Kemiya Harvey
Lancaster
Summary
I am a dedicated young woman in the professional industry with demonstrated strengths in customer service and time management seeking to expand my skills and utilize the skills I have in communication, leadership and organizational skills with a strong background in medical terminology ,being dependable
Experienced customer service professional with strong communication skills and ability to handle high-volume inbound inquiries. Focused on team collaboration and consistently achieving results. Reliable and adaptable in dynamic environments. Proficient in problem-solving and maintaining positive customer experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Inbound Call Center Representative
Manpower /Cdph
10.2021 - Current
- Connected callers with correct departments for different needs.
- Advocated for customers needs and followed through on issues to complete resolution.
- Escalated complex customer issues to senior call center staff and management.
- Maintained call control with use of persuasive communication techniques and provided scripts.
- Documented call encounter details in full using internal system.
- Expanded knowledge continuously by gathering feedback from customers, working with different departments on solutions, and reading internal documentation on changing policies.
- Resolved issues based on thorough investigations of concerns.
In-Home Support Services Provider
01.2018 - Current
- As a caregiver, assist clients with daily living activities that include bathing, dressing, eating, meal prep going to doctors appointments, grocery shopping.
- Offer companionship
- Personal hygiene
LVN Student Nurse
Antelope Valley Care Center
11.2023 - 05.2024
- Streamlined communication between healthcare providers and family members, fostering positive relationships to support patient wellbeing.
- Demonstrated high levels of professionalism and adaptability when faced with unexpected changes in patient assignments or clinical situations, always prioritizing patient safety while working effectively within established guidelines and protocols.
- Provided high-quality care to patients with diverse needs, including administering medications and monitoring IVs.
- Enhanced efficiency of patient transfers within the facility by assisting with equipment setup, positioning, lifting techniques, collaborating closely with other team members.
- Refined clinical skills through hands-on practice in diverse healthcare settings such as acute care hospitals, long-term care facilities, and outpatient clinics under supervision of experienced nursing professionals.
Office Clerk
Antelope Valley College
02.2019 - 06.2020
- Received and processed internal documents and transactions.
- Processed outbound packages and mail and sorted incoming mail for distribution.
- Handled incoming telephone calls, answered questions, and distributed messages to staff.
- Processed and reconciled data entry tasks and database changes.
- Boosted customer satisfaction and created positive environment through excellent guest relations.
- Verified client data and billing information, updating accounts for invoicing and tax liabilities.
Sales Associate
Ross Dress for Less
11.2018 - 03.2019
- Resolved customer concerns using strong communication and conflict management skills.
- Helped customers navigate store, complete sales, and process returns.
- Checked sister stores and online options to locate items for customers.
- Maintained calm demeanor and managed issues professionally and according to company standards.
- Assisted with receiving, pricing and merchandising.
Retail Sales Associate
Marshals
06.2017 - 08.2017
- Answered customer questions to enforce return and exchange policies.
- Updated pricing and signage to advertise sales or seasonal products.
- Organized and faced products on shelves and in displays to comply with merchandising standards.
- Utilized POS system to process cash, credit card, and mobile pay transactions.
- Built temporary displays to highlight promotional events.
- Promoted customer loyalty program or store credit card to meet performance targets.
Education
University of Antelope Valley
Lancaster, CA10.2017
Aa - Psychology
Antelope Valley College
Lancaster, ca07.2023
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Antelope Valley High School
Lancaster, CA08.2016
Lvn - Lvn
Career Care Institute
Lancaster, CA06-2026
Skills
- Complaint investigation Order documentation Inbound call management Task prioritization Time management Analytical thinking Written communication Scheduling Coordination Cultural awareness Social perceptiveness
- Order management
- CallSelect communication systems
- Call decisioning
- Call handling techniques
- Up-selling techniques
Certification
POWERPOINT GOOGLE DOCS TYPING 35 WPM FILING CUSTOMER SERVICE PHONE EXPERIENCE Security guard card valid
Timeline
LVN Student Nurse
Antelope Valley Care Center
11.2023 - 05.2024
Inbound Call Center Representative
Manpower /Cdph
10.2021 - Current
Office Clerk
Antelope Valley College
02.2019 - 06.2020
Sales Associate
Ross Dress for Less
11.2018 - 03.2019
In-Home Support Services Provider
01.2018 - Current
Retail Sales Associate
Marshals
06.2017 - 08.2017
Aa - Psychology
Antelope Valley College
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Antelope Valley High School
University of Antelope Valley
Lvn - Lvn
Career Care Institute
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