CSR

Yasmon Kinnerson

Opelousas, USA ***** • 337-***-**** • *****************@*****.***

Professional Summary

Experienced Customer Service Representative with a track record of delivering exceptional service and driving customer satisfaction. With over 5 years of experience, I have successfully handled 50+ customer inquiries daily, consistently achieving a satisfaction rating of over 95%. Additionally, I have exceeded sales targets by 20%, resulting in an increase in monthly revenue of $10,000. Proficient in efficiently resolving issues and processing orders, I maintain an average call handling time of under 3 minutes. As my current contract is coming to an end, I am eager to leverage my skills and experience in a new role to continue delivering outstanding results.

Skills

Call Center Operations

Account Management

Payment Processing

Product and service knowledge

Sales strategy

Documentation And Reporting

Customer Support

LiveChat

Complaint resolution

Eligibility Determination

CRM Navigation

Work History

Customer Service Representative, 01/2022 to Current Bank of America

Currently achieving an average customer satisfaction rating of 95% through handling approximately 100 inbound calls per day, resolving inquiries, and addressing complaints promptly and effectively.

Currently exceeding sales targets by 20% through upselling and cross-selling products/services during customer interactions, resulting in an increase in revenue of $10,000 per month. Actively reducing average call handling time by 30 seconds by implementing efficient problem- solving techniques and utilizing resources effectively, resulting in increased productivity and capacity to handle more calls per day.

Maintaining a call quality score of 90% or above on monthly evaluations, demonstrating adherence to company policies, procedures, and customer service standards. Contributing to a 15% improvement in first-call resolution rate by actively listening to customers, identifying root causes of issues, and providing accurate and timely solutions, resulting in enhanced customer experience and loyalty.

Customer Service Advisor, 01/2019 to 01/2022

Dexxcom

Assisted with training new customer service representatives, providing guidance on company policies, procedures, and best practices for handling customer inquiries and concerns. Acted as a liaison between customers and other departments within the organization, effectively communicating customer feedback and escalating issues as necessary to ensure timely resolution. Conducted follow-up calls with customers to ensure satisfaction with resolution of issues and to identify any additional needs or concerns, resulting in increased customer retention and loyalty. Participated in team meetings and contributed ideas for improving departmental processes, increasing efficiency, and enhancing the customer experience. Maintained accurate records of customer interactions and transactions in the company's database, ensuring data integrity and compliance with data protection regulations. Education

Bachelor of Science (B.S.) Information Technology: 12/2022 Slcc, Lafayette - Lafayette, LA

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