Kenyonna Smith
Conyers
Summary
Motivated and dedicated professional with 9+ years of expertise in customer service and client management. Proven track record of success in organization and independent thinking. Demonstrates expert insight and proficiency. Skilled and collaborative team player with experience in supporting daily operations.
Overview
15
15
years of professional experience
Work History
Support Service specialist - Chat & Email
Peachtree Comprehensive Health
01.2022 - Current
- Provided real time customer assistance through live chat, addressing inquiries, troubleshooting issues, and offering product information
- Achieved 95% customer satisfaction rating through prompt and effective problem solving
- Maintained detailed chat records and documentation of customer interactions, ensuring accuracy and compliance with company policies
- Collaborated with cross-functional teams to resolve complex customer issues and escalate technical problems when necessary
- Assisted in the development of standardized responses and knowledge base articles to enhance chat
- Managing three customers at a time using Sales force and Citrix
- Developed exemplary writing skills through continued correspondence with upwards of 50 customers per day
Customer Support Specialist
Children's Hospital of Atlanta
01.2019 - 01.2022
- Enhanced customer satisfaction by efficiently addressing and resolving web chat inquiries & emails
- Streamlined response times for better customer experience with well-organized canned responses
- Reduced wait times for customers by quickly connecting them to the appropriate department or representative
- Supported fellow teammates during peak hours providing guidance, fostering a collaborative work environment
- Handled a high volume of emails and chats on a day-to-day basis
- Ensured the department's productivity standards were exceeded
- Entered all information into the computer system for future records
- Maintained accountability to team, work, and schedule
Customer Support Representative
Maxim Healthcare
01.2017 - 01.2019
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical records
- Secured patient information and confidential medical records in compliance with HIPPA privacy rule standards to protects patient privacy
- Performed patient scheduling and registration functions to serve as initial contact for medical office visits
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry task
- Providing excellent customer service by promptly answering patient inquiries
- Assisted with open enrollment and midyear changes handling over 50+ calls on a day-to-day basis
- Proficient navigation through assigned systems to complete established tasks
- Assisted customers via email and Chat
Customer Service Agent
AT&T
01.2010 - 01.2013
- Utilized scripts and job aids to answer questions as instructed
- Navigated through multiple screens to address all inquiries
- Provided troubleshooting of any issues and demonstrated ability to work independently
- Proactively propose improvements and feedback in processes and ways of working to management
- Ensured accurate data entry of information into system for easy follow up
Education
High School Diploma -
GASkills
- Microsoft Office
- Conflict Resolution
- Google Drive
- Problem Solving
- Real Estate
- Typing 35wpm
- High Call Volume
- Customer Service
- Client Relations
- Dispatch
- Professional Development
- Communication Skills
- Call Center
- Time Management
- Sales
- Team Player
- Chat & Email
Timeline
Support Service specialist - Chat & Email
Peachtree Comprehensive Health
01.2022 - Current
Customer Support Specialist
Children's Hospital of Atlanta
01.2019 - 01.2022
Customer Support Representative
Maxim Healthcare
01.2017 - 01.2019
Customer Service Agent
AT&T
01.2010 - 01.2013