KESA H. LILES

ad490l@r.postjobfree.com

**** ********** **. *********, *.C 28278 704-***-****

Energetic Customer Service Representative with 7+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, increasing customer engagement, and upselling using sales techniques offering upgrades and service add-ons to generate revenue.

EXPERIENCE

10/2018-04/2024

INSIDE SALES REPRESENTATIVE, VERIZON CORPORATE

WE ARE GENERATING AND PROSPECTING ACCOUNTS THAT WILL BE SUPPORTED BY INBOUND ACTIVITY SUPPORTED BY MARKETING OR INTERNAL COMPANY CHANNELS.

MAINTAIN STRONG COMPANY PRODUCT AND SERVICE KNOWLEDGE BETTER TO ASSIST CUSTOMERS WITH CONCERNS, QUESTIONS, AND GENERAL EDUCATION.

ADHERE TO THE CORPORATE RENEWALS POLICY AND PRACTICES AND MEET DEFINED METRICS.

02/2015-10/2018

CUSTOMER SERVICE REPRESENTATIVE, ALORICA

Maintains frequent phone contact with provider representatives, third-party customer service representatives, pharmacy staff, and case managers.

Assists physician office staff and patients to complete and submit all necessary insurance forms and program applications.

Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly.

07/2010-02/2015

Collections Customer Service Representative, Meduit

Keep track of assigned accounts to identify outstanding debts.

Plan a course of action to recover outstanding payments.

Locate and contact debtors to inquire about their payment status.

Negotiate payoff deadlines or payment plans.

Handle questions or complaints, Investigate and resolve discrepancies.

Create trust relationships with debtors, when possible, to avoid future issues

Update account status and database regularly.

Alert superiors of debtors unwilling or unable to pay when necessary.

Comply with requirements when legal action is unavoidable.

EDUCATION

08/1994-06/1997

HIGH SCHOOL DIPLOMA, ANSON HIGH SCHOOL

4.0 GPA

SKILLS

Problem Solving

Critical Thinking

Communications Skills

Organization Skills

Creativity

Responsibility

Empathy

Microsoft

Multi-tasking

Negotiation

Upsells

Collection Specialist

Fraud

Claims

Roadside Assistances

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