Customer Service Representative

KENDRA HEMPHILL

Columbia, South Carolina, *****, US • 803-***-**** • ***************@*****.***

Skills

Customer ServiceClient Support

Customer AnalysisPublic Relations

CRM softwareExcellent communication and interpersonal skills Google SuiteProblem-solve and think critically.

CollaborationCompliance Document Review

Conflict ResolutionComputer Networking

Budgeting and PlanningInbound and Outbound call

Professional Summary

Customer service team member who is dedicated to providing exceptional service and support to maximize customer satisfaction. Building trust with customers to promote satisfaction, resolve concerns, and maintain long-term loyalty is a proven track record. Knowledgeable of providing great customer service to the standards, with a strong ability to remember product and service information in order to resolve issues effectively.

Education

Diploma - 2007

Northwestern High School - Rock Hill, SC

Work History

Customer Service Representative- November 2023 to April 2024

Robert Half

High call volume

Inbound and Outbound calls

Troubleshooting

Assisted customers with placing orders along with returns

Assisted with complaints

Assisted customer with accounts

Verified customer information

Customer Service Specialist - August 2020 to January, 2023

GoHealth L.L.C. - Charlotte, NC

Performed company administrative duties clerical: Analyzed customer entries in company data base, providing additional information, developing potential solutions, and ensure high-quality service.

Verified customer details and requested additional information. Provide great customer service when customer requested additional information. Walked customers through the process and answered any general questions about what the company needs. Checked documentation for appropriate information, catching errors and making revisions.

Assisted customers on a daily via chat, email along with inbound and outbound calls.

Customer Service Agent - March, 2019 to June, 2020

iQor - Charlotte, NC

Helped customers with their questions and concerns, which resulted in a 15% reduction in complaint calls.

Looked at customer account information to figure out what was wrong and how to fix it. Provided each customer with a high level of service and support, paving the way for future business opportunities.

Talked to customers to figure out the best ways to solve service and billing issues.

Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations. Kept track of requests, problems, and solutions by documenting conversations with customers.

Customer Support Representative - February, 2016 to July, 2018

Aetna - Charlotte, NC

•Assisted customers and vendors with orders, returns, and complaints.

•Resolved customer issues and complaints in a timely and effective manner

•Provided low effort and easy policy servicing experience to members via inbound and outbound phone calls, chat, and email

•Responded to client inquiries maintaining documentation of communication noting existing issues and issue resolutions• Processed orders and returns efficiently and accurately

•Researched and resolved customer complaints/issues assigned through customer service database, phone, email & web with minimal supervision

•Contributed to the development and implementation of customer service policies and procedures

Additional Information

H I G H L I G H T S O F A C H I E V E M E N T S :

Successfully implemented a new customer service system that resulted in a 25% increase in customer satisfaction and a 10% increase in retention rates. Developed and implemented a customer feedback program that resulted in a 15% increase in customer loyalty and a 10% increase in sales. Resolved a high-profile customer issue that had the potential to damage the company's reputation, resulting in a positive outcome for both the customer and the company

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