Keonda Tucker
Winston-Salem,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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
1
1
Certification
Work History
Customer Service Representative
Insight Global
High Point, NC
06.2023 - Current
- Responds to benefits inquiries from managers and employees on plan provisions, benefits enrollments, status changes and other general inquiries.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Randstad
Winston-Salem, North Carolina
10.2020 - 11.2022
- Ensures the accuracy of all benefits enrollments in the HRIS to provide vendors with accurate eligibility information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
Dietary Aide/ Customer Relations
Forsyth Medical Center
Winston-Salem, NC
03.2016 - 08.2021
- Communicate with your patients with eye contact and smile.
- Improved patient satisfaction by providing high-quality meals tailored to their dietary needs and preferences.
- Assisted in the preparation of nutritious meals for patients with various medical conditions and dietary restrictions.
- Enhanced kitchen efficiency by maintaining a clean and organized workspace, ensuring timely meal production and delivery.
- Collaborated with healthcare professionals to develop individualized meal plans based on patient needs, resulting in better health outcomes.
- Streamlined meal assembly processes for faster service without compromising quality or accuracy.
- Provided exceptional customer service to patients and their families, addressing concerns and answering questions about dietary guidelines and restrictions.
- Participated in ongoing training programs to stay current on best practices in nutrition support services and foodservice operations.
- Supported fellow team members during peak times by assisting with tasks such as dishwashing and restocking supplies, fostering a collaborative work environment.
- Identified opportunities for process improvements within the kitchen to increase productivity while maintaining high standards of quality control.
- Maintained accurate records of patient meal orders to ensure appropriate distribution of meals according to individual requirements.
- Assisted in maintaining dry storage areas and handling unpacking, dating, and rotating of food and non-food supplies as directed.
- Greeted customers and answered inquiries regarding menu items and specials.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Housekeeping
Forsyth Medical Center
Winston-Salem, NC
04.2015 - 03.2016
- Clean signed patient rooms and support areas.
- Performed general housekeeping duties by washing tables and chairs, putting away chairs and properly placing toys in cubbies.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Verified proper posting and good condition of sanitation and housekeeping signage as indicated by company policy, industry standards and regulatory requirements.
- Enhanced customer satisfaction by providing timely and efficient service to patrons.
- Assisted in maintaining a clean and safe environment for both customers and coworkers.
- Contributed to team success by effectively communicating with colleagues and management.
- Handled high-pressure situations with professionalism, ensuring customer needs were met promptly.
- Provided exceptional customer service, resulting in numerous positive feedback from clients.
Education
High school diploma -
Brittain Academy
Skills
- Analysis skills
- Food Service
- Communications
- Kitchen Experience
- Windows
- Cleaning
- Hospitality (5 years)
- Dietary Aide Experience
- Housekeeping
- Communication skills
- Data entry
- English
- Hotel experience
- Janitorial experience
- Phone etiquette
- Guest services
- Time management
- Senior care
- Serving
- Cash register
- Data Entry
- Complaint resolution
- Product Knowledge
- Call Management
- Appointment Scheduling
- Paperwork Processing
- Prioritization
- Customer Relations
- Minute Taking
- Coordination
- Complaint Handling
- Product and service solutions
- Order Processing
- Store maintenance
- Record preparation
- Technical Support
- Recordkeeping strengths
- Call triaging
- Microsoft Excel
- Call Center Operations
- Project management abilities
- Account Management
- Computer Proficiency
- Client Relations
- Call center experience
- Problem-solving abilities
- Sales expertise
Certification
Driver's License
Timeline
Customer Service Representative
Insight Global
06.2023 - Current
Customer Service Representative
Randstad
10.2020 - 11.2022
Dietary Aide/ Customer Relations
Forsyth Medical Center
03.2016 - 08.2021
Housekeeping
Forsyth Medical Center
04.2015 - 03.2016
High school diploma -
Brittain Academy