Krishele Wilson
Mulberry,FL
Summary
Attentive Customer Service Manager well-versed in handling member issues to boost satisfaction and accomplish sales and service objectives. Skillful in managing routine member requirements, company standards and successful customer service techniques. Talented relationship-builder and analytical problem-solver. To include, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Member Service Supervisor
Welldyne
10.2022 - Current
- Respond in prompt, professional and courteous manner to member questions regarding placement of order and/or status of order
- Provide customer support; referring complex issues or questions to appropriate support staff of needed
- Trained in processing, orders and inquires for general or specific queues, to include; Health Partners, Rightway, Alpha
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Updated system information with customer and plan details, payments or other relevant information.
- Directed floor operations in busy center handling 50+ daily inquiries.
- Answered member questions regarding enrollment, claims, benefits, referrals and pre-authorizations.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Investigated problems and discrepancies to resolve issues with renewals and member benefits delivery.
- Completed training and worked effectively under high-pressure client services environment.
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
Cashier Lead/Trainer Assistant
Conns Homeplus
07.2021 - 10.2021
- Take payment information and other required information such as addresses and phone numbers for customer checkout
- Answers incoming customer calls and greets customers and assists with any customer issues or questions
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
- Resolved escalated customer disputes with special actions such as discounts.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Helped management develop employee improvement plans and motivate team members to continually improve.
- Maintained and updated security protocols for front desk operations.
Inside Sales Representative
Education Dynamics
01.2020 - 04.2021
- Assisted individuals who are seeking more information about furthering their education
- Effectively met and exceeded metrics given by Ultimate Medical Academy- tampa, fl
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Worked closely with other departments to promote products and marketing campaigns.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Contributed to team objectives in fast-paced environment.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Set and achieved company defined sales goals.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Maintained current knowledge of evolving changes in marketplace.
- Manage over 50 customer calls per day. To include escalations.
Admissions Representative
Ultimate Medical Academy Online Operations
10.2019 - 01.2021
- Complete paperwork and online forms timely, accurately and according to policies and procedures
- When appropriate, refer students to financial aid or specialized teams (military services, disability services, etc.), customer service representative/ sales
- Explained admissions procedures and courses offered to potential students.
- Reviewed admissions applications to check students' eligibility for acceptance.
- Collaborated with various departmental staff to organize activities, presentations and meetings for potential enrollees.
- Obtained updated contact information from all subjects and verified data for accuracy.
- Devised and implemented effective interviewing techniques and strategies to identify best candidates for each position.
- Delivered information from script regarding surveys for on-demand phone project assignment.
- Utilized data-driven tracking system and recruitment processes to find optimal candidates for interviews and employment opportunities.
- Get to know prospective students' interests, backgrounds, challenges, and goals to guide them in deciding if UMA was right.
- Maximized enrollment working closely with students and parents to boost conversion rates of prospective students to 80%
Education
Clinical Medical Assistant Certificate - Medical Assisting
Meditech Institute - Online
Arizona City, AZ05.2020
High School Diploma 3.75 GPA -
Hardee Senior High School
Wauchula, FL06.2012
Skills
- Microsoft Office
- CPR certified
- Bilingual- ASL
- Vitals
- Client Services Quality Control
- Call Center Operations
- POS Transactions
- Member Retention
- CSR Systems
- Issue and Complaint Resolution
- Billing Adjustments and Refunds
- Membership Inquiries and Renewals
- Calm and Professional Under Pressure
- First-Tier Technical Support
- Customer Retention Strategies
- Call Volume and Quality Metrics
- POS Systems and Ordering Platforms
Languages
American Sign Language
Full Professional
Timeline
Member Service Supervisor
Welldyne
10.2022 - Current
Cashier Lead/Trainer Assistant
Conns Homeplus
07.2021 - 10.2021
Inside Sales Representative
Education Dynamics
01.2020 - 04.2021
Admissions Representative
Ultimate Medical Academy Online Operations
10.2019 - 01.2021
Clinical Medical Assistant Certificate - Medical Assisting
Meditech Institute - Online
High School Diploma 3.75 GPA -
Hardee Senior High School
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