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kenise cooks

@kenisecooks

Customer Service Representative at Discover Financial Services, assisting credit card customers with account support, billing inquiries, and disputes.

United States

Message

At Discover Financial Services, I provide account assistance to credit card customers by phone and digital channels. I help resolve billing inquiries, payment issues, and account disputes.

I also explain card features, promotions, and financial tools, while following compliance protocols and security procedures to protect customer data.

At Grady Hospital, I worked as a Team Lead Environmental Service Technician, cleaning rooms, organizing carts and workstations, and creating templates to monitor daily work.

Earlier, I supported guests at Extended Stay America Hotels and patients at Oakwood Assistant Living. My work included customer service, weekly report data, daily activity coordination, and patient vital monitoring.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Discover Financial Services

Jan 2024 - Present (2 years 8 months)

Provide account assistance and support to credit card customers via phone and digital channels. Resolve billing inquiries, payment issues, and account disputes while maintaining high customer satisfaction scores.

Customer Service Communication Skills Problem Solving Compliance Security Procedures Training Microsoft Office Tableau SharePoint Workday

Team Lead Environmental Service Technician

Grady Hospital

Dec 2022 - Jun 2024 (1 year 6 months)

Cleaned daily rooms using a ten-step process and organized daily carts and workstations. Collaborated with leadership and staff to enhance morale and created templates to monitor daily work.

Cleaning Organization Collaboration Leadership Template Creation Microsoft Office

Guest Service Representative

Extended Stay America Hotels

Sep 2019 - Dec 2022 (3 years 3 months)

Performed customer service functions, greeted and directed visitors and phone calls, and planned departmental activities. Collected and tracked data for weekly reports.

Customer Service Communication Skills Data Tracking Microsoft Office Reporting

Personal Care Assistant

Oakwood Assistant Living

Dec 2017 - Dec 2019 (2 years)

Monitored vitals and prepared daily documents for patients, organized and coordinated daily activities, and maintained working documents for staff and leadership.

Patient Care Vital Signs Monitoring Documentation Organization Coordination Communication Skills