Assembly Line Worker

Kee-Wanna Walker

**** *********, *******, ** ***** - 248-***-**** - Email: **************@*****.***

Objective:

To obtain a challenging position in which I am given the opportunity to play a direct role in the unlimited growth and success of a solid organization.

Employment:

Delta Dental, Farmington Hills, MI 10/2015-present

Customer Service Advisor

•Research inquires by accessing the claims processing system and other informational sources.

•Respond to customer/group and provider questions through telephone contact and/or written communication, such as mail using proper etiquette, grammar and punctuation.

•Make corrections to claims and eligibility.

•Review subscriber’s coverage to determine type and level of benefits.

Aerotek Staffing Agency via PSI Contact Center - Southfield, MI 4/2015-10/2015

Quality Assurance Specialist (contract)

•Enhanced employee’s performance by creating an effective coaching program which includes Quality forms and definitions.

•Coached Customer Service Representatives to achieve a high level of proficiency and understanding of internal processes and procedures.

•Monitored (5) teams of 10-16 representative’s performance by conducting daily quality audits, side by side monitoring as well as remote monitoring for quality to ensure they maintain a high level of productivity.

•Reviewed and interpreted all follow-up activities for all areas of operation.

•Assisted with writing and maintain policies & procedures for all assigned areas of operations.

•Assisted with the development of training materials and training of operational team members.

•Assisted with special projects and other duties as assigned.

VW Credit, Inc. /Audi Financial Services Auburn Hills, MI 5/2012-2/2015

Sales & Service Customer Consultant (Assistant Supervisor)

•Enhanced employee performance by creating and administering effective coaching and training programs such as Workshops. This included creating training materials, modules and job-aids.

•Assisted with New Hire onboarding and training for a high volume call center.

•Provided clear and effective information to a team of 40+ representatives regarding processes and procedures and how to de-escalate a customer concerns.

•Monitored a team of 9-12 representatives’ performance by conducting monthly audits, side by sides and remote monitoring for quality and their key performance indicators to ensure representatives maintain a high level of productivity.

•Developed and delivered face to face coaching and performance plans which included crucial conversations.

•Provided Supervisor/Leadership with monthly audit report on performance for 40+ Sales and Service Reps; which identified coaching and future training opportunities.

•Trained, coached, and mentored representatives to achieve a high level of proficiency and understanding of End of Term processes and procedures as a subject manner expert.

•Liaison between the Sales and Service Team, the car manufactory, the dealerships and other business areas to ensure customer and dealer issues are resolved in a timely and efficient manner.

•Diffused and resolved escalated customer concerns regarding service failures including working with the customer attorney for a satisfactory resolution.

•Handled escalated accounts and exercise independent judgment when granting goodwill and approving exceptions outside normal VCI practices and policies.

•Point of contact for customer correspondence including inquiries from the state Attorney General, Better Business Bureau, Executive Relations and CFPB complaints.

•Participated in system testing and enhancements to support future system deployments and provide feedback to Leadership.

•Collaborated with Credit Analysts to determine possible exceptions for high risk credit applications.

•Responsible for managing 40+ million dollar End-of-Term inventory to ensure satisfactory vehicle disposition while maintaining optimal asset protection. Including making the final decision on all requests for the recovery assignment for End of Term past maturity vehicles from 9-12 representatives to assure minimal losses for the company and adherence to department guidelines.

VW Credit, Inc. /Audi Financial Services Auburn Hills, MI 5/2011-5/2012

Proactive Sales and Service Representative – Outbound Team

•Advocated for the customer and the dealer while protecting the interests of VW Credit, Inc. while preserving the brand standards on a high volume inbound/outbound call center team.

•Implemented innovative ways to increase employee morale and monthly stats.

•Developed and implemented team tips which increased Organizational Awareness for my peers.

•Partnered successfully with Asset Management to produce positive outcome on locating and recovering Past Maturity Vehicles.

•Developed team incentives which motivated staff and resulted in an overall increase in performance.

•Assisted customers in arranging off-lease vehicle purchases, including up selling Vehicle Protection Plans and other ancillary products.

•Explained vehicle inspection, early termination, lease extensions and/or turn-in process to our End of Term customers.

•Managed customer and dealer expectation as it relate to follow-ups.

•Processed payments for lease extension and final invoices.

•Negotiated Final invoice disputes.

•Addressed customer concerns regarding service failures.

