Kiniyah Wilcher
Valdosta,GA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
1
1
Certification
5
5
years of post-secondary education
5
5
years of professional experience
Work History
Customer Service Representative (Remote)
Alorica
Valdosta, GA
06.2024 - 04.2026
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Proactively identified trends in customer inquiries, recommending solutions to enhance service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Trained new staff on best practices for customer engagement and support tools.
- Maintained detailed records of customer interactions, ensuring compliance with company policies
Customer Service Representative
Teleperformance
09.2022 - 03.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers and expedited resolutions for concerns.
- Resolved customer complaints using effective communication and problem-solving skills.
- Managed customer interactions and tracked satisfaction using customer service software to enhance service quality.
- Updated account information to maintain customer records.
- Participated in training sessions to develop skills and knowledge of services offered.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Direct Support Professional
ResCare Community Live
Valdosta, GA
09.2021 - 07.2022
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Administered medication according to physician instructions.
- Monitored progress and documented patient health status changes to keep care team updated.
- Performed routine check-ins to assess client well-being and progress report for each client.
- Built and maintained rapport with clients and families, fostering trust and enhancing caregiver relationships.
- Managed sensitive information to maintain client trust and confidentiality.
- Provided emotional support and encouragement to enhance client well-being.
- Educated new staff on best practices for patient care on best practices for client support and safety procedures.
Education
Bachelor of Arts - Interdisciplinary Studies
Valdosta State University
Valdosta, GA 08.2017 - 07.2022
High School Diploma -
Jefferson County High School
Louisville, GASkills
- Customer support
- Customer Engagement
- Customer Needs Assessment
- Conflict Resolution
- Crisis Management
- Empathetic support
- Client Support
- Service Coordination
- Data Tracking
- Record Keeping
- Customer Documentation
- Privacy Regulations
- Customer Information Access
- Service Industry
- EMR Systems
Certification
CPR and First Aid
Timeline
Customer Service Representative (Remote)
Alorica
06.2024 - 04.2026
Customer Service Representative
Teleperformance
09.2022 - 03.2023
Direct Support Professional
ResCare Community Live
09.2021 - 07.2022
Bachelor of Arts - Interdisciplinary Studies
Valdosta State University
08.2017 - 07.2022
High School Diploma -
Jefferson County High School