Summary
Overview
Work History
Skills
Timeline
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Keasia Wilson

Marietta

Summary

Communication skills and a proven track record of exceeding sales targets. Detail-oriented individual with a strong background in resolving customer complaints and providing exceptional service. Highly motivated professional with a positive attitude and a dedication to delivering top-notch customer support. Skilled customer service representative with a passion for problem-solving and a commitment to ensuring customer satisfaction.

Overview

11
11
years of professional experience

Work History

Tier 1 iOS Advisor

Kelly Connect
06.2023 - 02.2024
  • Experience in integrating third-party libraries and APIs.
  • Proven ability to optimize app performance and troubleshoot technical issues.
  • Collaborated with cross-functional teams to deliver high-quality products on schedule.
  • Strong understanding of iOS development best practices and design patterns.
  • Excellent communication and problem-solving skills in a fast-paced development environment.
  • Remote

Customer Care Advocate

Floor and Decor
02.2022 - 06.2023
  • Provided exceptional customer service and support via phone, email, and chat.
  • Resolved customer inquiries and issues in a professional and efficient manner.
  • Managed and maintained customer accounts and profiles with accuracy and attention to detail.
  • Collaborated with cross-functional teams to improve overall customer satisfaction and experience.
  • Demonstrated strong communication skills and empathy when dealing with customer concerns.
  • Utilized CRM software to track and document customer interactions and resolutions.
  • Participated in training sessions to continuously enhance product knowledge and customer service skills.
  • Received positive feedback and recognition from supervisors and customers for exceeding expectations.

Customer Care Representative

Asurion
06.2021 - 01.2022
  • Managed customer inquiries via phone, email, and chat, resolving issues and providing support.
  • Maintained accurate customer records and documentation in CRM database.
  • Managed customer accounts and resolved billing inquiries through phone and email communication.
  • Handled high volume of incoming calls from customers to assist with account inquiries and resolve billing discrepancies.
  • Utilized CRM software to track customer interactions and maintain detailed records of customer care activities.
  • Assisted customers with setting up payment plans and resolving billing disputes in a professional and efficient manner.
  • Analyzed customer feedback to identify areas for improvement in billing processes and implemented solutions to enhance customer satisfaction.
  • Remote

Specialized Lab Cleaner

Controlled I
06.2020 - 06.2021
  • Managed and maintained cleanliness of specialized laboratory equipment and workspaces.
  • Followed strict protocols and safety measures to ensure a sterile work environment.
  • Performed regular deep cleaning and disinfection of laboratory surfaces and equipment.
  • Utilized specialized cleaning agents and techniques to effectively remove biohazardous materials.
  • Collaborated with lab staff to coordinate cleaning schedules and priorities.
  • Monitored inventory of cleaning supplies and equipment, ensuring adequate stock levels.
  • Provided assistance with waste disposal and hazardous material handling as needed.
  • Demonstrated attention to detail and thoroughness in all cleaning tasks.

Customer Service Representative

Automobile Acceptance
03.2018 - 06.2020
  • Cash handling and financial management skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Sales experience meeting and exceeding targets.
  • Handled customer inquiries and complaints in a professional manner.
  • Resolved customer issues in a timely and efficient manner.
  • Maintained a high level of customer satisfaction through effective communication and problem-solving skills.

Service Dispatcher

Cobb Parkway Locksmith
02.2016 - 03.2018
  • Managed incoming service requests and dispatching technicians efficiently.
  • Coordinated schedules for service appointments and ensured timely completion.
  • Maintained accurate records of customer information and service history.
  • Provided exceptional customer service and addressed inquiries and concerns.
  • Worked collaboratively with service team to prioritize and assign tasks.
  • Utilized software systems to track service orders and monitor progress.
  • Trained new employees on dispatch procedures and customer service protocols.
  • Identified and resolved scheduling conflicts to optimize service delivery.

Patient Service Representative

Benevis
04.2013 - 02.2016
  • Managed patient inquiries and scheduled appointments in a fast-paced medical office setting.
  • Completed insurance verification and obtained prior authorizations for medical procedures.
  • Utilized electronic health records to update patient information and medical histories.
  • Collaborated with healthcare providers to ensure accurate billing and reimbursement processes.
  • Assisted patients with financial assistance programs and coordinated referral services.
  • Maintained patient confidentiality and adhered to HIPAA regulations at all times.
  • Provided excellent customer service by addressing patient concerns and resolving issues effectively.
  • Trained new staff members on office procedures and patient interaction protocols.

Skills

  • Communication
  • Problem-solving
  • Empathy
  • Patience
  • Conflict resolution
  • Time management
  • Adaptability
  • Product knowledge
  • Active listening
  • Customer satisfaction
  • Customer service
  • Organization
  • Interpersonal skills
  • Medical terminology
  • LANGUAGES
  • English

Timeline

Tier 1 iOS Advisor

Kelly Connect
06.2023 - 02.2024

Customer Care Advocate

Floor and Decor
02.2022 - 06.2023

Customer Care Representative

Asurion
06.2021 - 01.2022

Specialized Lab Cleaner

Controlled I
06.2020 - 06.2021

Customer Service Representative

Automobile Acceptance
03.2018 - 06.2020

Service Dispatcher

Cobb Parkway Locksmith
02.2016 - 03.2018

Patient Service Representative

Benevis
04.2013 - 02.2016

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Keasia Wilson