Keosha Buckner

Results driven Customer Service Representative with experience providing high-volume customer support in fast paced environments. Skilled in handling inbound and outbound calls, resolving customer concerns, managing CRM systems, and maintaining strong customer satisfaction scores. Proven ability to de-escalate issues, multitask efficiently, and exceed performance metrics while working independently in remote settings.

Strong communicator with excellent problem-solving abilities and a consistent record of improving customer experiences.

Remote Customer Service Representative - Charter Communications - New York

(2020-01 - 2023-10)

• Handled high volume customer inquiries while maintaining strong professionalism and empathy.
• Maintained a first call resolution rate of over 90% by actively listening and identifying customer concerns efficiently.
• Supported customers with account updates, scheduling, payment arrangements, and general service assistance.
• Collaborated with supervisors and internal departments to resolve escalated customer issues promptly.
• Improved customer retention by providing personalized solutions and positive customer experiences.
• Maintained detailed records and updated customer information with accuracy and confidentiality.

Remote Customer Service Representative (Collections Department) - Transworld Systems Inc. - New York

(2023-06 - 2026-04)

• Managed between 80-100 inbound calls/customer interactions daily through phone, email, and chat support while maintaining professionalism, and accuracy.
• Achieved a 95%+ customer satisfaction rating through effective communication and issue resolution.
• Resolved billing, account, and service concerns while maintaining compliance with company policies and procedures.
• Documented customer interactions accurately in CRM platforms, improving case tracking, and follow up efficiency.
• Consistently met or exceeded daily KPIs including response time, attendance, and resolution goals.
• Adapted quickly to new software systems, and remote workflows with minimal supervision.
• Set up payment arrangements and budget billing for customers whose accounts were in collections.

English Literature - South Shore High School (1997)

Associate Degree in Applied Science in Business - Business - Cayuga Community College (2016-05)