VICKI KECK
Jacksonville,AR
Summary
Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets. Responds to customer inquiries with courtesy and professionalism. Skilled at researching information and explaining details. Cheerful and upbeat. Knowledgeable and dedicated customer service professional with extensive experience in the Medicare Advantage industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with client's. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
TTEC Services Corp
09.2016 - Current
- Medicare Advantage Plan sales and service representative
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Restaurant Manager
Burger King
04.2014 - 08.2016
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Correctly calculated inventory and ordered appropriate supplies.
- Reconciled cash and credit card transactions to maintain accurate records.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
Restaurant Manager
US Beef Corporation (ARBY'S)
04.2005 - 04.2014
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Correctly calculated inventory and ordered appropriate supplies.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
Education
High School Diploma -
Jacksonville High School
Jacksonville, ARSkills
- Professional demeanor
- Organized
- Customer Service oriented
- Call center procedures
- Researching
- Data entry
- Problem resolution
- Product sales
- Critical Thinking
- Call center experience
- Problem Resolution
- Product Knowledge
- Documentation
- Research
- Brand representation
- Expedited Appeals submissions
- Sales closing
- Product Sales
- Customer Education
- Prior Authorizations (Medical & prescriptions)
References
- Davina Flowers, Sherwood, AR, (501) 507-9750
- Kelly Epley, Jacksonville, AR, (501) 259-2992
- Antionette McFee, Little Rock, AR, (501) 425-2587
Timeline
Customer Service Representative
TTEC Services Corp
09.2016 - Current
Restaurant Manager
Burger King
04.2014 - 08.2016
Restaurant Manager
US Beef Corporation (ARBY'S)
04.2005 - 04.2014
High School Diploma -
Jacksonville High School
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