Experience

https://kdp.amazon.com/community/thread.jspa?threadID=882072

• Customer Support Analyst

  • Nov 2019 - Present

  Process and Respond to email and/or phone contacts received from KDP website users.Strong analytical skills required. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate Proactively communicate system and process issues and customer feedback trends to managementEnsured that Authors have sufficient help publishing their books with KDP.



AmeriHealth Caritas

• Patient Care Coordinator

  • Oct 2018 - Aug 2019

  Resolve customer issues via one call resolution guidelines and/or escalated processMeet or exceed company performance metrics including: availability on phone, occupancy, attendance, call handling quality, call documentation and routing on all calls handled, and adhering to all Regulatory Compliance requirementsThoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services listed… Resolve customer issues via one call resolution guidelines and/or escalated processMeet or exceed company performance metrics including: availability on phone, occupancy, attendance, call handling quality, call documentation and routing on all calls handled, and adhering to all Regulatory Compliance requirementsThoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services listed aboveMade outbound calls to prospect members of First Choice VIP Care PlusOrder member materials and assist with the needs of the members Show more Show less



Shelly Leeke Law Firm, LLC

• Intake Specialist

  • Oct 2017 - Jul 2018

  Disposition calls to the Attorney based on clients needs.Document potential clients information to make cases in databaseConsult with attorney to determine if case can be signed.Update clients informationRefer cases out when necessary to other law firmsSchedule appointments for potential clientsMedical records and billing



Comcast

• Customer Service Specialist

  • Oct 2016 - Oct 2017

  Took inbound repair calls for cable internet and home phone serviceTroubleshoot customer’s equipment remotelyScheduled technicians for trouble calls when neededUpgrade services or lines of businesses Ensured customer has the best value for their services



Money Man Pawn Shop

• Pawnbroker

  • Feb 2013 - May 2015

  Wrote Customer LoansSold Store items to compliment customer purchasesResearched the latest technologiesData entry; called customers to up keep accounts prevent delinquency



Walmart

• Customer Service Representative

  • Jun 2011 - Feb 2013

  Imputed customers prescriptions and information into pharmacy databaseGathered prescriptions for pick up and maintain customer confidentialityAnswered all customer service questions



DIAL America Inc.

• Quality Specialist

  • Oct 2010 - Jun 2011

  Disposition previously recorded call as pass or failSent failed calls to back agentEnsured customer orders were correct



IQOR HOLDINGS US LLC

• Customer Service Representative

  • Jan 2010 - Jan 2010

  Took inbound calls for delinquent Directv accountsActivate and upgraded accountsPromote company specials, maintain product knowledge and persuade customers to keep their accounts with the company



Family Assitance Management

• Office Assistant

  • Jun 2009 - Dec 2009

  Data Entry; ensured clients living expenses are maintainedMeet with potential clients to determine home plans for their needsWrite out stipends so that the client’s needs are met between checksMoney Handling and calling in prescriptions