Kenyada Fairley
Richmond
Summary
Over 17 years in dynamic customer service professional with proven conflict resolution skill, adept at managing high-stress situations. Successfully increased customer loyalty through empathetic complaint resolution and efficient call handling. Proficient in claims processing and scheduling, committed to delivering exceptional service and fostering positive client relationships.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Highly motivated and able to multitask and prioritize workload under pressure as well as increase pace an workload demands. Wonderful team player noted for volunteering to work additional shifts , very fast learner flexible and versatile.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Wells Fargo
01.2023 - 03.2025
- 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.
- Helping Customers with their accounts and escalating them to different departments as needed
- Filing claims for fraudulent activity
Dispatcher
Verida
04.2022 - 01.2023
- Scheduling transportation to those with Medicaid and Medicare to get to dr appointments , hospital visits , dentist appointments.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
ELGIBILITY WORKER
Maxium Healthcare
02.2021 - 04.2022
- Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
- Interviewed applicants and explained scope of different available benefits.
- Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
- Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
Copy and Print Supervisor
Staples
02.2017 - 02.2021
- Coordinated large-scale printing projects, ensuring timely completion and client satisfaction.
- Ensured seamless handover of projects by maintaining comprehensive documentation and clear communication with team members.
- Established a reputation as an expert resource among colleagues through continuous learning about industry trends and technological advancements.
- Assisted customers in selecting appropriate materials and formats for their print orders, ensuring satisfaction with the final product.
Education
High School Diploma -
George Wythe High
Richmond, VA06-2012
Skills
- Customer service
- Conflict resolution
- Call escalation
- Claims processing
- Scheduling
- Basic Computer Skills
- Microsoft Word
- Marketing & Sales
- Fast learning Skills
- Microsoft Word
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Certification
- Salesforce Certified Administrator - Salesforce.
- Professional Certified Marketer (PCM) - American Marketing Association.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Wells Fargo
01.2023 - 03.2025
Dispatcher
Verida
04.2022 - 01.2023
ELGIBILITY WORKER
Maxium Healthcare
02.2021 - 04.2022
Copy and Print Supervisor
Staples
02.2017 - 02.2021
High School Diploma -
George Wythe High
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