TREKEILYA L. GIBSON
Tampa,FL
Summary
Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Overview
5
5
years of professional experience
Work History
Senior Contact Center Representative
Epiq
Hybrid
06.2023 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
Amazon Flex Delivery Driver
Amazon
08.2022 - Current
- Handle, organize, and secure packages with utmost care.
- Accomplish a 100% on-time delivery rate within strict time constraints.
- Demonstrate exceptional customer service skills to appropriately represent the company.
Billing and Collections Specialist
Termix
Work From Home
04.2020 - 08.2022
- Strengthened client relations through clear communication and prompt resolution of disputes.
- Enhanced department productivity with streamlined processes for managing high-volume accounts.
- Achieved consistently high call quality scores by adhering to company guidelines and demonstrating exceptional communication skills.
- Negotiated payment arrangements, resulting in increased revenue recovery for the organization.
Daycare Teacher's Assistant
LG Learning Express
02.2022 - 07.2022
- Assisted lead teachers in developing and implementing age-appropriate lesson plans.
- Supported daily classroom activities, fostering a safe and engaging learning environment.
- Monitored children's progress and development, providing feedback to parents and educators.
- Implemented behavior management strategies, promoting positive interactions among children.
Education
High School Diploma -
Armwood High School
Seffner, FLSkills
- Call handling
- Complaint resolution
- Building rapport
- Remote Office Setting
- Verbal and written communication
- Data entry
- Customer service Excellence
- Payment processing
- Customer account updates
- HIPAA compliance
- Billing procedures
- Goals and performance
- Insurance verification
- Claims processing
- Follow-up skills
- Inbound/ Outbound Calling
- Product knowledge
- Computer proficiency
- Record maintenance
- Claims follow-up
- Chat support
- Escalation management
- Dispute resolution
- Typing speed
- Microsoft Suite
- Document control
- Performance metrics
- Call handling techniques
References
Available Upon Request
Timeline
Senior Contact Center Representative
Epiq
06.2023 - Current
Amazon Flex Delivery Driver
Amazon
08.2022 - Current
Daycare Teacher's Assistant
LG Learning Express
02.2022 - 07.2022
Billing and Collections Specialist
Termix
04.2020 - 08.2022
High School Diploma -
Armwood High School