Summary
Overview
Work History
Education
Skills
Timeline
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Rockquetta Knight

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

13
13
years of professional experience

Work History

Remote Customer Supervisor Representative

Asurion
06.2020 - Current
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Answered incoming chats online -Also accepted incoming calls from Customer service experts transferring escalated customer s for further explanation,assistance, and resolution.
  • Answered customer inquiries -clarified desired information -researched and explored answers and desired solutions
  • Calculated and communicated deductibles -insurance policies and procedures -administered various billing transactions -credit card payments-sent links for payment-administered refunds -filed claims -cancelled claims -offered assistance through the claims process
  • Executed enrollment process and communicated each step to complete claim processing requirements .
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Customer Service Representative

AT&T
08.2014 - 02.2017
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered incoming calls from At&t wireless customers and retail sale clerks
  • Assisted customers with payments and extensions/payment arrangements
  • Assisted customers with technical concerns by following troubleshooting steps for the customers device
  • Activated service for customers
  • Assisted customers with investigating fraud and updating Profile information

Deposits Representative

USAA Federal Savings Bank
04.2017 - 03.2020
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Answered incoming calls at a high call volume consistently from members banking with USAA .
  • Assisted verified customer with request such as but not limited to transferring funds -adding and removing internal members to and from accounts -ordering convenience and teller/official checks .
  • Assisted customers with setting up online access- reset customers online information per request such as online id password and pin .
  • Updated profiles and customer information such as address and name changes due to marriage divorce etc.
  • Filed work items, Disputes, and complaints
  • Ordered/cancelled Debit cards -increased and decreased limits per customer request
  • Stopped payments on checks -reported and investigated fraud per customer request
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Learned and followed all organizational policies and procedures to maintain safe and professional working environments.

Doctor Customer Service Representative

CareFirst BCBS
07.2011 - 04.2014
  • Received incoming calls in a extremely high call volume call center
  • Filed claims -researched added and deleted billing codes for Doctors and their assistants
  • Edited business letters -to assist in completing the billing process
  • Delivered information for billing through fax -emails -and calls
  • Collected, recorded and maintained patient medical history, reports and examination results.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained a 99.9 per cent availability rate for incoming customers
  • Developed customer service policies and procedures to meet and exceed industry service standards.

Education

GED -

Prince George's Community College
Upper Marlboro, MD

Skills

  • Training and mentoring
  • Goal-Oriented
  • Complex Problem-Solving
  • Strategic Planning
  • Multi task
  • Self Motivated
  • Detail Oriented
  • Well Spoken
  • Great Time Management Skills
  • People Person
  • Fast Learner
  • Highly Adaptable and able to excel in High call volume customer call center enviroment

Timeline

Remote Customer Supervisor Representative

Asurion
06.2020 - Current

Deposits Representative

USAA Federal Savings Bank
04.2017 - 03.2020

Customer Service Representative

AT&T
08.2014 - 02.2017

Doctor Customer Service Representative

CareFirst BCBS
07.2011 - 04.2014

GED -

Prince George's Community College
Rockquetta Knight