Kathleen Ellison

Customer service representative

Kansas City, MO 64127

ad4uao@r.postjobfree.com

+1-816-***-****

Driven and personable Customer Solutions Specialist with over 10 years of experience interfacing with clients to ensure optimal service delivery. Dedicated and outside-the-box strategic thinker with expertise in customer relationship management, conflict resolution, time management, document control, and leadership. Dependable and courteous self-starter and team player seeking to leverage background into service/management role with a progressive organization. Demonstrated ability to complete tasks accurately despite interruptions and competing demands. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

IRS general clerk/data entry

TEEMA Group - Kansas City, MO

August 2022 to December 2022

Provide office support by performing data entry and clerical work requiring application of various work methods and procedures, and familiarity with departmental functions. Policies, and practices. Contract FEMA agent/call center agent

Pearl Interactive Network - Columbus, OH

March 2021 to May 2022

• Remote Call Center Agent: COVID-19 Funeral Assistance Project**

• Summary:**

Experienced Remote Call Center Agent with expertise in handling high-volume calls and providing empathetic support to individuals seeking financial assistance for COVID-19-related funeral expenses.

• Responsibilities:**

• Answer incoming calls from potential applicants and guide them through the application process

• Gather and validate all required documentation, including death certificates, bills, and proof of income

• Substantiate and verify submitted documents to ensure accuracy and completeness

• Address applicant inquiries, resolve issues, and provide comprehensive information

• Maintain a professional and compassionate demeanor while dealing with sensitive and emotional callers

• Adhere to strict confidentiality and privacy protocols

• Keep accurate records of all interactions and document findings

• Assist with outreach and marketing efforts to expand program awareness

• Qualifications:**

• Excellent communication and interpersonal skills

• Strong ability to handle high call volumes and work in a fast-paced environment

• Knowledge of COVID-19 funeral assistance programs and related regulations

• Experience in document validation and substantiation

• Proficiency in computer applications, particularly call center software

• Ability to work independently and as part of a team

• Commitment to providing exceptional customer service and supporting individuals in need Customer Service Representative

Gladstone Licensing Office - Gladstone, MO

March 2019 to July 2019

Processing of all new vehicle titles and registrations along with renewals.

• Consulted with upset customers to determine best methods to resolve service and billing issues.

• Reviewed customer data to assess current issues and determine eligibility for potential solutions.

• Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.

• Communicated with supervisors to escalate customer concerns, store issues and inventory requirements.

• Addressed customer service inquiries quickly and accurately.

• Upheld privacy and security requirements established by state regulatory agencies.

• Assisted approximately thirty customers each day with procedures on how to license and title their vehicles correctly.

Customer Service Representative/assistant manager

Sunfresh market grocery store - Kansas City, MO

May 2017 to March 2019

• Expressed appreciation for patronage, inviting and encouraging customer return visits.

• Resolved customer issues using strong interpersonal skills and conflict resolution techniques.

• Worked well in fast-paced environments to help over [Number] customers per day.

• Collaborated with managers and other team members to solve difficult or complex customer issues.

• Investigated technical issues using knowledge base and personal experience to complete timely resolutions.

• Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.

• Answered + inbound calls per day to address customer inquiries, resolve issues and provide information on new products and services and directed inbound calls to designated individuals or departments.

• Made customers top priority and employed active listening skills to understand needs and deliver first- rate service.

• Liaised between customers and retail buyers to expedite orders and meet customer demands.

• Communicated with supervisors on frequent basis to escalate customer concerns, store issues and inventory requirements.

• Assisted customers with completing quick and efficient sales transactions to guarantee high level of customer service.

• Maintained customer loyalty by providing fast, friendly and knowledgeable service for routine questions and customer complaints.

• Contributed to team success by filling in on cashier duties, providing product assistance, merchandising shelves and cleaning customer areas.

• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.

• Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.

• Consulted with upset customers to determine best methods to resolve complaints. Education

High school or equivalent in General

Milwaukee Lutheran High School - Milwaukee, WI

September 1986 to June 1990

Skills

• BUYING/PROCUREMENT (1 year)

• calendar management (1 year)

• Multitasking (10+ years)

• ordering (1 year)

• Purchasing (1 year)

• Scheduling (2 years)

• time management (10+ years)

• Customer Service (10+ years)

• Customer Care (10+ years)

• Call Center (2 years)

• CSR (10+ years)

• Customer Support (10+ years)

• Leadership Experience (2 years)

• Retail Sales

• Google Docs (4 years)

• Title Processing (1 year)

• Customer Relationship Management (2 years)

• Negotiation

• Relationship Management

• Personal Assistant Experience

• Conflict Management (4 years)

• Document Management (2 years)

• Microsoft Outlook (4 years)

• Account Management (4 years)

• Writing skills (4 years)

• English (10+ years)

• Typing (4 years)

• Computer skills (8 years)

• Data entry (2 years)

• Basic maths (10+ years)

• Administrative experience (2 years)

• Customer service

• Typing

• Phone etiquette

• Communication skills

• Clerical experience

• Cash handling

• Account management

• Conflict management

• Customer relationship management

• Cash register

• Banking

• Negotiation

• Fraud prevention and detection

• Leadership

• Document management

• Relationship management

• Purchasing

• Calendar management

• Google Docs

• Windows

• Human resources

• Office experience

• Administrative experience

• Organizational skills

Certifications and Licenses

Unauthorized disclosure of classified information

March 2021 to Present

Cyber Awareness Challenge 2021

March 2021 to Present

OPSEC awareness

March 2021 to Present

Insider Threat Awareness

March 2021 to Present

Assessments

Customer service — Proficient

June 2022

Identifying and resolving common customer issues

Full results: Proficient

Social media — Proficient

September 2023

Knowledge of social media techniques and analytics interpretation Full results: Proficient

Work style: Reliability — Proficient

June 2022

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient

Customer focus & orientation — Proficient

April 2022

Responding to customer situations with sensitivity Full results: Proficient

Front desk agent (hotel) — Proficient

September 2023

Selecting hotel rooms based on requests and identifying errors in hotel data Full results: Proficient

Customer service — Proficient

September 2019

Identifying and resolving common customer issues.

Full results: Proficient

Call center customer service — Proficient

March 2022

Demonstrating customer service skills in a call center setting Full results: Proficient

Attention to detail — Proficient

April 2022

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Recruiting — Proficient

December 2022

Managing the candidate sourcing and selection process Full results: Proficient

Sales skills — Proficient

January 2021

Influencing and negotiating with customers

Full results: Proficient

Teamwork: Interpersonal skills — Proficient

June 2022

Responding to challenging team situations at work

Full results: Proficient

Marketing — Proficient

September 2023

Understanding a target audience and how to best communicate with them Full results: Proficient

Administrative support professional fit — Proficient October 2020

Measures the traits that are important for successful administrative support professionals Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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