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Customer Service Representative

April 14, 2016

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Kalieah M. Mullin

Customer Service Representative

**** **** ****** # **** **** Worth, Texas 76111 816-***-****


Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.


●Skilled in call center operations

●Customer service award

●Customer interface expertise

●Active Listening Skills

●Team Player



●Microsoft Office, Word, and Excel


●Data Entry

●Adheres to customer service procedures

●Avaya Software knowledge

●Familiarity with Key Performance Indicators (KPIs)

●High Call Volume


First American Payment Systems, Fort Worth, TX 08-2015 to 02-2016

Merchant Service Rep.

●Answered a constant flow of merchant calls, up to 75-85 calls daily.

●Defused volatile customer situations calmly and courteously.

●Addressed and resolved merchants product complaints empathetically and professionally.

●Resolved service, pricing and technical problems for customers by asking clear and specific questions.

●Accurately documented, researched and resolved customer service issues.

●Mastered troubleshooting 4 of 7 the terminals that we operated.

Quest Diagnostics, Lenexa, KS 01-2015 to 07-2015

Client Service Rep.

●Managed high call volume (100+ calls daily) with tact and professionalism.

●Accurately documented, researched and resolved customer service issues.

●Referred unresolved customer grievances to designated departments for further investigation.

●Provided lab results to healthcare professionals.

●Checked faxes throughout the day for failed faxes.

Allied Staffing, Lenexa, KS 02-2014 to 11-2014

Customer Service Rep.

●Effectively placed 100 + outbound calls daily to healthcare professionals to work Health & Wellness Events.

●Scheduled on average 30 Health & Wellness Events weekly.

●Effectively managed a high-volume of inbound (85-100)and outbound (65)customer calls a day regarding payday loans.

●Gathered and verified all required customer information for tracking purposes.

●Managed online payday loans inquires.

CVS Caremark, Lenexa, KS 03-2013 to 10-2013

Patient Service Rep.

●Managed over 85+ customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

●Verified patients insurance benefits.

●Placed orders for those patients enrolled in the mail order program.

●Updated patient’s accounts as needed.

US Bank, Overland Park, KS 08-2012 to 01-2013

Service Advisor

●High call volume call center averaging over 100 inbound calls a day.

●Addressed customers complaints and concerns.

●Generated credit cards to be mailed.

●Processed requests for credit limit increases.

US Oncology, Overland Park, KS 11-2010 to 07-2012

Benefit Investigator/Reimbursement Counselor II

●Accurately data entered 150 patient assistance applications daily.

●Gathered and verified all required documentation.

●Managed all incoming and outgoing mail.

●Developed a detailed list of all medications, which included both dosing and strength, to ensure the ordering process was done accurate.

●Trained new employees how to become more efficient to ensure increased productivity.

●Verified patients insurance benefits.

●Submitted requests for PA's.


Everest College, Kansas City, MO. Medical Assistant Diploma November 2013

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