Cameishea Roy
Houston,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in various industries. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
12
12
years of professional experience
Work History
Federal Student Aid Representative
FH Cann and Associates (Contract Position)
04.2024 - 12.2024
- Respond to an average of 50-70 inbound customer inquiries daily, achieving a 80% customer satisfaction rating based on post-call surveys.
- Resolve 90% of client issues within the first contact, maintaining a First Contact Resolution (FCR) rate of 90%+ and meeting key performance indicators (KPIs) for efficient issue resolution.
- Process account updates, assist with FAFSA-related questions, and provide guidance on federal student aid programs, achieving a 98% accuracy rate in data entry and account management.
- Meet or exceed service level agreements (SLAs) by answering 95% of calls within the designated time frame, contributing to a 15% improvement in call center efficiency.
- Maintain a high-quality standard of service by adhering to company policies and procedures, ensuring compliance and minimizing error rates to less than 2%.
- Achieved a personal call resolution time (AHT) of 5 minutes or less, improving overall department response times by 20% and enhancing customer experience.
Eligibility Technician
Denver Human Services
02.2023 - 05.2023
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Communicated with people from various cultures and backgrounds on the application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Processed 50-60 public assistance applications daily (cash, food, Medicaid), ensuring 95% accuracy rate in eligibility determination.
- Conducted interviews and verified documentation, ensuring compliance with state and federal regulations.
Customer Service Representative
Allura USA
06.2022 - 11.2022
- Managed a portfolio of client accounts, ensuring accurate order entry and timely processing in SAP, improving customer satisfaction by 25%.
- Coordinated with manufacturing, office, and sales teams (Salesforce) to resolve customer issues within 24 hours, maintaining a 98% customer satisfaction rate.
- Handled vendor-managed inventory, ensuring product availability and on-time delivery for all client orders.
- Processed customer orders efficiently, achieving a 20% reduction in order processing time by optimizing workflows.
- Regularly reviewed customer feedback and implemented proactive solutions, improving customer retention rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Work Order Management Processor
Centerpoint Energy
03.2015 - 04.2022
- Processed 100+ gas leak work orders weekly, ensuring accurate and timely data entry in SAP and GIS, maintaining a 98% data accuracy rate.
- Validated and updated records for gas distribution facilities, supporting company-wide operations with accurate and traceable information.
- Managed field communication, ensuring the seamless execution of 150+ work orders each month by providing timely updates and clarifications to field operations.
- Utilized GIS and SAP to analyze construction maps, reducing work order discrepancies by 15%.
- Contributed to a 10% increase in work order processing efficiency by streamlining data entry procedures and implementing best practices.
Customer Service Representative
Just Energy
01.2013 - 03.2015
- Enrolled an average of 30 new customers daily, ensuring a smooth onboarding process and a high satisfaction rate for new residential electric service customers.
- Resolved 50-75 customer inquiries daily, achieving an 85% satisfaction score by delivering timely and effective solutions.
- Reduced resolution time for complex billing issues by 15% through improved data analysis, process adjustments, and proactive issue identification.
- Processed and verified customer payments and set up payment arrangements for over 200 customers, improving collections and reducing payment delays by 15%.
- Educated customers on electric meter readings, resulting in a 20% decrease in related service inquiries.
Education
High School Diploma -
Thomas Jefferson High School
Denver, COSkills
- Microsoft Office Suite SAP ArcGIS
- Data Entry & Gathering
- Process Improvement & Efficiency
- Team Collaboration & Communication
- Complaint resolution
- Scheduling
- Task prioritization
- Customer support
- Client relationship building
- Cross-selling
- Records management
- Contract negotiation expertise
Timeline
Federal Student Aid Representative
FH Cann and Associates (Contract Position)
04.2024 - 12.2024
Eligibility Technician
Denver Human Services
02.2023 - 05.2023
Customer Service Representative
Allura USA
06.2022 - 11.2022
Work Order Management Processor
Centerpoint Energy
03.2015 - 04.2022
Customer Service Representative
Just Energy
01.2013 - 03.2015
High School Diploma -
Thomas Jefferson High School
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