Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kiyannah Ndukwe

Customer Service
Schenectady,NY

Summary

Accomplished in elevating customer experiences and streamlining operations, I leveraged my problem-solving abilities and computer proficiency at CHARTER COMMUNICATIONS to enhance service delivery. My expertise in customer relations and technical support significantly improved loyalty and operational efficiency, demonstrating a strong commitment to excellence and a results-driven approach.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Representative

CHARTER COMMUNICATIONS
11.2023 - Current
  • Over-the-phone support on a wide range of mobile products and services, including accounts and billing, diagnostics, enhancements and repairs. You will have advanced diagnostic tools to help you address technical inquiries and get services running smoothly, talking customers through fixes you can make together. If an issue calls for extra attention, bring in additional internal support to get things back on track. Understanding the products and your customers’ sense of urgency will help you create a satisfying customer experience.
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.


Nursing Unit Clerk

Ellis Hospital, Schenectady, NY
09.2022 - 10.2023
  • Expedited admissions, transfers, and discharges by coordinating with other departments and facilities as necessary.
  • Enhanced patient care by efficiently managing medical records and coordinating with healthcare professionals.
  • Maintained confidentiality at all times while handling sensitive medical documents, adhering strictly to HIPAA guidelines.
  • Streamlined communication between nurses, doctors, and patients for better treatment outcomes.
  • Assisted in reducing errors through careful verification of physician orders for tests, medications, and treatments.
  • Increased efficiency within the unit by continually updating policies and procedures according to regulatory standards.
  • Boosted family satisfaction rates through compassionate communication during difficult times or end-of-life situations.
  • Facilitated timely responses to patient inquiries, promoting a positive hospital experience.
  • Served as an essential liaison between patients, families, and healthcare providers to address concerns promptly and professionally.

Medical Appointment Scheduler

Trinity Health
03.2022 - 08.2022
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
  • Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
  • Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Professional Pet Stylist

Pet Smart Corporate Office
11.2018 - 03.2020
  • Grooming and styling pets according to pet owners’ instructions or standard grooming styles.
  • Accommodating special requests that pet owners may have.
  • Identifying health issues in pets, such as ear infections, skin conditions, or tooth decay, and informing pet owners of these observations.
    Interacting with the pet owners and their pets in a friendly and professional manner.
  • Maintaining a clean and sanitary work area and ensuring the proper use of equipment and tools.
  • Streamlined appointment scheduling for increased efficiency and improved client experience.
  • Collaborated with fellow stylists to create visually appealing pet styles that aligned with clients'' preferences.
  • Educated clients on proper pet care techniques, contributing to healthier animals and happier owners.
  • Assisted in inventory management, ensuring adequate supplies were available for daily operations.

Education

No Degree - Business Administration And Management

Johnson & Wales University
Providence, RI
06.2028

High School Diploma -

URBAN ASSEMBLY APPLIED FOR MATH AND SCIENCE
New York, NY
06.2015

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Data Entry
  • Call center experience
  • Computer Proficiency
  • Problem Resolution
  • Appointment Scheduling
  • De-Escalation Techniques
  • Technical Support
  • Customer Relationship Management (CRM)
  • Customer Education
  • Multi-line phone talent
  • Reading Comprehension

Certification

MCGRAW HILL EXCEL LEVEL 2 : YELLOW BELT

Timeline

Customer Service Representative

CHARTER COMMUNICATIONS
11.2023 - Current

Nursing Unit Clerk

Ellis Hospital, Schenectady, NY
09.2022 - 10.2023

Medical Appointment Scheduler

Trinity Health
03.2022 - 08.2022

Professional Pet Stylist

Pet Smart Corporate Office
11.2018 - 03.2020

No Degree - Business Administration And Management

Johnson & Wales University

High School Diploma -

URBAN ASSEMBLY APPLIED FOR MATH AND SCIENCE

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Kiyannah NdukweCustomer Service