Kiera Roberson
Manor
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Document Pepper
Austin Staffing
01.2023 - Current
- Prepared PDF documents, created fillable forms, edited text and set properties and bookmarks in Adobe Acrobat.
- Applied templates and completed desktop publishing using Microsoft Word templates and style sheets.
- Prepared data by compiling and sorting information.
Enrollment Specialist
ECA Direct Inc
01.2024 - 02.2025
- Updated, entered, and reviewed customer data.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
Customer Service Representative
TTEC
01.2022 - 12.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Enrollment Specialist
Maximus
01.2020 - 09.2020
- Conducted annual reviews of existing policies to update information.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Met with customers to provide information about available products and policies.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
Image Review Clerk
Gila Llc
09.2018 - 02.2019
- Gathered records pertinent to specific problems, reviewed for completeness and accuracy and attached records to correspondence as necessary.
- Corrected data entry errors to prevent duplication or data degradation.
- Verified accuracy of computer system information by updating Type data.
Customer Service Associate
Calendar Club
09.2017 - 02.2018
- Responded to customer calls and emails to answer questions about products and services.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Informed customers about special promotions and provided detailed information for various products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
Starwood Hotels & Resorts
02.2015 - 01.2016
- Resolved concerns with products or services to help with retention and drive sales.
- Informed customers about special promotions and provided detailed information for various products.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Book and cancel hotel reservations fir customer
Customer Sevice Rep/ Data Entry
My Tiwn Media
05.2012 - 01.2014
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
- Corrected data entry errors to prevent duplication or data degradation.
- Maintained excellent attendance record, consistently arriving to work on time.
- Maintained energy and enthusiasm in fast-paced environment.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
Teller Associate
Manor Downs
01.2008 - 04.2011
- Managed book of Number clients, resulting in $Amount commission.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Processed customer transactions promptly, minimizing wait times.
- Handled various accounting transactions.
Education
Excel Academy
Skills
- Document imaging technology
- Data collection and logging
- Expertise in mail merging
- Experience with SAP applications
- Creative problem solving
- HIPAA compliance
- Patient confidentiality
- Appointment scheduling
- Call center experience
Personal Information
Title: Customer Service
Timeline
Enrollment Specialist
ECA Direct Inc
01.2024 - 02.2025
Document Pepper
Austin Staffing
01.2023 - Current
Customer Service Representative
TTEC
01.2022 - 12.2022
Enrollment Specialist
Maximus
01.2020 - 09.2020
Image Review Clerk
Gila Llc
09.2018 - 02.2019
Customer Service Associate
Calendar Club
09.2017 - 02.2018
Customer Service Representative
Starwood Hotels & Resorts
02.2015 - 01.2016
Customer Sevice Rep/ Data Entry
My Tiwn Media
05.2012 - 01.2014
Teller Associate
Manor Downs
01.2008 - 04.2011
Excel Academy
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