TTi Global Rochester Hills, MI 4/2010-5/2011

VW Credit, Inc. / Audi Financial Services- Sales and Service Representative (contract)

•Assisted customers in arranging off-lease vehicle purchases, including up selling Vehicle Protection Plans and other ancillary products in a high volume incoming call center.

•Explained vehicle inspection, early termination, lease extensions and/or turn-n process.

•Advised customers of their end-of-lease options.

•Met customer and dealer promise as it relate to follow-ups.

•Processed payments for lease extension and final invoices.

Comcast Sterling Heights, MI 09/2008-10/2009

Customer Account Executive/ Collections and Sales

•Provided inbound telephone support to customers experiencing technical difficulties

•Worked delinquent accounts and set up payment arrangements with customers to restore service.

•Researched status of installation and service calls in order to resolve customer complaints; researched misapplied payments, billing and service adjustments.

•Entered trouble calls and dispatched a field technician for issues that couldn't be resolved over the phone.

•Initiated upgrades of current service and sold products and services.

•Communicated with customers in order to respond to billing questions; resolves service concerns; provides rate and programming information.

•Explained customer billing in detail to give customers a clear understanding of charges.

•Entered account information into billing system in order to accurately execute customer orders, schedule installs and trouble calls, and document customer accounts on a daily basis.

Budco/Kelly Services Highland Park, MI 03/2008 - 10/2008

Dependent Insurance Auditor

•Answered calls in a high call volume call center. Assisted employees with documents they need to submit.

•Answered question regarding their health care benefits.

•Audited records in order to determine if the employee dependents were eligible for coverage.

Indian Lace Fronts/E-Commerce, Southfield, MI 03/2005-02/2008

Customer Service Supervisor

•Supervised up to 20 employees at any given time, in a small call center environment.

•Handled customer complaints on a supervisor call line.

•Hired and developed new associates.

•Conducted training and seminars.

•Monitored, coach and provided daily, weekly and monthly feedback on performance against required individual goals.

•Assessed my team to make sure we met our Key Performance Indicators.

•Monitored schedule adherence and attendance.

•Approved payroll for my team of representatives.

•Spearheaded relationships with numerous clients and vendors to win their business.

•Processed any performance plans and coached to their developmental needs.

•Data entry of orders.

Verizon Wireless, Southfield, MI 06/2000-10/2005

Senior Tier II Help Desk Coordinator /Customer Care Representative

•Served as Technical support for internal and external customers (voice and data) for high volume inbound call center while logging network issues that couldn't be resolved during the call.

•Assisted as a Trainer/Quality Assurance capacity for an 8 month special project.

•Coached representatives with a “witness” application for call monitoring.

•Coached to opportunities based on our Quality Objectives.

•Facilitated new processes and promotional programs.

•Took supervisor calls in an escalation queue.

•Worked delinquent accounts and set up payment arrangements with customers.

•Retention specialist as well as assessing needs and promoting alternative products and services.

•Processed credit checks for new service

Kelly Services/Express, Troy, MI 5/1997-06/2000

Collections & Customer Service Representatives

American Blinds and Wallpaper- Ann Arbor, MI 8/97-06/98

Customer Service Representative/Sales

Sports Authority- Dearborn, MI 8/95-08/97

Lead Customer Service Representative/Front-end Supervisor

Holiday Market- Royal Oak, MI 7/93-08/95

Head Cashier/Lead Customer Service Representative

Computer Skills: Advanced in SAP based programs such as Remarketing and Oracle based programs such as Leasepak, proficient in Microsoft Word, Excel, Power Point, Windows XP, Oracle & Outlook, Payroll system Z-pay, Peachtree, QuickBooks and Fiserv 5.0. Type 85 wpm with over 10k KPM.

Education:

University of Phoenix-Computer Science/Business

Oakland Community College-Computer Science/Business Administration

Specialized Training:

Toastmaster International – Competent Leadership Certificate 2014

Managing your Professional Image – 2 day course by Lynda Group 2013

Crucial Conversations - 2 day course by VitalSmarts 2012

Executive Presentations - 2 day course by The Newman Group 2012

Affiliations:

Toastmaster International – Remarketing Rhetoricians Chapter, Auburn Hills

Sargent of Arms 10/2014-02/2015

Vice President of Membership 03/2012-10/2014

•Led educational orientation for 5-10 new members quarterly.

•Delivered prepared and extemporaneous speeches to a room of 20+ members and guest.

•Trained groups of 15-30 officers and members on leadership roles and public speaking skills.

•Oversaw program requirements for new membership.

•Facilitated monthly officer meetings.

Reference:

Available upon request

Contact this candidate