Khianna Collins
Batesburg-Leesville,SC
Overview
9
9
years of professional experience
Work History
Customer Service Agent II
Sutter Health
03.2025 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Customer Experience Associate
Conduent
Batesburg-Leesville, South Carolina
07.2023 - 03.2025
- Managed inbound calls from members about their Medicare healthcare plans, as well as outbound calls for follow-ups, conducting further research from other departments to provide thorough answers to their inquiries.
- Responsible for enrolling new members into the Medicare plan, disenrolling individuals, and processing claims related to their plans.
- Delivered exceptional customer service to a diverse clientele, showcasing strong problem-solving and communication abilities.
- Addressed complex customer issues with sensitivity and understanding, creating innovative solutions that surpassed client expectations.
- Kept precise records of all customer interactions, including detailed notes on conversations, resolutions, and follow-up actions.
Customer Service Representative
ResultsCX
Remote, United States
10.2021 - 07.2023
- Processed insurance applications, along with various additional responsibilities, while performing data entry for customer information.
- Managed client records and coordinated client appointments.
- Conducted customer service surveys and provided information regarding policies and services.
- Assisted customers with a warm and professional demeanor, addressing general inquiries effectively.
Direct Support Professional
Babcock
Columbia, South Carolina
09.2020 - 08.2021
- Prepared and served meals for patients, adhering to prescribed diets, and provided transportation to medical and recreational appointments.
- Identified changes in client status or needs and communicated these to the supervisor. Administered medications to patients in accordance with physician or nurse guidelines and supervised patients during showers and baths.
- Monitored medication administration and tracked the progress of treatment plans. Encouraged individuals to engage in leisure and social activities, responding promptly and positively to client requests for assistance.
- Engaged in crisis intervention techniques as necessary to de-escalate situations swiftly and safely.
- Assisted clients with daily living tasks, including hygiene, meal preparation, dressing, grooming, and housekeeping duties.
- Provided guidance to clients to help them achieve their goals related to independent living skills.
Customer Service Representative
Maximus Call Center
Remote, United States
04.2019 - 09.2020
- Manages incoming customer calls to efficiently process orders, respond to inquiries, troubleshoot issues, provide information, and handle complaints regarding the organization's products or services.
- Demonstrates exceptional verbal and written communication skills to engage effectively with customers.
- Remains informed about company products to provide valuable suggestions and recommendations to customers.
- Responds to telephone inquiries and complaints in accordance with established standard operating procedures.
- Greets customers by name and maintains a respectful demeanor, fostering rapport and cultivating long-term relationships with the customer base.
Lead Cashier/Sales Associate
Walmart
Batesburg-Leesville, South Carolina
10.2016 - 04.2019
- Addressed customer inquiries regarding merchandise, store policies, and current promotions, while efficiently handling returns.
- Operated the cash register, ensuring accurate processing of payments, returns, and exchanges.
- Assisted in restocking shelves as needed to maintain an organized display area.
- Cultivated strong customer service skills by delivering prompt and precise assistance.
- Accurately managed significant cash transactions during peak hours in a fast-paced environment.
Education
High School Diploma - undefined
Batesburg-Leesville High School
Batesburg-Leesville, South Carolina06.2013
Skills
- Capability to work autonomously and collaboratively within a team
- Attentive to details and adept at managing multiple tasks concurrently
- Prior experience in addressing customer inquiries
- Acquainted with conflict resolution strategies
- Understanding of OSHA/HIPAA compliance regulations
- Efficiency in high-paced work environments
- Adaptability to new situations
- Taking calls in high call volume setting
- Salesforce
- Google Slides
- Exceptional communication skills, both verbal and written
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Timeline
Customer Service Agent II
Sutter Health
03.2025 - Current
Customer Experience Associate
Conduent
07.2023 - 03.2025
Customer Service Representative
ResultsCX
10.2021 - 07.2023
Direct Support Professional
Babcock
09.2020 - 08.2021
Customer Service Representative
Maximus Call Center
04.2019 - 09.2020
Lead Cashier/Sales Associate
Walmart
10.2016 - 04.2019
High School Diploma - undefined
Batesburg-Leesville High School