Customer Service Representative

Khiasjah Combs

*************@*****.*** 404-***-**** Dallas, GA

SUMMARY

Seasoned Customer Service Representative with 3 years of experience seeking a Sr Customer Service Representative role. Excelled at E*trade/Morgan Stanley, enhancing customer satisfaction and leading team performance feedback. Skilled in issue resolution, cross-functional collaboration, and maintaining high service standards. WORK EXPERIENCE

Kaiser Permanente Remote

Customer Service Rep Oct 2023 - Jun 2024

• Addressed and resolved patient inquiries, providing high-quality service by managing accounts, processing billing adjustments, and coordinating with healthcare providers to ensure customer satisfaction at Kaiser Permanente. E*trade/ Morgan Stanley Remote

Sr. Customer Service Rep Dec 2021 - Aug 2023

• Fostered constructive relationships with clients and colleagues, enhancing team collaboration and client satisfaction.

• Conducted regular evaluations of customer service operations, offering feedback to improve staff performance.

• Addressed customer inquiries via phone and digital channels, adhering to response deadlines to elevate service quality.

• Managed service desk ticketing system, ensuring efficient issue tracking and prompt resolution to maintain compliance with regulatory standards.

AT&T Remote

Chat Investigator Oct 2020 - Jun 2021

• Conducted thorough analyses of chat interactions to detect policy violations, examining user behavior and chat logs to ascertain the veracity of reported incidents.

• Collaborated with Trust & Safety, Legal, and Product teams to resolve escalated issues, ensuring adherence to company protocols.

• Documented investigative outcomes, compiling detailed reports for management review, and curated a case history database to inform best practices.

Trust & Safety Intern Sep 2020 - Oct 2020

• Monitored user activity and content, identifying and addressing potential safety risks to maintain platform integrity.

• Managed user inquiries, responding to concerns, and escalating safety and policy violation issues as necessary.

• Contributed to the development and implementation of user safety enhancement strategies in collaboration with the Trust & Safety team.

Oklahoma Unemployment

Data Entry/Help Desk Representative Feb 2020 - Aug 2020

• Assisted customers through various communication channels, ensuring effective resolution of inquiries and accurate management of order processing.

• Conducted thorough review of customer representative-generated orders to guarantee precision and completion, enhancing overall service quality.

• Updated and maintained the integrity of customer databases by meticulously entering new information and revising existing account details.

EDUCATION

Georgia Highlands College

Bachelor of Arts, Business

South Paulding High School

High School Diploma

SKILLS

Strong Understanding of Trust & Safety Principles and Practices. • Proficient in Conducting Investigations, Analyzing Data, and Producing Detailed Reports. • Excellent Communication Skills, Both Written and Verbal, for Effectively Handling Sensitive User Interactions. • Ability to Prioritize and Handle Critical Incidents With a Calm and Composed Approach. • Familiarity With Relevant Legal and Regulatory Guidelines Related to User Safety and Data Protection.

• Knowledge of Chat Investigation Tools and Software. • Highly Adaptable and Able to Work in a Fast-Paced and Dynamic Environment. • Claims Review • 55 WPM Typing Speed • CRM Software • Excel/Google Sheets • Notating Customer Accounts • Information Verification • Data Entry / Data Driven • Customer Service

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