Kahlilah Tate
Durham,NC
Summary
Dedicated customer service professional with history of meeting organizational goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Human Services Technician
Durham County Department Of Social Services
11.2019 - Current
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Described procedures, requirements and benefits to clients and interested parties.
- Inputted information and obtained quantitative and qualitative data on client details to provide services requested.
- Interviewed applicants for services and supported application completion as necessary.
- Gathered information via telephone, mail or in person from clients applying for assistance.
- Operated computer and imaging equipment to retrieve and enter data into electronic case records.
- Communicated with people from various cultures and backgrounds on application process.
- Documented all communication with applicants and inputted information into system using NCFast.
- Interviewed applicants and explained scope of different available benefits.
- Inputted all gathered information and researched data on applicants into computer system using NCFast.
Processing Assistant (Call Center)
Durham County Department Of Social Services
01.2015 - 11.2019
- Resolved customer complaints and addressed emergency requests and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered up to 120 incoming calls per day in busy, fast-paced call center.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained staff on operating procedures and company services.
- Effective liaison between customers and internal departments.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Transferred and directed phone calls, guests and mail to correct staff members.
Processing Assistant
Durham County Department Of Social Services
04.2007 - 01.2015
- Determined and recommended methods to address improvement opportunities.
- Developed standard operating procedures and document workflows for current and future process steps.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Operated 10-key calculators, computers, fax machines, copy machines and other office equipment to produce documents.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for Crisis and Medicaid Transportation teams.
- Coached new employees on administrative procedures, company policies and performance standards.
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
- Provided clerical support to Social Workers by copying, faxing and filing documents.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Transferred and directed phone calls, guests and mail to correct staff members.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Kept reception area clean and neat to give visitors positive first impression.
- Drafted agendas, recorded minutes and created documents for meetings.
- Produced highly accurate internal and external letters and memoranda.
- Prepared and distributed team-based communications to foster collaboration and enhance team morale.
Education
GED -
Durham Technical Community College
Durham, NC12.1998
Skills
- Applicant Support and Service
- Document Organization
- Customer Relations
- Critical Thinking
- Social Perceptiveness
- Service-Orientation
- Active Listening
- Professional Telephone Demeanor
- Managing Multiple Tasks
- Microsoft Excel
- Conflict Resolution
- Multi-Line Telephone Operation
- Business Writing
- Customer Service
- SAP
- Excellent Written and Oral Communication
- Portal Systems
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Cultural Awareness
- Policy and Procedure Adherence
Accomplishments
- Graduated from Durham County Leadership Academy-October 2019
Certification
- NC Fast Certification
Timeline
Human Services Technician
Durham County Department Of Social Services
11.2019 - Current
Processing Assistant (Call Center)
Durham County Department Of Social Services
01.2015 - 11.2019
Processing Assistant
Durham County Department Of Social Services
04.2007 - 01.2015
GED -
Durham Technical Community College
- NC Fast Certification
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