Kiona Kirkland
Shelby,NC
Summary
Experienced Customer Service Specialist with over 10 years in dynamic environments, including remote roles. Resolved complex issues, enhanced service processes, and achieved high satisfaction ratings. Background includes team leadership, healthcare support, and administrative coordination. Pursuing a remote opportunity in customer service, healthcare support, or operations management.
Overview
11
11
years of professional experience
Work History
Service Associate Specialist (Remote)
Wayfair
08.2023 - Current
- Provided remote customer support via phone, chat, and email, resolving issues swiftly and effectively. Assisted customers with orders, product inquiries, and returns, achieving consistently high satisfaction scores. Analyze customer feedback to identify trends and improve service delivery. Collaborated with internal teams to streamline order processing, minimizing delays and enhancing service delivery.
- Assisted customers with product details, shipping status, and delivery expectations to improve customer understanding.
- Addressed customer inquiries via phone, chat, and email to ensure timely responses.
- Executed order updates, cancellations, and returns within Wayfair service systems to maintain order accuracy.
Customer Service Representative
HealthEquity
08.2025 - 05.2026
- Managed high-volume inbound calls to assist customers with Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA). Guided customers on account usage, eligibility, and benefits to address account issues, claims questions, and transaction concerns while ensuring compliance with healthcare regulations.d transaction concerns while maintaining compliance with healthcare regulations. Delivered accurate information and maintained high customer satisfaction in a fast-paced call center environment.
- Responded to member inquiries regarding HSA, FSA, and benefits accounts in a timely manner.
- Evaluated claims, payments, and reimbursement requests submitted by HealthEquity members.
- Addressed account inquiries by utilizing HealthEquity service systems and policy guides effectively.
Customer Service Support Representative / PAS
AmerisourceBergen
09.2022 - 03.2023
- Supported AmerisourceBergen pharmacy customers with order status and product availability.
- Assisted pharmacy customers with inquiries about order status and product availability.
- Handled service requests via phone, email, and account communication systems.
- Managed customer accounts and processed applications to ensure accuracy and compliance. Provided administrative and patient support services in healthcare environment, enhancing patient experience. Maintained compliance with company policies and healthcare regulations. Streamlined workflow through process enhancements, contributing to overall operational effectiveness.
Customer Service Agent / PCA
Alorica
09.2021 - 05.2022
- Managed high-volume inbound calls, efficiently resolving customer concerns to enhance satisfaction. Fostered customer satisfaction through clear communication and empathetic interactions. Streamlined call handling process, maintaining quality service standards while improving response times.
- Resolved billing, account, and service inquiries using CRM systems.
- Responded to inbound customer calls at Alorica contact center.
- Documented call details and updates in customer records.
Shift Manager
Dunkin'
01.2016 - 07.2020
- Supervised daily operations, coordinated staff scheduling, and evaluated team performance to ensure compliance with health and safety standards and enhance customer service speed and order accuracy.
- Maintained and verified employee timecards for accurate payroll processing.
- Reviewed time entries for accuracy and resolved missing punches to ensure reliable timekeeping.
- Communicated timekeeping issues with employees and supervisors.
- Prepared time reports for payroll and management review.
- Organized and filed employee time records for efficient retrieval. and supported employer recordkeeping procedures.
- Verified accuracy of timesheets before submitting them for processing.
- Entered and verified timekeeping data with consistent review, corrections and deletions.
- Processed new hire paperwork and entered information into the payroll system.
Education
High School Diploma -
Cherryville High School
Cherryville, NCSkills
- Customer Service & Client Relations, Remote Support & Call Center Operations, Healthcare Support & Patient Assistance, HSA/FSA Account Support, Conflict Resolution & Problem Solving, CRM Software & Data Entry, Team Leadership & Staff Scheduling, Communication (Phone, Email, Chat), Time Management & Multitasking
- Customer support systems
- Order management
- Case documentation
- Healthcare regulations
LANGUAGES
English (Fluent)
Timeline
Customer Service Representative
HealthEquity
08.2025 - 05.2026
Service Associate Specialist (Remote)
Wayfair
08.2023 - Current
Customer Service Support Representative / PAS
AmerisourceBergen
09.2022 - 03.2023
Customer Service Agent / PCA
Alorica
09.2021 - 05.2022
Shift Manager
Dunkin'
01.2016 - 07.2020
High School Diploma -
Cherryville High School