Customer Service Representative

KayAndranique Jones

***** ******** **** **. *******, Texas 77038

*************@*****.***– 832-***-****

Experienced customer service professional in search of a position as a customer service representative that allows for the application of excellent retention, communication and organizational skills when providing customers with a high level of support.

Authorized to work in the US for any employer

Work Experience

USPS Mail Processer – Houston, Tx

November 2022 - CURRENT

Sort, lift and push moderate to heavy loads of mail and packages to prepare for delivery

Deliver mail along your assigned route

Pick up or collect mail from customers

Sell stamps, stamped paper and money orders or other services

Work indoors and outdoors in all weather: rain, snow, cold and heat

Quote and Bind Sales Representative

TTEC - Houston, TX

February 2020 to October 2022

• Served as an extension of agent offices by quoting and binding insurance products. With a focus on sales and direct contact with current and future customers

• Worked in a team call center environment and is focused on providing remarkable service to customers and potential customers across the U.S. and Canada.

• Served as first-level contact for inbound or outbound phone sales

• Used systems to perform job duties

• Communicated with customers and associates over the telephone, in person and in writing • Applied product, industry and market knowledge to make recommendations • Provided accurate rate quotes and binding applications for insurance products • Coordinated or participated in special projects or committees

• Provided exceptional customer service

• Negotiated and completed purchasing contracts

Chat Specialist

Concentrix - Houston, TX

August 2019 to December 2020

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently

• Scored in top 10% of employees in successful resolution of issues

• Developed reputation as an efficient service provider with high levels of accuracy • Described product to customers and accurately explained details and care of merchandise • Answered product questions with up-to-date knowledge of sales and store promotions • Managed wide variety of customer service and administrative tasks to resolve customer issues • Helped drive sales goals and achieve monthly quotas

• Asked open-ended questions to assess customer needs

• Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events

• Recommended alternative items if product was out of stock

• Responsible for answering customers' questions — over the phone or via chat — about products, services, and accessories, including both software and hardware.

Insurance Claims Representative

iQor - Houston, TX

May 2017 to March 2019

• Open and maintain customer accounts by recording account information

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem

• Manage large amounts of incoming calls

• Identify and assess customers’ needs to achieve satisfaction

• Provide accurate, valid and complete information by using the right methods/tools • Meet personal/team sales targets and call handling quotas

• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

• Follow communication procedures, guidelines and policies

• Resolve customer complaints

• Greet customers warmly and ascertain problem or reason for calling

• Take payment information and other pertinent information such as addresses and phone numbers • Place or cancel orders

• Answer questions about warranties or terms of sale

• Attempt to persuade customer to reconsider cancellation

• Utilize computer technology to handle high call volumes

• Close out or open call records

• Read from scripts

• 60-100 calls

Inventory Specialist –

Rosen Group

Jan 2014 – Jan 2019

Receive, process, and stock inbound material orders from both domestic and international

shipments.

Pick, verify, package, and hand-off material to the transportation department for shipment.

Process pick tickets for internal customers as requested to include final posting of goods in SAP

Assist shipping as needed with movement and preparation of ILI tools and parts

Handle calls regarding material stock checks with all details accurately recorded and transmitted.

Resolve problems that may arise concerning material stock inventory levels, by interacting with

shipping or Inventory Coordinator, Department Managers, as well as internal and external

customers.

Perform other special projects as directed by department manager and/or upper management.

Place orders for stock replacements to maintain optimal inventory levels.

Utilize reports available in SAP to determine stock needs and place orders accordingly.

Education

High School Diploma

Klein Forest High School – Houston, Texas

May 2015

Skills

• EXCEL (Less than 1 year)

• MS OFFICE (8 years)

• ORGANIZATION SKILLS (8 years)

• OUTLOOK (6 years)

• POWERPOINT (7 years)

• Call Center

• Customer Support

• Customer Service

• Restaurant Experience

• Live Chat

• Technical Support

• Sales

• Insurance sales

• Micros POS

• Communication Skills

• Microsoft Word

• CRM Software

Certifications and Licenses

Property & Casualty License

Insurance Producer License

Groups

Worshiping Women

August 2014 to May 2016

Ladies who make the world a better place by working together to defy the stereotypes placed on them.

Additional Information

Skills

• MS Office: Word, Excel, Outlook, PowerPoint

• Excellent planning and organization skills

• Ability to work with a diverse clientele

• Strong interpersonal skills and team player

• Experience in restaurant business

• Able to type up to 50 WPM

Contact this candidate