Keyshona Carter

• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Efficiently managed a high volume of inbound member calls in a professional, timely and caring manner while providing accurate answers and information.
• Responded to inquiries from members
• De-escalated situations involving dissatisfied members, offering empathetic assistance and support.
• Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the billing process.
• Verified accuracy of billing data and corrected discrepancies.
• Answered billing questions (explanation of benefits, balance, payments, and benefit information)..
• Served as a subject matter expert for new hire onboarding and training.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Synthesized complex information and explains it clearly.
• Displayed both problem-solving abilities and exceptional attention to detail

VERIZON

• Monitored system performance to identify potential issues.
• Created user accounts and assigned permissions.
• Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
• Collaborated with teammates to identify recurring issues and develop long-term solutions.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
• Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
• Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
• Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
• Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
• Provided remote support for customers, guiding them through the resolution process stepbystep.
• Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
• Maintained detailed records of customer interactions, noting solutions provided for future reference.
• Contributed to team success by consistently meeting or exceeding established performance metrics.
• With a 90% one call resolution rate.
• Reseasrched potentially fraudulent claims initiated by customer.
• Collaborated with claims and anti fraud department. Followed up with customer on resolution or claim status and plan of action

• Transported merchandise to sales floor and restocked shelves, racks and bins.
• Increased customer satisfaction by providing exceptional service and maintaining a clean, organized sales floor.
• Removed damaged, out-of-code, not-in-set and discontinued items from displays.
• Answered customer questions regarding store merchandise, department information, and pricing.
• Greeted, serviced, and thanked all customers.
• Utilized strong communication skills to work effectively with team members and resolve customer concerns promptly.
• Collaborated closely with fellow associates, sharing best practices for visual merchandising techniques and improving overall store performance.
• Organized store merchandise racks and displays to promote and maintain visually appealing environments.
• Updated signage and price tags to reflect current sales.
• Assisted in the training and development of new associates, fostering a positive team environment.
• Optimized store layouts by strategically placing popular items in high visibility areas, drawing customer attention and increasing sales.
• Managed inventory levels, ensuring timely replenishment of stock to meet customer demands.
• Prepared bank deposit slips accurately and efficiently for submission to financial institutions on a daily basis.
• Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
• Maintained clean, safe work area in accordance with regulatory and organizational guidelines.
• Reduced discrepancies in cash registers through meticulous reconciliation at the end of each shift.
• Maintained strict adherence to cash handling policies, resulting in minimized losses and increased accountability.

• Greeted customers entering store and responded promptly to customer needs.
• Welcomed customers and helped determine their needs.
• Worked flexible schedule and extra shifts to meet business needs.
• Built relationships with customers to encourage repeat business.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Helped customers complete purchases, locate items, and join reward programs.
• Restocked and organized merchandise in front lanes.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Stocked, tagged and displayed merchandise as required.
• Handled multiple payment methods securely, minimizing discrepancies and potential losses.

• Trained new employees by providing knowledge of specific store tasks, policies and goals.
• Accurately handled cash register transactions while providing excellent customer service.
• Maintained a clean and organized workspace, ensuring a welcoming environment for customers.
• Demonstrated excellent multitasking skills, balancing customer orders and requests to maintain satisfaction.
• Assisted counter staff in packing ready orders and distributing to customers.
• Cleaned and organized condiment and beverage stations to maintain tidiness.
• Collaborated with team members to provide exceptional customer service during peak hours.
• Handled high-pressure situations calmly during busy periods or equipment malfunctions, keeping operations running smoothly under challenging circumstances.
• Demonstrated adaptability by quickly learning new menu items and promotions, effectively communicating relevant information to customers.
• Managed cash drawer responsibly, ensuring accurate daily accounting of funds received and disbursed.
• Resolved customer complaints promptly, maintaining a positive dining experience for all patrons.
• Collected trash and empty trays from empty tables to maintain clean and tidy dining area.
• Improved operational efficiency by assisting with opening/closing tasks such as restocking supplies or cleaning equipment thoroughly after each shift.
• Prepared food orders accurately and efficiently, adhering to strict quality control standards.
• Provided beverage cups and condiments to increase customer convenience
• Streamlined payment transactions for quicker service using cash registers and POS systems.
• Resolved customer complaints independently or with aid of supervisor.