Kyetra Brown
Kingwood
Summary
Dependable and hard-working Customer Service Professional with over fifteen years of diverse experience across industries including entertainment, healthcare, finance, and consumer products. Known for exceptional communication, sales, and interpersonal skills, thriving in both independent and team-oriented high-volume environments. A self-starter equipped with strong planning, organizational, and motivational abilities, consistently delivering results through effective problem-solving and prioritization. Proficient in technology with a typing speed of 40 WPM, ensuring efficiency in all tasks.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
PFS Financial Services
Houston, TX
02.2025 - Current
- Handled 50-100 calls per day in a call center environment.
- Resolved customer inquiries through multiple communication channels, enhancing overall satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Member Service Representative
Welby Financial
Pearland, TX
08.2024 - 01.2025
- Fielded 50-100 calls a day in a call center environment.
- Verified customer identification and documentation for compliant transactions.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Processed member transactions with accuracy, ensuring compliance with financial regulations.
- Educated members on product offerings, enhancing their understanding and engagement.
- Collaborated with team to streamline service processes, improving overall efficiency.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
Customer Service Representative
VANTAGE ACCEPTANCE
Woodland Hills, CA
01.2018 - 01.2023
- Answer on average 50 calls/day from existing customers and provide timely resolutions to all customer issues and concerns.
- Average 30 outbound calls a day to customers to present settlement agreements and provide monthly updates on the status of their program.
- Process mail batches as they are assigned from Management.
- Assist customers with payment adjustments, and skipping of drafts and due date changes.
- Answer customer emails and upload customer correspondence via desk tickets.
- Gather and process data for pay off estimates, Itemizations, and Breakdown of funds to submit to customers per there requests.
- A Debt Management company whose main goal is to bring debt relief to customers who are drowning in debt.
Administrative Assistant Bariatric
WEST MEDICAL
Tarzana, CA
01.2017 - 01.2018
- Assisted Bariatric Manager with various office duties such as faxing, filing and copying.
- Follow up calls to new and existing patients, to confirm if they are moving forward with Bariatric surgeries, and giving pre-op requirement updates.
- Made follow up calls to Primary care Physicians on behalf of patients, to confirm receipt of faxes, and to obtain pre-op reports and medical results for patients.
- Answered inbound calls from patients, and made outbound calls to patients, to answer general questions relating to procedures.
- Scanned and filed documents.
- A leading weight loss and Varicose Vein treatment center designed to assist customers who are struggling with reaching their weight loss targets by offering various surgical and non surgical weight loss treatments, various laser, injection and surgical treatments to help with symptomatic and cosmetic vein disorders.
Patient Communications Specialist
WEST MEDICAL
Tarzana, CA
01.2016 - 01.2017
- Scheduled new and existing patients for weight loss and Varicose Vein Consultations.
- Sent insurance verification for approvals and gave patient the results over the phone.
- Transferred patients to other departments as needed.
- Fielded 40-50 calls a day.
- A leading weight loss and Varicose Vein treatment center designed to assist customers who are struggling with reaching their weight loss targets by offering various surgical and non surgical weight loss treatments, various laser, injection and surgical treatments to help with symptomatic and cosmetic vein disorders.
Customer Service Lead
OUTLOOK AMUSEMENTS
Burbank, CA
01.2014 - 01.2016
- Assisted Supervisor and supported, mentored and coached a staff of fourteen Customer Service Representatives (CSR) in a call center operations environment.
- Managed, resolved and responded to all CSR escalated customer issue calls requiring assistance beyond their experience or expertise.
- Investigated, clarified, analyzed and provided resolution to all customer driven issues identifying cause and selecting/implementing solutions.
- Monitored and evaluated Automated Call Distribution (ACD) system ensuring all customer calls were answered and CSR schedules were followed.
- Conducted customer retention and 'win back' projects resulting in maintaining and increasing potential revenue streams.
- Monitored and reported any tech issues that impacted call center operations.
- Gathered and analyzed call center operations data and prepared reports used by management for statistical reviews.
- A fast-growing entertainment company specializing in advice based products and services.
Customer Service Representative
OUTLOOK AMUSEMENTS
Burbank, CA
01.2012 - 01.2014
- Answered on average 100 calls/day from existing and potential customers consisting of account initiation, updates, records maintenance, payments and resource connection providing a 'premier' level of customer service.
- Exceeded department 'up-sale' goals by 50% while consistently meeting all quality assurance guidelines and policies.
- Expeditiously answered all calls and provided timely resolutions to all customer issues and concerns.
- Participated in customer 'win-back' projects periodically as required.
- A fast-growing entertainment company specializing in advice based products and services.
Education
AA - General Education
College of The Canyons
Valencia, CA06.1997
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Computer proficiency
- Complaint handling
Timeline
Customer Service Representative
PFS Financial Services
02.2025 - Current
Member Service Representative
Welby Financial
08.2024 - 01.2025
Customer Service Representative
VANTAGE ACCEPTANCE
01.2018 - 01.2023
Administrative Assistant Bariatric
WEST MEDICAL
01.2017 - 01.2018
Patient Communications Specialist
WEST MEDICAL
01.2016 - 01.2017
Customer Service Lead
OUTLOOK AMUSEMENTS
01.2014 - 01.2016
Customer Service Representative
OUTLOOK AMUSEMENTS
01.2012 - 01.2014
AA - General Education
College of The Canyons