Summary
Overview
Work History
Education
Skills
Timeline
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Kyerra Matlock

Tampa,FL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Everise- Humana
01.2022 - Current
  • Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Analyzed and researched systemic issues, making recommendations for prompt resolution.

Technical Support Representative

Computer Generated Solutions, Toshiba
09.2017 - 11.2021
  • Assisted customers with identifying and resolving technical issues
  • Managed support requests using internal ticketing systems
  • Responded to high call volumes and provided technical support across systems
  • Collaborated with supervisors on escalated customer inquiries.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

Customer Service Representative

Sequium Asset Solutions
10.2015 - 09.2021
  • Managed recovery operations for credit card, auto, and cable industries
  • Achieved performance metrics, earning monthly bonuses as a third-party collector
  • Handled 100+ inbound/outbound calls daily, efficiently resolving concerns
  • Escalated significant issues to supervisors for resolution.
  • 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.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.

Education

High School Diploma -

Novi High School
Novi, MI

Skills

  • Microsoft 365
  • Active Directory
  • Jira
  • Excel
  • Oracle
  • Zoho
  • IOS
  • MacOS
  • Call center operations
  • Technical troubleshooting
  • High-volume call handling
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Call center experience

Timeline

Customer Service Representative

Everise- Humana
01.2022 - Current

Technical Support Representative

Computer Generated Solutions, Toshiba
09.2017 - 11.2021

Customer Service Representative

Sequium Asset Solutions
10.2015 - 09.2021

High School Diploma -

Novi High School

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Kyerra Matlock