Ti’Kyra Burke
Montgomery,AL
Summary
Dynamic professional with extensive experience in customer service at Alorica, excelling in problem-solving and conflict resolution. Proven track record of enhancing customer satisfaction through effective issue resolution and data entry. Adept at managing high-volume calls while maintaining accuracy and efficiency, contributing to improved first-call resolution rates.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Alorica
Montgomery, AL
04.2024 - Current
- Managed high-volume inbound calls, providing exceptional customer service and resolving inquiries effectively.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Analyzed customer feedback to identify trends and recommend process enhancements.
- Handled escalated calls, employing conflict resolution skills to achieve satisfactory outcomes for customers.
- Demonstrated adaptability by managing changing priorities in a fast-paced call center environment.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Benefits Specialist
Cigna
Montgomery, AL
01.2021 - 07.2023
- Administered employee benefits programs, ensuring compliance with company policies and regulations.
- Collaborated with HR to conduct new hire orientations, educating employees on benefits options and enrollment procedures.
- Processed benefits enrollment and changes, maintaining accurate records in internal systems for auditing purposes.
- Assisted in resolving employee inquiries regarding benefits, providing timely and accurate information to enhance satisfaction.
- Monitored claims processing for accuracy, working closely with vendors to address discrepancies promptly.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Checked employees' benefits enrollment for accuracy and inputted all data into Software.
- Conducted annual open enrollment sessions to ensure employees were well-informed about their options and plan changes.
- Gathered information about each position and related occupation with employee interviews, field observations, and industry research.
CNA
Jackson Hospital and Clinic
06.2019 - 07.2023
- Provided direct patient care, assisting with daily living activities and ensuring comfort.
- Monitored vital signs, documenting changes and reporting to nursing staff promptly.
- Assisted in maintaining a clean and safe environment for patients, adhering to infection control protocols.
- Supported mobility by aiding patients with ambulation and transfers using proper techniques.
- Trained new nursing assistants on procedures, enhancing team efficiency and patient care quality.
- Collaborated with healthcare team to develop and implement individualized care plans for patients.
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Team Leader
Academy Sports Outdoors
Prattville, AL
01.2019 - 07.2021
- Supervised team operations to ensure optimal performance and adherence to company standards.
- Trained new employees on product knowledge and customer service best practices.
- Coordinated scheduling to optimize staff coverage during peak hours.
- Implemented inventory management practices to reduce stock discrepancies.
- Conducted regular team meetings to align goals and discuss operational improvements.
- Resolved customer inquiries and complaints promptly, enhancing overall satisfaction.
- Assisted in maintaining a clean and organized sales floor environment for customers.
- Monitored daily sales performance, identifying areas for improvement and action plans.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Education
Associate Of General Studies -
Cornerstone Christian
Atlanta, GASkills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Resolving issues
- Inbound phone calls
- Call control
- Answering questions
- Complaint resolution
- Appointment scheduling
- Payment processing
- Gathering information
Timeline
Call Center Representative
Alorica
04.2024 - Current
Benefits Specialist
Cigna
01.2021 - 07.2023
CNA
Jackson Hospital and Clinic
06.2019 - 07.2023
Team Leader
Academy Sports Outdoors
01.2019 - 07.2021
Associate Of General Studies -
Cornerstone Christian