KNATALIA COLEMAN
Houston,TX
Summary
Results-oriented Customer Service Representative with 10+ years of experience in providing exceptional customer support. Skilled in handling inquiries, resolving issues, and ensuring customer satisfaction. Seeking to leverage my expertise in a dynamic customer service role
Overview
10
10
years of professional experience
Work History
Intake Case Manager
Conduent
, Texas
08.2021 - 04.2023
- Conducted comprehensive intake interviews to assess clients’ needs, goals, and eligibility for services.
- Developed individualized service plans, outlining goals, objectives, and appropriate interventions.
- Collaborated with clients to identify and connect them with community resources, such as housing assistance, healthcare, and employment programs.
- Assisted clients in completing necessary documentation and applications for social services and benefits.
- Maintained accurate and confidential client records, documenting assessments, progress, and interventions.
Senior Customer Care Representative
Sunbit
Las Vegas, Nevada
06.2019 - 08.2021
- Responded to customer inquiries via phone, email, and live chat, addressing concerns and providing accurate information.
- Assisted customers in navigating the company’s products and services, resulting in increased sales and customer retention.
- Resolved complex customer issues by collaborating with cross-functional teams, including sales, technical support, and billing.
- Maintained customer databases and updated records with relevant information and interactions.
- Received multiple positive customer feedback and recognition for exceptional service.
Administrative Assistant II
State of Nevada
Las Vegas, Nevada
09.2016 - 03.2019
- Organized meetings by organizing spaces, preparing documentation, and completing meeting notes.
- Handled communications between staff and customers, including producing error-free correspondence and routing all mail
- Updated databases and spreadsheets regularly to track progress
- Trained office staff in use of different equipment and software programs.
Transportation Administrator
Clark County School District
Las Vegas, Nevada
10.2013 - 08.2016
- Accomplished daily and monthly goals through oversight of staff activities.
- Coordinated regular reporting covering transportation operations for internal and external review.
- Prevented excess turnover by engaging, motivating and recognizing employee performance.
- Identified areas in need of improvement by monitoring KPIs
- Boosted profits with continuous improvement strategies focused on eliminating dry routes,optimizing routes and negotiating more favorable contracts.
Education
Associate - Arts
A.A - undefined
Bryant & Stratton
Skills
Excellent verbal and written communication skills
Strong problem-solving and conflict resolution abilities
Proficient in using CRM software and customer support tools
Ability to handle high-pressure situations and manage multiple priorities
Empathy and patience in dealing with diverse customer needs
Ability to maintain confidentiality and handle sensitive information
Additional Information
- AWARDS , Customer achievement award Customer hero Award 100% QA Award Star award
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Intake Case Manager
Conduent
08.2021 - 04.2023
Senior Customer Care Representative
Sunbit
06.2019 - 08.2021
Administrative Assistant II
State of Nevada
09.2016 - 03.2019
Transportation Administrator
Clark County School District
10.2013 - 08.2016
Associate - Arts
A.A - undefined
Bryant & Stratton