Kiana Ford
TALLULAH,LA
Summary
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Supervisor
Louisiana Down OTB
02.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Customer Service Representative
Empire Today Flooring
01.2022 - 08.2022
- 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.
Front Desk Receptionist
LaQunita Inn & Suites
12.2020 - 05.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
Customer Care Representative
BroadPath Healthcare
09.2021 - 03.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Education
Associate of Applied Science - Health Care Administration
Hinds Community College
Utica, MS12-2020
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Listening skills
- Time management
- Cash handling
- Telephone etiquette
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Call center experience
Accomplishments
- Collaborated with team of 7 in the development of Wydhamn.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Certified Bar Card , Louisiana Downs OTB - 03-15-2023 / 03/15/2027
Timeline
Supervisor
Louisiana Down OTB
02.2023 - Current
Customer Service Representative
Empire Today Flooring
01.2022 - 08.2022
Customer Care Representative
BroadPath Healthcare
09.2021 - 03.2022
Front Desk Receptionist
LaQunita Inn & Suites
12.2020 - 05.2022
Associate of Applied Science - Health Care Administration
Hinds Community College
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