Ketsia Teganyi
Duluth
Summary
Results-driven Customer Service Representative with 3 years of experience enhancing team growth and profitability through effective leadership and persuasive sales strategies. Skilled in fostering strong relationships between clients and management using superior communication and interpersonal skills. Experienced Administrative Assistant with a focus on research, documentation, and organization, dedicated to improving business performance and completing assignments under tight deadlines.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Ford
Dearborn
01.2023 - 10.2023
- Facilitated software updates and troubleshooting to ensure smooth customer experiences.
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Resolved customer inquiries regarding vehicle features and technical issues.
- Engaged with customers to clarify technical issues and enhance overall satisfaction.
- Escalated complex cases to senior technicians for advanced support.
- Collaborated with engineering teams to address recurring product issues.
- Maintained knowledge of Ford products and industry trends through ongoing training.
- Provided training to new team members on best practices and tools.
- Used remote login tools to assist clients with technical and product questions.
Program Specialist
COVANCE LABORATORIES, a LabCorp Company
Princeton
08.2021 - 12.2021
- Identified issues and implemented solutions to support program participants.
- Analyzed program effectiveness to optimize workflows.
- Coordinated scheduling and ensured quality standards to effectively inform and engage audiences.
- Organized and updated records daily to maintain accuracy and accessibility.
- Facilitated smooth communication between team members, project directors and customers.
- Informed customers about their medications.
- Analyzed their plans and which insurance plans they have.
- Maintained outbound calls and follow up activities
Program Specialist
United Way Gwinnett county
Lawrenceville
02.2021 - 09.2021
- Enhanced program operations by integrating feedback from employees, managers, and consumers.
- Identified issues and developed solutions to support program participants.
- Analyzed program effectiveness to optimize workflows.
- Partnered with program management on recommendations, process improvements and corrective action plans.
- Maintained knowledge of program procedures to ensure nonprofit compliance and accurate tax filing.
- Answer calls and provide correct information about home assistance program.
- Verify customers' s applications and assist them with questions/concerns.
Customer Service Representative
DeltaDental
Alpharetta
10.2020 - 07.2021
- Acknowledged and resolved customer complaints, enhancing customer satisfaction and loyalty.
- Consulted with customers to resolve service and billing issues, ensuring timely solutions and customer retention.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answer calls and customer's questions
- Explain billing and payment methods
- Delivered information about company offerings, aiding customers in informed decision-making.
- Conducted proactive customer outreach to enhance engagement.
- Collecting and analyzing customer feedback
- Upheld quality control policies and procedures to increase customer satisfaction.
- Configured customer accounts for new users, ensuring proper access and functionality.
Customer Service Representative
Coca-Cola
Atlanta
07.2020 - 05.2021
- Fielded customer complaints and queries, expediting resolutions to enhance customer experience.
- Answered customer questions and addressed concerns, decreasing customer complaints and increasing satisfaction.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Relayed customer feedback to cross-functional teams, driving improvements in products and services.
- Answered inbound calls, chats and emails to facilitate customer service.
The Secretary/Receptionist
The Cohen Home
Johns Creek
06.2019 - 08.2020
- Serves Visitors by greeting, welcoming, and directing them appropriately
- Direct visitors by maintaining employee and department directories
- Operates telecommunication systems by following manufacturer’s instructions for house phone and console operation.
- Coordinated appointment scheduling by managing calendars and confirming times with clients to ensure efficient use of time.
- Provided administrative support to team members by making copies, sending faxes, organizing documents, and rearranging schedules to facilitate workflow.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
Education
Associate of Science - Engineering
Georgia State University
Atlanta, GA05-2020
Skills
- Technical troubleshooting
- Help Desk Software
- Remote Troubleshooting
- Incident Management
- User Onboarding
- Service support
- Customer Satisfaction
- Database Management
- Data Entry/Analysis
- Microsoft Office Suite
- Service Optimization
- Problem solving
- Active listening
- Verbal and written communication
- Self-motivated
- Management
- Program coordination
- Bilingual (French)
Languages
- French
- Spanish
- Swahili
Certification
- CPR certificate, Red Cross - 2021
Timeline
Technical Support Representative
Ford
01.2023 - 10.2023
Program Specialist
COVANCE LABORATORIES, a LabCorp Company
08.2021 - 12.2021
Program Specialist
United Way Gwinnett county
02.2021 - 09.2021
Customer Service Representative
DeltaDental
10.2020 - 07.2021
Customer Service Representative
Coca-Cola
07.2020 - 05.2021
The Secretary/Receptionist
The Cohen Home
06.2019 - 08.2020
Associate of Science - Engineering
Georgia State University