Customer Service Call Center

Kenisha Turner

Copperas Cove TX • Cell: 254-***-**** • *****************@*****.***

Professional Summary

My goal is to provide outstanding and accurate customer service while adhering to the company's goals as my own personal goals.

I have over 15 years’ experience in fast paced customer service and call center environment.

I have superior computer skills as well as phone etiquette.

I have 3 years of security experience in a maximum prison

Work History

Loan Processor, 04/2003 to 05/2010

SallieMae – Killeen, TX

Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.

Set up affordable monthly payment plans for students to attend college that couldn't get a loan or scholarship.

Supervisor for Humana, 06/2010 to 02/2012

Aegis – Killeen, Tx

Implemented marketing strategies which resulted in 50% growth of customer base.

Had a team of 25 employees where I made sure they surpassed the monthly goals and deadlines each month.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Contact Specialist, 03/2012 to 06/2013

Scott N White – Temple, TX

Scheduled Doctor appointments for both adults and kids with 7 different clinics.

Verified insurance

Correctional Officer IV, 07/2013 to 07/2016

Texas Department of Criminal Justice – Gatesville, TX

Providing security to 102 inmates at one time

Providing the offenders, the required things they need daily while abiding with the departments goals.

Reintegrating the offenders back into society

Elite Sales Support Coordinator, 07/2016 to 04/2018

Rodan and Fields – Austin, TX

Deliver white glove service by extending the highest level of courtesy, professionalism, and friendliness in every interaction and touch point

Take on difficult challenges, find creative solutions, and demonstrate ability to multi-task

Identify opportunities to proactively meet Consultant’s needs to deliver customized recommendations and services

Maintain and exceed performance standards including effectiveness, efficiency, and quality.

Ability to take inbound contacts from the phone, email, and web

Customer Care/Lead/Nesting Coach Agent, 04/2018 to current

Rodan and Fields-TTEC @ Home

Our office above in Austin closed so I was able to transition over to TTEC working from home for the same client Rodan and Fields, where I performed the same duties as above

Implements and documents coaching, performance improvement, and recognition plans, as well as performance evaluations to optimize individual performance

Complete supervisor callbacks for escalated customers and know how to turn a negative situation into a positive experience

Develop, motivate, and coach staff on work procedures, proper call handling, and teamwork delivering excellent customer service

High School Diploma: 2000

Ellison High School - Killeen, TX

Creative problem solver

MS Windows proficient

Strong client relations

Exceptional communication skills

Quick learner

Multi-line phone talent

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