Ontario Kelley
Baton Rouge,LA
Summary
Dynamic customer service professional with a proven track record at WEX Health, excelling in complaint resolution and client relations. Skilled in scheduling and account updating, I implemented training processes that enhanced team efficiency. Committed to delivering exceptional service, I consistently improved customer satisfaction through effective problem-solving and communication.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
WEX Health
10.2022 - Current
- Responded to customer requests for products, services, and company information.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and backed up other customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Implemented and developed customer service training processes.
- Promptly responded to inquiries and requests from prospective customers.
- Managed over 50 customer calls per day
Benefits Specialist
WEX Health
10.2022 - Current
- Checked employees' benefits enrollment for accuracy and inputted all data into Salesforce.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Implemented open enrollment system to streamline benefits processes for employees.
- Assisted with design and implementation of various employee benefits programs.
- Managed over 50 customer calls per day
Sales Specialist
Support Service Group
04.2022 - 09.2024
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Demonstrated product features, answered questions and persuasively overcame objections.
- Drafted, finalized and submitted paperwork to complete sales.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Provided first-rate service to all customers and potential customers.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Informed customers of promotions to increase sales productivity and volume.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Kept detailed records of daily activities through online customer database.
- Contributed to event marketing, sales and brand promotion.
- Attended monthly sales meetings and quarterly sales trainings.
- Managed over 50 customer calls per day
Customer Care Representative
Apple
01.2020 - 12.2021
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed over 50 customer calls per day
Education
Associates - Associates Degree Project Management
Baton Rouge Community College
Baton Rouge, LA05-2011
Skills
- Complaint resolution
- Account updating
- Sales closing
- Building rapport
- Email management
- Paperwork processing
- Quality control
Timeline
Customer Service Representative
WEX Health
10.2022 - Current
Benefits Specialist
WEX Health
10.2022 - Current
Sales Specialist
Support Service Group
04.2022 - 09.2024
Customer Care Representative
Apple
01.2020 - 12.2021
Associates - Associates Degree Project Management
Baton Rouge Community College