KIMMANTHA ROSS
Monroe
Summary
Customer Service Representative with 15+ years of experience in remote call center environments. Strong communication and problem-solving skills, known for reliability, empathy, and results-driven approach in high-pressure situations. Proficient in managing customer interactions, providing effective solutions, and addressing concerns promptly. Skilled in utility billing and account management, experienced in overseeing billing processes, resolving discrepancies, and ensuring accurate financial records. Dedicated healthcare customer service representative with 2 years of relevant experience, adept at communication, team building, and some medical terminology. Excited to bring these skills to your team.
Overview
21
21
years of professional experience
Work History
Remote Customer Service Central Specialist
Capgemini
08.2024 - 01.2025
- My position as a remote customer service rep is to provide expert assistance to clients, address their needs, resolve issues. I was responsible for ensuring high quality service delivery and building positive relationships with customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
Virrtual Personal Assistant
Wade & Wade LLC.
11.2023 - 08.2024
- As a personal assistant I perform clerical duties as answering phone calls, emails, faxing, scheduling meetings and booking travel arrangements as needed. Taking payments for inline orders and phone orders
- Maintained appropriate filing of personal and professional documentation.
- Oversaw personal and professional calendars and coordinated appointments for future events.
Virtual Personal Administrative Assistant
Stewart Transport
01.2023 - 10.2023
- Answered telephones & email, replying to customer & vendor inquiries & issues quickly & effectively. Taking ordes Maintained filing & record keeping systems with efficiency and accuracy. Coordinated general office duties such as filing, faxing & data entry.
Remote Chat Specialist
Tech Mahindra
06.2022 - 01.2023
- RESPONDING ONLINE CUSTOMERS & IDENTIFYING CUSTOMER ISSUES, PROVIDING SOLUTIONS PERFORMING DATA ENTRY, RESOLVING ISSUES QUICKLY. Answered customer questions & resolved concerns quickly to maximize satisfaction. Maintained business records by updating customer information. Answered questions from customers that came in through the company's online chat feature. Used various skills to resolve problems in reasonable amount of time. Monitored customer issues to deliver the best results.
Customer Service Representative II
EVOLVE Healthcare
09.2021 - 09.2022
- Taking inbound calls from health care members, providers, or member representatives concerning health plans & benefits Processing payments, faxing, emailing, updating customer account handle, processing customer complaints ,Processed & assigned ID cards, process enrollment, review eligibility while updating members record in system platforms. Sourced & managed customer retention database & online appointment booking system. Answered questions from customers that came in through the company's phone system.
Call Center Customer Service Specialist
GOW/Nela Utilities
01.2017 - 08.2021
- Answered inbound & made outbound calls to customers. Answered questions customers may have about their bill , also solving any problems customers may have quickly by phone, the email also chat after hours with any issues or questions concerning their account...also filed & faxed scanning documents & processing payments online & face to face Duties also involved Remote from home making inbound & outbound calls sending emails & receiving emails, chat & processed payments, also help with technical support helping customers reset their online accounts. Delivered fast, friendly and knowledgeable service for routine questions & service complaints. Met or exceeded call speed, accuracy & volume benchmarks on consistent basis. Managed high-volume of inbound & outbound customer calls. Documented customer correspondence in CRM to track requests, problems & solutions. Maintained strong call control quickly and efficiently to address problems.
File Room Clerk
JP MORGAN CHASE
10.2014 - 12.2017
- VERIFY AND CORRECTING ERRORS ON MORTGAGE DOCUMENTS, FAXING, FILING, SCANNING, EMAILING ANSWERING PHONES INCOMING AND OUTBOUND CALLS. Delivered high-quality customer service through deep commitment to knowledge and performance. Supported office clerical functions using word processing and other software, email and office machines. Followed confidentiality rules to preserve data quality and protect potential information compromise. Filed correspondence and reports in accordance with corporate classification system. Received and distributed incoming mail, messages and packages to appropriate individuals. Communicated with customers and employees to answer questions or explain information. Filed accurate weekly, monthly, quarterly regulatory paperwork and maintained organization to support smooth audit processes. Updated, filed and retrieved files and documents & Sorted incoming paperwork and filed in employee folders. Maintained inventory of file room supplies such as paper products, stamps, folders and labels. Collected, sorted and distributed incoming mail and packages. Maintained employee files, observing strict data confidentiality procedures.
GUEST REPRESENTATIVE Chat Representative
Residence Inn by Marriott
11.2012 - 12.2014
- Greet guests, take reservations over telephone remote from home as chat agent communicating with customers by chat, emails and phone also operated hotel switchboards processing data entry, balancing cash, taking payments and filing and faxing daily documents. Handled customer service issues by professionally answering customers' questions and inquiries. Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement. Answered questions from customers that came in through the company's online chat feature. Used various skills to resolve problems in reasonable amount of time. Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
Switchboard Operator
LowesHomeImprovement JPMorganChase
09.2003 - 11.2012
- Answered Switch board phone lines, transfer calls accurately managed all files and records, copied and faxed documents, monitored Internet orders, provided exceptional customer service, counted and balanced money in registers, and trained new cashiers. Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service. Alerted staff of emergency information and general announcements using PA system. Completed connections between callers, departments and professionals. Accurately transcribed message details and promptly relayed to appropriate recipients. Provided administrative support to area employees by routing mail, ordering supplies and filing documents.
Education
Diploma -
Neville High School
05.1994
Skills
- Phone etiquette
- Communication skills
- Microsoft Word
- Outbound calling
- Sales
- Data entry
- Time management
- Debits & credits
- Order entry
- Microsoft Excel
- English
- CRM Software
Timeline
Remote Customer Service Central Specialist
Capgemini
08.2024 - 01.2025
Virrtual Personal Assistant
Wade & Wade LLC.
11.2023 - 08.2024
Virtual Personal Administrative Assistant
Stewart Transport
01.2023 - 10.2023
Remote Chat Specialist
Tech Mahindra
06.2022 - 01.2023
Customer Service Representative II
EVOLVE Healthcare
09.2021 - 09.2022
Call Center Customer Service Specialist
GOW/Nela Utilities
01.2017 - 08.2021
File Room Clerk
JP MORGAN CHASE
10.2014 - 12.2017
GUEST REPRESENTATIVE Chat Representative
Residence Inn by Marriott
11.2012 - 12.2014
Switchboard Operator
LowesHomeImprovement JPMorganChase
09.2003 - 11.2012
Diploma -
Neville High School
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