Summary
Overview
Work History
Education
Skills
Timeline
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KYRA UDENSI

Baton Rouge

Summary

Dynamic customer service professional with a proven track record at CVS Health Corporation, excelling in complaint resolution and customer satisfaction. Skilled in CRM software and effective communication, I consistently achieved high metrics while fostering strong customer relationships. My empathetic approach and analytical problem-solving abilities drive exceptional service outcomes.

Overview

14
14
years of professional experience

Work History

Customer Service Representative Remote

CVS HEALTH CORPORATION
08.2022 - Current
  • Collaborated with team members to enhance customer satisfaction strategies.
  • Documented customer interactions in the CRM system accurately.
  • Handled escalated customer concerns with professionalism and empathy.
  • Answered customer inquiries and provided accurate information regarding plan benefits.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Customer Service Representative Remote

Comcast
06.2021 - 03.2022
  • Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
  • Processed payments made by credit cards and checks (EFTs)
  • Researched customer disputes and resolved complaints by making necessary adjustment
  • Actively maintained and updated customer accounts in CSG
  • Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 15%
  • Actively worked to display a courteous and empathetic attitude to customers
  • Made outbound calls to collect on delinquent account/setup payment arrangement
  • Build customer rapport by engaging in customer's circumstances

Customer Service Representative Remote

Sitel
10.2017 - 06.2021
  • Promptly handled an average of 90 customer inquiries and complaints per day with a 95% customer satisfaction rate
  • Consistently utilized scripts, Knowledge Center tools and client updates according to call
  • Documented customer interactions with Oracle
  • Demonstrated problem solving skills independently before escalating to supervisor
  • Multi tasked between several systems and windows simultaneously
  • Builded rapport with customers to successfully engage customers and up sell products

Executive Administrative Assistant

First Financial of Baton Rouge
Baton Rouge
03.2016 - 07.2017
  • Maintained dairy, arranged meetings/appointments and provided reminders
  • Assist owner in other capacities as required on a day to day basis
  • Answered and directed phone calls
  • Processed payroll, made bank deposits, and recorded all income and expenses in QuickBooks
  • Provided accounting and clerical support to the accounting department

Library Office Assistant

Virginia College
Baton Rouge
08.2012 - 03.2016
  • Entered data into the library's automated system; types memos, letters and reports
  • Answered multi-line phones
  • Assisted with the process and distribution of textbooks; maintains inventory of textbooks
  • Created and managed statistical reports on an Excel spreadsheet
  • Prepared and mail all US/UPS/FedEx packages
  • Planned and coordinated logistics and materials for the library advisory committee meetings

Administrative Assistant

Automated Health Systems
Baton Rouge
08.2011 - 04.2012
  • Assisted the Project Director and several managerial staff daily
  • Purchased and maintained an inventory of all supplies
  • Answered telephone calls; routed to the appropriate party
  • Performed data entry, word processing and typed assignments
  • Established and maintained a current filing system
  • Recorded meeting minutes for field staff
  • Sorted and distributed incoming mail

Education

Associate Degree - Office Administration

ITI Technical College
Baton Rouge, LA
05.2009

High School Diploma -

Belaire High School
Baton Rouge, LA
05.2007

Skills

  • Ability to Multitask
  • Effective Time Management
  • Microsoft PowerPoint
  • Microsoft Excel
  • Microsoft Outlook
  • Customer Service
  • Microsoft Office Word
  • Communication Skills
  • Type 60 WPM
  • Metrics-Driven
  • Empathetic & courteous
  • Analytical and Problem-Solving skills
  • Highly organized and efficient
  • NPS, customer satisfaction
  • Accounting: Preparation of financial statements
  • Filing, copying, faxing, and scanning
  • Customer relationship management
  • Complaint resolution
  • Data entry accuracy
  • Strong teamwork
  • CRM software proficiency
  • Call center procedures

Timeline

Customer Service Representative Remote

CVS HEALTH CORPORATION
08.2022 - Current

Customer Service Representative Remote

Comcast
06.2021 - 03.2022

Customer Service Representative Remote

Sitel
10.2017 - 06.2021

Executive Administrative Assistant

First Financial of Baton Rouge
03.2016 - 07.2017

Library Office Assistant

Virginia College
08.2012 - 03.2016

Administrative Assistant

Automated Health Systems
08.2011 - 04.2012

Associate Degree - Office Administration

ITI Technical College

High School Diploma -

Belaire High School

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KYRA UDENSI