Kywia Chester
Summary
Positive, upbeat, and detail-oriented with passion for delivering exceptional customer service and support in remote setting. Possesses strong communication and problem-solving skills, along with proficiency in using computer systems and managing multiple tasks effectively. Dedicated to enhancing customer experiences and contributing to team success through diligent and efficient work.
Overview
3
3
years of professional experience
Work History
Inbound Contact Representative
Humana
03.2023 - 01.2025
- Adjusted communication strategies to facilitate mutual understanding across varied contexts.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Built lasting relationships with clients through effective communication and attentive service.
- Guided customers through troubleshooting processes with patience and understanding, ultimately resolving technical issues quickly and efficiently.
- Demonstrated empathy when addressing sensitive situations, creating trust between the company and clientele.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Care Representative
AT&T
01.2022 - 03.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
Education
Associate Of Business Administration - Business Administration And Management
Nova Southeastern University
Davie, FL05.2023
Skills
- Empathy and patience
- Data entry proficiency
- Assertiveness
- Problem-solving skills
- Call center customer service
- Resolving issues
- Customer communications
- Inbound phone calls
- Customer support
- Communicating with clients
- Product knowledge
- Technical troubleshooting
- Customer relationship management
- Appointment scheduling
- Documentation and report
- Quality assurance
- Performance improvement
- Product upselling
- Typing speed
- Phone etiquette
- Call handling
- Computer skills
- Understanding customer needs
- Calm and professional under pressure
- Microsoft office
- Teamwork and collaboration
- Time management
- Attention to detail
- Flexible and adaptable
- Multitasking
- Excellent communication
- Critical thinking
- Organizational skills
- Active listening
- Decision-making
- Verbal communication
Timeline
Inbound Contact Representative
Humana
03.2023 - 01.2025
Customer Care Representative
AT&T
01.2022 - 03.2023
Associate Of Business Administration - Business Administration And Management
Nova Southeastern University
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