Kisha Durham

Customer Service Representantive - Convergys

Chattanooga, TN 37415

ac4pr7@r.postjobfree.com - 423-***-****

Skilled in providing high quality customer service and committed to addressing customer concerns with speed, accuracy and professionalism. Resourceful call center customer service representative who consistently meets

and exceeds productivity goals. Customer-focused Representative with a proven capacity to troubleshoot issues

to ensure customer satisfaction. Customer Service Representative who maintains a high level of professionalism,

patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. WORK EXPERIENCE

Customer Service Representantive

Convergys - Chattanooga, TN -

August 2007 to Present

Developed effective relationships with all call center departments through clear communication. Ran reports and supplied data to fulfill customer report requirements. Worked with upper management to ensure appropriate

changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported product issues. Formulated and enforced Service Center policies, procedures and quality assurance measures. Assisted with the development of the call center quality and training processes. Trained staff on how to improve customer interactions. Customer Service/Claims Adjuster Processor

Cigna Healthcare - Chattanooga, TN -

September 2001 to July 2007

Tracked the progress of all outstanding claims. Entered numerical data ino databases in a timely and accurate manner. Scanned documentation and entered into databases. Reviewed medical records. Accurately documented, researched amd resolved customer service issues. Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. EDUCATION

Associate of Applied Science in Business Management and Human Resources Chattanooga State Community College - Chattanooga, TN 2009

High School Diploma

Soddy Daisy High School - Daisy, TN

2001

SKILLS

Call center management (Less than 1 year), customer account (Less than 1 year), Customer Service (10+ years), RECEPTIONIST (10+ years), RETAIL SALES (10+ years) ADDITIONAL INFORMATION

Skills

High customer service standards Strong problem solving ability Employee relations specialist Troubleshooting skills Service solutions expert Telecommunications knowledge Call center management experience Proficient in customer account software Dedicated to process improvement