KJ Whitley
Wilson,US
Summary
Enthusiastic and diligent customer service professional with a proven track record of delivering excellent customer satisfaction. Skilled in fostering cordial and professional relationships with colleagues, customers, and supervisors. Demonstrates the ability to work effectively both independently and as part of a team. Authorized to work in the US for any employer. Collaborative leader dedicated to partnering with coworkers to promote an engaged and empowering work culture. Documented strengths in building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
PerfectServe
09.2023 - Current
- Provided exceptional customer support via phone, email, and chat channels to resolve inquiries, troubleshoot issues, and ensure customer satisfaction
- Maintained a high level of professionalism and empathy while addressing customer concerns and resolving complaints in a timely manner
- Utilized CRM software to accurately document customer interactions, update account information, and track issue resolution progress
- Identified recurring problems or trends in customer inquiries and provided feedback to improve products/services or enhance user experience
- Assisted customers in troubleshooting software and hardware problems, guiding them through step-by-step solutions
- Developed a comprehensive knowledge base of product features, known issues, and troubleshooting techniques to provide efficient support
- Participated in regular training sessions to stay updated on new products, features, and industry trends
- Contributed ideas for process improvements that enhanced overall team productivity
- Supported remote users by configuring VPN connections, troubleshooting network connectivity issues, etc
- Investigated root causes of recurring technical issues and collaborated with the development team to implement permanent solutions
- Provided feedback to product management regarding customer requests for new features or enhancements
- Monitored and adjusted schedules in real-time to accommodate changes or emergencies
- Resolved conflicts or issues related to scheduling conflicts promptly and effectively
- Demonstrated strong organizational skills by managing a complex and dynamic schedule
Customer Service Specialist
Verio Healthcare
06.2022 - 09.2023
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures
- Communicated with insurance companies to research and resolved coding discrepancies
- Generated reports to identify coding trends and discrepancies
- Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others
- Reviewed patient charts to better understand health histories, diagnoses, and treatments
- Correctly coded and billed medical claims for various hospital and nursing facilities
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
- Complied with established internal controls and policies
- Researched catalogs and parts lists to locate components for repairs
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
- Worked effectively in fast-paced environments
- Managed time efficiently in order to complete all tasks within deadlines
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Applied basic sales strategy to engage customers and present solutions to suit individual needs
- Reinforced established quality control standards and followed procedures for optimal customer interactions
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements
- Supported accounts receivable operations within assigned functions
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations
- Identified, analyzed and researched systemic issues and made recommendations for resolution
- Verified insurance eligibility and coverage for patients
- Filed and maintained patient records in accordance with HIPAA regulations
- Handled customer service inquiries in person, via telephone and through email
- Resolved billing inquiries and disputes in timely fashion
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Built and maintained positive working relationships with patients and staff
- Developed and implemented customer service policies and procedures
- Used Software to schedule appointments
- Took copayments and compiled daily financial records
- Balanced deposits and credit card payments each day
- Assisted patients in filling out check-in and payment paperwork
Benefits Verification Specialist
Talent Bridge/ Lash Group
11.2021 - 02.2022
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options
- Checked employees' benefits enrollment for accuracy and inputted all data into Software
- Analyzed and reported on employee benefits data to identify trends and develop strategies for improvement
- Collaborated with HR to develop and maintain up-to-date benefits manual
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions
