Customer Service Representative

KH

KIARA HICKS

***********@*****.*** Conyers GA

Vdart Inc.

TotalReach LLC

Call Center Group

Customer Service

Appointment Scheduling

IT Support

Organization

Team Viewer

Time Management

CustomerService

ExcellenceServiceDesk

Support

Online Chat Support

Help Desk Support

Microsoft Windows/Offices

Tracking and Documentation

Data Management

Zoom

Hive

Slack

Provided accurate information about products, prices and services. Followed established policies and procedures while providing excellent customer service.

Engaged in active listening with callers to confirm or clarify information and diffuse anger.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Performed quality assurance checks on all customer support tickets handled.

Conducted follow-up calls to ensure customer satisfaction. Performed administrative duties such as data entry, filing, and document preparation.

Created detailed offer plans and tracked progress of each offer against goals.

Participated in brainstorming sessions to generate ideas on how to better serve customers.

Resolved escalated customer issues or complaints within established timelines.

Conducted outbound calls to existing clients to promote company's products and services.

Manage large amounts of incoming calls

Provide accurate, valid and complete information by using the right methods/tools

Keep records of customer interactions, process customer accounts and file documents

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Customer Support Rep

2022-2023

Customer Support Rep

2020-2022

Remote Claims Rep

2018-2020

Skills

Summary

Experience

Dynata Global

MCI Communications

IT Management - Software & Databases

Georgetown High School Georgetown, SC

3.0 GPA

Georgia Piedmont Technical College Clarkston, GA Design And Media Production Technology

Follow communication procedures, guidelines and policies Performed account maintenance activities such as updating client information in databases.

Documented all conversations with customers in CRM software according to company standards.

Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.

Identified potential fraud indicators during the review process and reported suspicious activity accordingly.

Responded promptly to all incoming requests for assistance from customers.

Assisted in scheduling, rescheduling, and canceling appointments for patients.

Maintained accurate records of patient appointments in computer system. Performed follow up calls to confirm scheduled appointments. Generated daily reports on the number of booked, canceled, rescheduled appointments.

Conducted outbound calls to remind patients of upcoming appointments. Provided clear instructions to patients regarding their upcoming visits. Managed a high volume of emails related to appointment scheduling requests.

Inputted patient data into the electronic health record system. Resolved customer complaints in a professional manner. Greeted customers in a professional and courteous manner. Tracked interviews progress of surveys and maintained accurate records of Developed strong relationships with customers through effective communication skills.

Managed high-volume of outbound customer calls.

Coded and inputted survey results accurately to maintain data integrity. High School Diploma

06/2016

Virtual Call Center Agent

2015-2016

Remote Vaccine Hotline Support Rep

2016-2018

Certifications

Education and Training

Contact this candidate