Open to opportunities

Katisha Ray

@katisharay

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Resourceful customer service professional with a passion for digital support.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a resourceful and empathetic customer service professional with over three years of experience in high-volume support environments. My journey has equipped me with the skills to resolve complex issues swiftly and professionally, ensuring customer satisfaction remains a top priority. I thrive in chat-based roles, where I can utilize my expertise in CRM tools and de-escalation strategies to provide seamless digital support experiences.

At Terminix, I have successfully negotiated payment plans that led to a 20% increase in collections and maintained a 95% satisfaction rate while resolving over 100 customer inquiries weekly. My ability to manage account retention and engage customers through live chat and email has been instrumental in retaining key accounts. I am passionate about creating positive interactions and continuously seek to enhance my skills in customer relationship management.

Experience

Work history, roles, and key accomplishments

Current

Retention & Collections Representative

Current

Terminix

Aug 2024 - Present (1 year 10 months)

Negotiated payment plans and settlements, leading to a 20% increase in collections. Utilized retention software and chat systems to handle high-volume inquiries.

Negotiation Collections Retention Customer Service

Renewals Representative

Terminix

Sep 2023 - Jan 2024 (4 months)

Engaged with customers via live chat and email to discuss contract renewals. Retained key accounts by offering solutions and incentives.

Live Chat Email Communication Renewals Customer Engagement

Senior Customer Service Representative

Terminix

Jan 2023 - Sep 2023 (8 months)

Resolved 100+ customer inquiries weekly via chat and phone with a 95% satisfaction rate. De-escalated tense situations with empathy and clarity.

Customer Service Chat Support Phone Support CRM Tools

Customer Representative

VXI Global Solutions

Aug 2021 - May 2022 (9 months)

Delivered real-time support via chat, email, and phone to a wide customer base. Provided detailed product info, billing assistance, and troubleshooting support.

Chat Email Phone Support Troubleshooting

Early Childhood Instructor

Maple Learning Center

Jan 2019 - Jan 2020 (1 year)

Led developmentally appropriate activities for 30+ children. Communicated regularly with parents, increasing engagement by 25%.

Early Childhood Education Activity Leadership Parent engagement Child Development Classroom Management

Education

Degrees, certifications, and relevant coursework

Alcorn State University

Bachelor of Science, Mass Communication

Completed a Bachelor of Science degree in Mass Communication. Studied various aspects of mass media, communication theories, and practical applications.