- Observed strict procedures to maintain data and plan participant confidentiality
- Reduced employee turnover by creating welcoming, inclusive and employee-centered work culture
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Cultivated customer loyalty, promoted repeat business, and improved sales
- Tracked customer service cases and updated service software with customer information
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Utilized customer service software to manage interactions and track customer satisfaction
- Stocked, labeled, and inventoried medication to keep accurate records
- Answered incoming phone calls and addressed questions from customers and healthcare providers
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments
- Maintained proper drug storage procedures, registries, and records for controlled drugs
- Collected co-payments or full payments from customers
ATS Agent
VXI Global Solutions
05.2021 - 10.2021
- Monitored wireless sales space to establish familiarity with various carriers
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings
- Upsold customers by recommending accessories and promotions to increase revenue
- Accepted and processed payments and purchases for new equipment using POS system
- Assisted and supported training of new sales associates
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations
- Maintained accurate records of sales and customer information
- Activated both contract and pre-paid wireless phones for Number customers per month by inserting new SIM cards and batteries, restoring content and establishing new payment accounts
- Replenished, faced and organized merchandise on shelving
- Monitored entrances and exits to promote store safety and minimize product loss
- Reset and restored mobile operating systems such to factory default settings to correct software-based faults
- Installed replacement batteries, maintaining strict adherence to safety protocols to avoid overheating
- Provided diagnostic estimates for repairs, tracking malfunctions and breakage to draft repair cost estimates
- Replaced touch-sensitive digitizers and displays using official OEM parts to maintain warranty eligibility
- Adhered to repair and maintenance guidelines set down for Type devices
- Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols
- Offered guidance to consumers on purchasing mobile phone accessories
- Provided advice to consumers on safety and reliability of third-party replacement parts
- Inspected devices for signs of intentional or accidental damage to determine warranty eligibility
- Applied external accessories such as screen protectors, skins and more
- Decommissioned unwanted consumer devices, safeguarding remaining data through reliable destruction methods
- Diagnosed and repaired complex mechanical and electrical systems
- Responded to customer requests for products, services, and company information
- Documented customer interactions and transactions for accurate, up-to-date records
- Fielded customer complaints, escalating complex issues to management for resolution
- Trained new customer service representatives on best practices, policies and procedures
- Provided primary customer support to internal and external customers
- Completed customer applications and updated records to reflect current information
- Set up customer payment plans to cover annual policies and renewals
- Assisted customers with completing insurance documents to avoid missed information
- Liaised with insurance carriers to resolve billing errors and discrepancies
- Advised customers on required information for claim submissions to progress applications
- Adhered to underwriting, rating and compliance criteria and guidelines to determine associated financial risks
Line Operator/Packer
Sanderson Farms, Inc
09.2020 - 10.2020
- Handle heavy machinery
- Maintain equipment efficiency
- Keeping records
- Following production schedules
- Ensure that final products meet quality standard
CS Agent
Americall Communications
01.2020 - 02.2020
Doctor's office receptionist
KellyConnect
04.2019 - 11.2019
- Message taker for City of Tacoma(point of dispatch)
- Troubleshooting for various telecommunication companies
- Message Taker for Amazon customers with damaged goods
- Point of contact/message taker for a billboard company (Screenvision)
- Point of contact for various RSVP lines (Medicare seminars, Retirement Seminars, etc.)
- Message Taker/Point of Contact for Culligan Water
- Note-Taking
- Customer Service Excellence
- Point of Dispatch
- Troubleshooting
- Tier 1 Technical Support, Technical Knowledge
- Communication
- Reading and Writing
- Problem Solving
- Troubleshooting
- Cash Handling
Wireless Specialist
The Retail Outsource Group
07.2018 - 09.2019
- Sold electronics and recommended products based on customer needs
