best practices in higher education financing
- Provided assistance in completing Free Application for Federal Student Aid FAFSA and other required forms
- Determined student eligibility by reviewing forms and verifying compliance with requirements
- Built trusting relationship with customers to better understand needs
- Managed customer calls efficiently in fast-paced call center environment
- Enhanced customer satisfaction with fast, knowledgeable service
- Collaborated with colleagues and co-workers to deliver quality customer experience
Customer Service Representative
Alorca
01.2020 - 09.2020
- Anticipated needs and resolved problems to keep customers happy
- Answered customer questions about policies and procedures with friendly and knowledgeable approach
- Investigated and resolved customer concerns related to order inquiries and delivery tracking
- Maximized satisfaction by anticipating needs and consistently offering expert support
- Collaborated across departments to resolve customer-related issues
- Built trusting relationship with customers to better understand needs
- Delivered fast and friendly service to handle questions and service complaints
- Documented, researched and resolved customer service issues
- Managed customer calls efficiently in fast-paced call center environment
834 Recon Analyst
Health Plan Services
04.2016 - 03.2018
- Conducted pre- and post-action analysis of operational decision-making to review impact
- Troubleshot business operations issues and leveraged data to recommend new solutions
- Developed documentation and reports to showcase trends and improve decision-making
- Provided exceptional customer service by promptly addressing concerns and answering questions
- Reviewed medical history of customers to provide accurate policy recommendations
- Collaborated with underwriting team to ensure proper coverage for high-risk clients
- Enhanced customer satisfaction with fast, knowledgeable service
- Built trusting relationship with customers to better understand needs
- Handled customer inquiries, payments and service requests
- Documented, researched and resolved customer service issues
- Followed up on unresolved cases to keep customers informed of progress towards solution
- Managed difficult customer situations with professionalism and empathy
- Set up customer accounts in system and updated details to reflect current information
Education
undefined
Hillsborough community college
Tampa, FloridaHigh School - undefined
Wharton High Sch
Tampa, Florida06.2012
Skills
- Research
- Customer Support
- Paperwork Processing
- Records Management
- Reporting
- Product Knowledge
- Data Collection
- Data Entry
- Information Security
- Customer Service
- Critical Thinking
- Positive and professional
- Technical Support
- Computer Proficiency
- Active Listening
- Documentation
- Microsoft Excel
- Call Center Experience
- Process Improvement
- Call Center Operations
- Critical thinking
- Active listening
- Customer service
- Problem resolution
Language
English
Native
Timeline
Customer Service Representative
Maximus Call Center
09.2024 - Current
Wells Fargo AOP representative
Adecco Staffing
04.2024 - 04.2024
Claims Representative
Revecore
09.2023 - 12.2023
Scheduling Specialist
Randstand Staffing
08.2023 - 09.2023
Customer Service Representative
Wipro
07.2020 - 05.2023
Customer Service Representative
Alorca
01.2020 - 09.2020
834 Recon Analyst
Health Plan Services
04.2016 - 03.2018
undefined
Hillsborough community college
High School - undefined
Wharton High Sch
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