Kiana Hill
Lancaster,TX
Summary
Results-driven professional with over 5 years of leadership and customer service experience in the tech and insurance industries. Known for fostering customer loyalty through expert problem-solving, conflict resolution, and consistent delivery of top-tier support. Successfully overcame a personal health battle with breast cancer in 2025, returning to the workforce with a renewed sense of purpose and resilience. Seeking to leverage skills in customer experience, team leadership, and technical troubleshooting in a growth-oriented company.
Overview
7
7
years of professional experience
Work History
Customer Experience Champion II
Verizon
03.2025 - Current
- Serve as a frontline advocate assisting customers with billing, device, and service-related inquiries across multiple channels.
- Leverage advanced product and system knowledge to troubleshoot complex issues, delivering seamless customer experiences.
- Promote loyalty by resolving escalations empathetically and educating customers on solutions tailored to their needs.
- Collaborate with cross-functional teams to identify service gaps and enhance support workflows.
- Recognized for consistently exceeding quality assurance standards and customer satisfaction metrics.
- Remote
Customer Service Lead
Lemonade
10.2022 - 11.2023
- Led and developed a remote customer service team, ensuring effective communication and up-to-date knowledge.
- Conducted coaching, performance reviews, and training to improve service delivery.
- Achieved contact targets through detailed scheduling, briefings, and individual coaching sessions.
- Remote
Customer Service Lead
Aspira
04.2019 - 04.2021
- Recommended and implemented process improvements and fraud prevention protocols.
- Provided team support and technical assistance while acting as SME and escalation point.
- Maintained operational efficiency through coaching and performance monitoring.
Customer Service Billing Representative
Spectrum
04.2018 - 03.2019
- Handled billing inquiries, reviewed discrepancies, and coordinated with departments for accurate resolution.
- Maintained high product knowledge to support customers and issued timely invoices.
- Helped design improvements to billing systems and ensured compliance with regulations.
Education
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Tarleton State University
undefined
Cedar Valley College
Diploma - undefined
Lancaster High School
01.2013
Skills
- Customer Service
- Leadership
- Conflict Resolution
- Technical Troubleshooting
- Data Analysis
- Staff Training
- Compliance
- Communication
- Time Management
- Process Improvement
- Delegation
- Friendly, positive attitude
Timeline
Customer Experience Champion II
Verizon
03.2025 - Current
Customer Service Lead
Lemonade
10.2022 - 11.2023
Customer Service Lead
Aspira
04.2019 - 04.2021
Customer Service Billing Representative
Spectrum
04.2018 - 03.2019
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Tarleton State University
undefined
Cedar Valley College
Diploma - undefined
Lancaster High School
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