- Helped customers solve problems offered solutions and customer service
- Maintained and surpassed sales quota
- Offered technical support to customers
- Troubleshooting as needed
- Cash handling proficiency
- Knowledge of bill-breakdown as it pertains to explaining data to the customer
- Empathy
- Time Management
Technical Sales Associate
Staples, Inc
02.2017 - 06.2017
- Product Knowledge
- Strategic Prospecting Skills
- Rapport Building on call
- Buyer/Seller Agreement Familiarity
- Active Listening
- Communication
- Qualification Questioning
- Time Management
- Objection Prevention
- Objection Handling
- Demo Skills
Tier 1 Technical Advisor
Conduit Inc
10.2016 - 01.2017
- Customer Service Excellence
- Troubleshooting
- Practical Knowledge of each device's constituent technology and system
- Empathy
- Flexibility
- Following Scripts
- Conflict Resolution
- Interacting calmly with less than happy customers
- Taking accurate case notes
- Diagnosing Hardware/Software
- Error Logs
- Mechanical Reasoning
- Data Migration
Education
Fayetteville State University - English Literature
Fayetteville State University
Fayetteville, NCDiploma - Musical Arts
James Baxter Hunt High School
06.2013
Skills
- Call Volume and Quality Metrics
- Project Management
- Delinquency Monitoring
- Cash Register Operations
- Customer Relationship Management
- Accounting
- Case management
- Presentation skills
- Windows
- Taleo
- Active Directory
- System Administration
- ERP systems
- ATS
- Microsoft Windows
- Citrix
- Remote Access Software
- Adobe Dreamweaver
- Interviewing
- Tech Support
- Good Communication Skills
- Fee Collection
- Cell Culture
- Data entry
- WAN
- Linux
- Technical Support
- Outbound sales
- Customer Service
- Adobe Illustrator
- Merchandising and Stocking
- HIPAA
- HRIS
- Network Support
- Call Center
- Typing
- Restaurant experience
- Live chat
- Filing
- Employment & labor law
- VPN
- Policy and Procedure Adherence
- Billing Adjustments and Refunds
- Sales Report Generation
- Reading Comprehension
- Management
- QuickBooks
- Customer Service Excellence
- IOS
- Microsoft Excel
- Google Docs
- Negotiation
- Mac OS
- Office Management
- Call Centers
- Microsoft SQL Server
- Expert Proficiency Computer
- SQL
- Customer Service (10 years)
- Accurate Recordkeeping
- Credit Card Applications
- Correspondence Writing
- ICD-10
- Microsoft Office
- Retail Sales
- Quality control
- Desktop Support
- Special Requests
- Analytics
- Employee orientation
- VMWare
- Network Engineering
- MAC
- Research
- Technical support
- Microsoft Powerpoint
- Analysis skills
- Collaborative Environments
- Portal Systems
- Cash Handling Accuracy
- Cultural Awareness
- Warehousing Practices and Procedures
- Guest services
- Social media management
- Customer Relations
- Market analysis
- Leadership
- Data collection
- Telephone Etiquette
- Microsoft Access
- Account management
- Process Transactions
- Business Correspondence
- LAN
- Talent acquisition
- Complex Transactions
- Microsoft Exchange
- Accurate Estimates
- Merchandise Orders and Exchanges
- Medical Coding
- Credits Understanding
- Help Desk
- Computer skills
- Data Entry
- Special Projects
- Financial analysis
- SharePoint
- Time Management
- Typing proficiency 53 WPM
- Computer literacy
- Benefits Explanations
- Customer Information Databases
- Exemplary Communication Skills
- Sourcing
- Software Troubleshooting
- Operating Systems
- Microsoft Windows Server
- Salesforce
- Credit Card Transactions
- Patient monitoring
- Account and Billing
- Customer Support
- Cell Line
- Clerical experience
- Ability to Work Independently
- HR sourcing
- Strategic planning
- CPT coding
- Recruiting
- Documentation review
- Livechat
- Complaint Handling
- Customer Relationship Management (CRM)
- Call center experience
- Live chat support
- Ticket management
- Quality Assurance
- Customer Response
- Appointment Scheduling
- Product or Service support
- Technical Troubleshooting
- Zendesk Expertise
- Adaptive Learning
- Program Management
Certification
Food Handler Certification
Assessments
Recruiting, Proficient, 07/01/21
Timeline
Customer Support Specialist
PerfectServe
09.2023 - Current
Customer Service Specialist
Verio Healthcare
06.2022 - 09.2023
Benefits Verification Specialist
Talent Bridge/ Lash Group
11.2021 - 02.2022
ATS Agent
VXI Global Solutions
05.2021 - 10.2021
Line Operator/Packer
Sanderson Farms, Inc
09.2020 - 10.2020
CS Agent
Americall Communications
01.2020 - 02.2020
Doctor's office receptionist
KellyConnect
04.2019 - 11.2019
Wireless Specialist
The Retail Outsource Group
07.2018 - 09.2019
Technical Sales Associate
Staples, Inc
02.2017 - 06.2017
Tier 1 Technical Advisor
Conduit Inc
10.2016 - 01.2017
Fayetteville State University - English Literature
Fayetteville State University
Diploma - Musical Arts
James Baxter Hunt High School