Summary
Overview
Work History
Education
Skills
Timeline
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Kortney Bailey

Fairburn,GA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

8
8
years of professional experience

Work History

Medical Customer Service Representative

Mckesson
04.2023 - 01.2024
  • Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution, and medical care.
  • Responded proactively and positively to rapid change.
  • Coordinated with clinical staff to ensure seamless handling of prescription refills, test results, and referral authorizations.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Helped customers order prescriptions.
  • Helped customers with re-enrollment applications.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Call Center Representative

Alorica
03.2021 - 02.2022
  • Utilized remote access tools when necessary to diagnose problems quickly, minimizing downtime for clients'' systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Researched product and issue resolution tactics to address customer concerns.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Balanced multiple priorities simultaneously while providing effective technical assistance over the phone or via chat support channels.
  • Maintained a high first-call resolution rate through active listening, problem-solving skills, and in-depth product knowledge.
  • Collaborated with team members to ensure consistent, high-quality support for all callers.

Call Center Representative

Alta Resources
09.2019 - 03.2021
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Cross-trained and provided backup support for organizational leadership.

Fuel Clerk

Kroger
08.2017 - 06.2019
  • Operated cash register to record transactions accurately and efficiently.
  • Cleaned up gas and other spills in accordance with spill procedures.
  • Managed effective communication with suppliers for timely delivery scheduling during peak hours or special events, avoiding stockouts or delays for customers.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Resolved customer complaints professionally, maintaining high levels of customer satisfaction.

Cashier

Arbys Resturant
07.2016 - 07.2017
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
  • Processed refunds and exchanges in accordance with company policy.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Stocked, tagged and displayed merchandise as required.

Education

GED -

Florida Youth Challenge Academy
Augusta,GA
08.2016

Skills

  • Estimating
  • Issue and Complaint Resolution
  • Customer Retention Strategies
  • Recordkeeping strengths
  • Order and Refund Processing
  • Telephone Etiquette Mastery
  • Complaint Investigation
  • Understanding Customer Needs
  • Administrative and Office Support
  • Multi-Line Phone Systems
  • Computer Skills
  • Customer Relationship Building
  • Service Upselling
  • Calm Under Pressure
  • Insurance verifying

Timeline

Medical Customer Service Representative

Mckesson
04.2023 - 01.2024

Call Center Representative

Alorica
03.2021 - 02.2022

Call Center Representative

Alta Resources
09.2019 - 03.2021

Fuel Clerk

Kroger
08.2017 - 06.2019

Cashier

Arbys Resturant
07.2016 - 07.2017

GED -

Florida Youth Challenge Academy

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Kortney Bailey