Kiana Watkins
Memphis,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in employment industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Adecco Staffing
02.2022 - 12.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
Customer Service Team Lead
Genpact
03.2020 - 02.2022
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
Healthcare Customer Service Representative
CornerStone Staffing
02.2019 - 03.2020
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Education
High School Diploma -
Power Center Academy High School
Memphis, TN05-2021
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
Languages
English
Professional Working
Timeline
Customer Service Specialist
Adecco Staffing
02.2022 - 12.2024
Customer Service Team Lead
Genpact
03.2020 - 02.2022
Healthcare Customer Service Representative
CornerStone Staffing
02.2019 - 03.2020
- Microsoft Office Specialist (MOS) - Microsoft.
High School Diploma -
Power Center Academy High School
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