Customer Service Support Specialist
Resume:
Takia Kenney
Customer Support Specialist
Arlington, VA 22203
ad5m4t@r.postjobfree.com
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Cashier/Customer Service
Qwick - Arlington, VA
Present
• Continuously provide outstanding customer service Customer Service Representative
The Bowen Group - Arlington, VA
January 2024 to April 2024
• Assist callers with their concerns
• Provide outstanding customer service
• Connect callers to the correct department
• Take callers reports
Concierge
InterSolutions, LLC - Washington, DC
May 2023 to November 2023
• Provide outstanding customer service
• Assist residents with access to the property
• Assist guests with signing into building
Customer Support Specialist
ATHENA Consulting
January 2021 to February 2022
Addressed requests from individuals requesting to be vaccinated and assisted them in scheduling appointments
• Collaborated with cross-functional teams to address customer concerns and improve processes
• Participated in regular team meetings to discuss customer trends, share best practices, and implement process improvements
• Consistently met or exceeded monthly performance targets, including call resolution times and customer satisfaction ratings
Customer Service Representative
Kaiser Permanente - Fairfax, VA
September 2020 to January 2021
Assisted patients in navigating the Kaiser Permanente website and online portals to access medical records, schedule appointments, and manage prescriptions
• Documented patient interactions and maintained detailed records in the CRM system, adhering to HIPAA regulations and confidentiality guidelines
• Participated in training sessions to stay updated on healthcare policies, insurance plans, and industry trends
Client Support Specialist
Allied Telecom Group - Arlington, VA
January 2020 to June 2020
Handled customer calls and assisted customers with password resets, making payments, and updating invoice and contract information
• Escalated complex technical issues to the appropriate teams for further investigation and resolution
• Consistently met or exceeded monthly performance targets, including call resolution times and customer satisfaction ratings
Enrollment Specialist
Herndon, VA
July 2019 to October 2019
Managed the enrollment process for new and returning students, ensuring compliance with district policies and state regulations
• Conducted enrollment meetings with families to explain the enrollment process, school programs, and services
• Collaborated with school administrators and staff to coordinate enrollment activities and resolve enrollment-related issues
Customer Service Analyst
K4 Solutions - Vienna, VA
October 2017 to March 2019
Developed and implemented strategies to enhance customer service operations, such as process improvements, training initiatives, and service level agreements
• Collaborated with cross-functional teams, including customer service representatives, supervisors, and IT personnel, to implement recommended changes and monitor their effectiveness
• Conducted regular quality assurance checks to monitor customer service interactions and identify areas for improvement
• Met or exceeded performance targets, including call handling times, customer satisfaction ratings, and resolution rates
Customer Service Representative
AppleOne Employment Services - Reston, VA
August 2015 to October 2017
• Processed applications and assisting customers with questions and technical support
• Handled emails, inbound calls, and outbound calls to manage customer accounts
• Resolved customer issues by identifying the root cause of the problem and finding effective solutions
• Maintained a high level of product and service knowledge to effectively assist customers and provide appropriate recommendations
• Strong team player with the ability to collaborate with cross-functional teams to resolve customer issues and improve processes
Education
Associate's degree in Education
Germanna Community College - Fredericksburg, VA
2008 to 2010
High school diploma
T.C. Williams High School - Alexandria, VA
1998 to 2001
Skills
• Excellent communication skills (verbal and written)
• Proficient in customer service software and CRM systems
• Ability to multitask and prioritize effectively
• Detail-oriented and organized
• Exceptional organizational skills
• Excellent communication skills
• Team player and collaborator
• Strong problem-solving and conflict-resolution abilities
• Presentation Skills
• Computer Networking
• Quality Assurance
• Desktop Support
• Customer service
• Help Desk
• Sales
• Time management
• Cash register
• Account management
• Customer support
• Dispatching
• English
• Medical office experience
• Medical terminology
• Financial services
• Caregiving
• Property management
• Property leasing
• Fair Housing regulations
• Negotiation
• Outside sales
• B2B sales
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