Khenyetta Felton
Fort Worth
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in customer service role.
Overview
15
15
years of professional experience
Work History
Resolution Specialist
Walmart Health
03.2023 - 06.2024
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Checked patient insurance, demographic, and health history to keep information current.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
Customer Service Representative
Regency Insurance
05.2021 - 08.2022
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
- Maintained high standards of customer service by building relationships with clients.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Streamlined policy management by regularly updating client information and tracking policy changes.
- Acted as subject matter expert, answering internal, and external questions and inquiries.
- Researched and resolved routine and complex issues.
- Ensured regulatory compliance through diligent monitoring of company practices and adherence to guidelines.
Project Advisor
HomeAdvisor
05.2016 - 04.2021
- Handled over 200 outbound sales calls per day to connect with cold and warm leads and promote offers.
- Gathered customer data and updated CRM systems to drive outbound sales efforts.
- Boosted sales revenue by implementing effective outbound sales strategies and tactics.
- Performed outbound sales and follow-up calling activities.
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Provided detailed feedback on calls to improve overall effectiveness of the outbound sales strategy.
- Participated in ongoing professional development programs to stay current on industry trends and best practices for outbound sales techniques.
- Handled over 200 outbound sales calls each day using autodialer software.
Inbound Sales Representative
Progressive Insurance
01.2014 - 05.2016
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
- Increased product knowledge through continuous training, resulting in improved sales performance.
- Responded to customers within required turnaround times.
- Documented details of calls and customer interactions.
- Managed high call volume efficiently, maintaining a professional demeanor under pressure.
- Exceeded productivity targets and sales goals by 43%.
Customer Service Representative
Time Warner Cable
04.2009 - 01.2014
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Improved customer satisfaction with prompt and clear communication regarding their billing inquiries.
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
- Increased product knowledge through continuous training, resulting in improved sales performance.
- Responded to customers within required turnaround times.
- Documented details of calls and customer interactions.
- Managed high call volume efficiently, maintaining a professional demeanor under pressure.
- Maintained detailed records of sales activities, enabling accurate performance evaluations and targeted improvement initiatives.
- Boosted customer satisfaction by addressing and resolving inbound sales inquiries promptly and professionally.
Education
Medical Administration
Everest College
Colorado Springs, CON/A -
Pikes Peak Community College
Colorado Springs, COHigh School Diploma -
Mesa Ridge High School
Colorado City, CO05.2008
Skills
- De-escalation techniques
- Assertiveness
- Conflict resolution skills
- Document preparation
- Information collection
- Team building
- Conflict mediation
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Active listening
- Decision-making
- Situational awareness
- Relationship building
- Stress tolerance
- Self motivation
- Interpersonal skills
- Goal setting
- Professionalism
- Written communication
Timeline
Resolution Specialist
Walmart Health
03.2023 - 06.2024
Customer Service Representative
Regency Insurance
05.2021 - 08.2022
Project Advisor
HomeAdvisor
05.2016 - 04.2021
Inbound Sales Representative
Progressive Insurance
01.2014 - 05.2016
Customer Service Representative
Time Warner Cable
04.2009 - 01.2014
Medical Administration
Everest College
N/A -
Pikes Peak Community College
High School Diploma -
Mesa Ridge High School
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