Summary
Overview
Work History
Education
Skills
Timeline
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Sekena Anthony Allen

Albany,GA

Summary

Dynamic customer service professional with extensive experience at Teleperformance, recognized for enhancing customer satisfaction through active listening and critical thinking. Proven ability to manage high call volumes while achieving performance metrics. Skilled in data entry and CRM systems, consistently resolving issues and building rapport to foster loyalty.

Overview

2026
2026
years of professional experience

Work History

Customer Service Representative

Teleperformance
  • 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.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.

Customer Care Representative

Acess2care
06.2022 - Current
  • 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.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.

Customer Service Cashier

PetSupermarket
02.2019 - 05.2022
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Met customer service goals and exceeded customer expectations.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
  • Answered product questions using knowledge of sales and store promotions.
  • Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
  • Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
  • Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
  • Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
  • Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
  • Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
  • Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.
  • Provided exceptional customer service, addressing inquiries and resolving issues promptly.
  • Enhanced customer experience by providing prompt and accurate transactions.

Intake Coordinator

Grace Recovery Center
09.2019 - 04.2020
  • Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
  • Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
  • Reduced errors in patient data entry with thorough verification processes and attention to detail.
  • Completed intake assessment forms and filed clients' charts.
  • Collaborated with healthcare professionals to ensure patients received appropriate services and resources.
  • Contributed to a positive work environment through effective teamwork and open communication among colleagues.
  • Enhanced patient satisfaction with timely and accurate information during the intake process.
  • Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
  • Expedited critical cases through close coordination with clinical teams, reducing wait times for essential services.
  • Resolved issues related to insurance authorizations or medical necessity quickly, minimizing delays in service provision.
  • Enhanced office productivity by handling high volume of callers per day.
  • Established rapport with patients through empathetic listening skills and providing relevant information regarding their care plans.
  • Managed high-volume caseloads efficiently while maintaining strong attention to detail throughout each case''s progression.
  • Implemented best practices in record-keeping as per organizational standards, ensuring accuracy across all documents.

Education

High School Diploma - Engineering Mechanics

Miami Central Senior High School
Miami, FL
06.1997

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Call center experience
  • Microsoft Excel
  • Customer satisfaction measurement
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Product knowledge
  • Appointment scheduling
  • Order processing
  • Microsoft Office Suite
  • Data collection
  • De-escalation techniques
  • Building rapport
  • Clerical support
  • Filing
  • Dispute resolution
  • Product and service solutions
  • Coordination
  • Order fulfillment
  • Reading comprehension
  • Office equipment proficiency
  • Proofreading
  • Service standard compliance

Timeline

Customer Care Representative

Acess2care
06.2022 - Current

Intake Coordinator

Grace Recovery Center
09.2019 - 04.2020

Customer Service Cashier

PetSupermarket
02.2019 - 05.2022

Customer Service Representative

Teleperformance

High School Diploma - Engineering Mechanics

Miami Central Senior High School

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Sekena Anthony Allen