Kinara Washington
Waldorf
Summary
Diplomatic and dedicated Customer Service Representative experienced in defining and analyzing customer requests to resolve issues. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Dedicated professional with experience using positive and negative reinforcement strategies to improve behaviors. Expert at implementing behavior treatment plans and intervention techniques. Talented relationship-builder with excellent communication and organizational abilities.
Overview
8
8
years of professional experience
6074
6074
years of post-secondary education
Work History
Call Center Agent
Maximus
Houston
05.2025 - Current
- Explain procedures clearly (e.g., travel reimbursement processes), ensuring understanding and compliance
- Handle Power of Attorney (POA) forms accurately and in accordance with legal and organizational requirements
- Resolve scheduling issues efficiently, coordinating with all parties to minimize delays and disruptions
- Document all interactions thoroughly and efficiently, maintaining strict adherence to HIPAA privacy and security standards
- Managed inbound customer inquiries and provided accurate information.
- Assisted customers with account issues and resolved concerns effectively.
- Utilized call routing software to direct calls to appropriate departments.
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
Customer Account Representative
Comserve Systems
Scranton
06.2024 - 11.2024
- Responded to Medical professionals inquiries and complaints in a timely manner.
- Maintained accurate records of medical professionals interactions, transactions and account changes.
- Ensured that customer accounts were up-to-date and accurate.
- Providing vaccine and medical information
- Resolved billing disputes with customers.
- Demonstrated knowledge of products and services offered to customers.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Processed orders accurately and efficiently while adhering to company policies and procedures.
- Explained the features, advantages, and benefits of products or services to potential customers.
- Offered assistance in resolving any issues related to customer accounts.
- Performed data entry tasks such as updating customer information in the system.
Behavior Technician
Attain ABA
Waldorf
02.2024 - 06.2024
- Assisted with building life and social skills useful for everyday activities and interactions.
- Educated families about ABA principles so they can effectively implement them at home.
- Identified and addressed individual problems using clinical team recommendations and solutions.
- Provided direct behavioral intervention services to children with autism spectrum disorder and other developmental disabilities.
Customer Service Representative
Ford Motor Company
Waldorf
01.2021 - 02.2023
- Answered all inbound and outbound calls for service and sales departments and directed them to the appropriate contact
- Scheduled new car delivery customers and frequent customer service and sales appointments
- Proactive outbound calls to schedule regular maintenance recalls and preventive services
- Operated cash registers, processing payments, and handling cash
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices
- Provided customers with vehicle status information
- Outbound Service Customer Satisfaction Index follow-up
Customer Service Associate
Mckays Food & Drug
Waldorf
08.2020 - 09.2021
- Amicably welcomed and greeted 100+ customers.
- Offered advice on products and assisted with finding merchandise
- Operated a cash drawer with a substantial amount of cash while maintaining a 100% accuracy rate during reconciliation in end-of-day audit reports
- Delivered exceptional customer service by directing a substantial amount of calls
- Assisted 20+ customers per day with returns and exchanges
- Enrolled 20+ customers in McKay's Gold Card Program within one month
Front Desk Receptionist Volunteer
Scarlet Haven Residential
Annadale
02.2018 - 08.2020
- Greeted visitors entering the establishment to determine the nature and purpose of the visit
- Updated daily log book with information about visitors entering the premises
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel
- Used company system to create badges for new employees and visitors
- Supplied callers with office addresses and directions, employee email addresses, and phone extensions
Customer Service Associate Cashier
Target
Waldorf
09.2019 - 02.2020
- Boosted customer satisfaction levels by going the extra mile to personalize service for each customer
- Processed efficient and accurate cash, check, debit, and credit card payments using the Point-of-Sale system
- Handled multiple lines simultaneously while routing calls efficiently to the appropriate departments or individuals within the company
- Handle returns and exchanges professionally according to company policies.
- Answer customer questions regarding products, store policies, and services.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans, and organizing candy racks
Education
Bachelor of Science - Psychology
University of Maryland Global Campus
Hyattsville, MDAssociate of Arts - Psychology
College of Southern Maryland
La Plata, MDHigh School Diploma -
Westlake High School
Waldorf, MDSkills
- Software Expertise (Microsoft Office and Canva)
- IT Support (Troubleshooting and System maintenance)
- Data entry and Documentation
- Time Management
- Problem Escalation
- Typing Speed and Accuracy
- Customer Feedback Management
- Highly Organized
- Behavior treatment plans
- Behavioral management
- Empathy and patience
- ABA techniques
Timeline
Call Center Agent
Maximus
05.2025 - Current
Customer Account Representative
Comserve Systems
06.2024 - 11.2024
Behavior Technician
Attain ABA
02.2024 - 06.2024
Customer Service Representative
Ford Motor Company
01.2021 - 02.2023
Customer Service Associate
Mckays Food & Drug
08.2020 - 09.2021
Customer Service Associate Cashier
Target
09.2019 - 02.2020
Front Desk Receptionist Volunteer
Scarlet Haven Residential
02.2018 - 08.2020
Bachelor of Science - Psychology
University of Maryland Global Campus
Associate of Arts - Psychology
College of Southern Maryland
High School Diploma -
Westlake High School