Customer Service Representative
Resume:
Keona Stallworth
Union City, GA *****
*******@*****.***
Dear Sir or Madam,
This letter is to introduce myself and to let you know of my interest in becoming a part of your organization. The enclosed resume will furnish you with information regarding my employment background, training, education, and skills. My work abilities implement strong work ethic driven by empathy, knowledge, and commendable leadership. I assure you that I can successfully fulfill all obligations requiring any responsibilities within your company. In each of my previous job experiences, I have performed my assignments with a high degree of skill and professionalism. My objective is to secure a position that will fully utilize my skills and offer an opportunity for continued professional growth. I believe in excellence, structure and working with a sense of error free urgency. My cheerful outlook and willingness to give 150% makes me an asset to any organization. I am confident that my skills will have a favorable impact on your organization.
I look forward to hearing from you soon to schedule an interview. I am interested in the history as well as goals and plans on how I may be able to contribute to its continued success and growth. Thank you in advance for your time and consideration.
Sincerely,
Keona A. Stallworth
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Alorica-Atlanta, GA
June 2022 to Present
• Answer inbound and outbound calls
• Provided excellent customer service by addressing customer inquiries and resolving issues
• Handle credit transactions efficiently and accurately
• Promoted company products and services to customers
• Maintained a positive and professional demeanor while interacting with customers
• Collaborated with team members to ensure smooth operations and customer satisfaction
• Demonstrated strong conflict resolution skills by de-escalating tense situations effectively while maintaining professionalism at all times
• Conducted regular quality assurance checks on recorded calls or written communications to identify areas for improvement or additional training needs
• Utilized active listening techniques when interacting with customers allowing me understand their needs better leading to improved issue resolution rate
• Developed strong time management skills by efficiently prioritizing tasks and ensuring timely follow- up with customers
• Maintained a positive attitude and professional demeanor even when faced with challenging or difficult customers
• Utilized CRM data analysis to identify trends, patterns, or recurring issues that required further attention or process refinement
• Contributed to the development of training materials such as FAQs, knowledge base articles, or call scripts for new hires
Leasing Consultant
Blue Magma Residential-Atlanta, GA
September 2017 to May 2022
• Pre-Leased Units
• Keep occupancy at 80% or higher
• Walk units
• Keep a clean work area
• Walk models
• Complete work orders
• Do file audit
• Greet customers
• Generated leads and successfully converted prospects into signed leases, consistently exceeding monthly leasing goals
• Provided exceptional customer service to residents, addressing inquiries, resolving issues, and ensuring high satisfaction levels
• Managed lease agreements from initial negotiation to signing, ensuring accuracy and compliance with company policies
• Effectively communicated lease terms, policies, and procedures to prospective tenants in a clear and concise manner
• Conducted thorough tenant screenings, including background checks and credit evaluations, to ensure quality residents
• Coordinated move-in/move-out processes for tenants, ensuring smooth transitions and timely completion of required documentation
• Maintained accurate records of leases, rental payments, maintenance requests, and other tenant- related information using property management software
• Responded promptly to tenant inquiries or concerns regarding maintenance issues or lease terms, resolving problems efficiently
• Performed regular inspections of rental units to identify necessary repairs or improvements; coordinated with maintenance staff for timely resolution
• Created comprehensive market analysis reports on rental rates within the area to determine competitive pricing strategies for each property
• Organized open houses and property tours for potential renters; effectively highlighted key features to drive interest and secure leases
• Collaborated with legal counsel on eviction proceedings when necessary; ensured compliance with all applicable laws and regulations throughout the process Customer Service Representative
West Corporation Call Center-Pensacola, FL
March 2012 to September 2017
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
• Upsold additional products or services to customers based on their needs and preferences
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
• Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
• Increased customer retention rates by implementing a loyalty program that rewarded frequent purchasers with exclusive discounts or perks
• Demonstrated strong conflict resolution skills by de-escalating tense situations effectively while maintaining professionalism at all times
Education
High school diploma in Diploma
Pine Forest High School - Pensacola, FL
August 2007 to June 2011
Skills
• Call Center (9 years)
• Customer Care (7 years)
• Customer Support (10+ years)
• Customer Service (10+ years)
• Property Management (3 years)
• Microsoft Excel (9 years)
• Microsoft Word (9 years)
• Cold Calling (8 years)
• Delivery Driver Experience (1 year)
• Driving (8 years)
• Warehouse Experience (4 years)
• Property Leasing (5 years)
• Administrative Experience (4 years)
• CRM software
• Cold calling
• Inside sales (8 years)
• B2B sales
• Customer service (10+ years)
• Sales (8 years)
• Live chat (3 years)
• Technical support
• Typing
• Marketing
• Leadership
• Google Suite
• Mac OS
• Yardi (4 years)
• Proofreading
• Windows
• QuickBooks
• Fair Housing regulations
• Personal assistant experience
• Negotiation (4 years)
• Upselling (7 years)
• iOS
• Computer skills
• Communication skills
• Customer support
• Phone etiquette
• Microsoft Office
• Direct sales
• AI (1 year)
• Outside sales
• English
• Salesforce
• Analysis skills
Certifications and Licenses
Driver's License
January 2023 to February 2028
Assessments
Delivery driver — Proficient
September 2022
Interpreting instructions or signs and solving problems Full results: Proficient
Customer focus & orientation — Proficient
September 2021
Responding to customer situations with sensitivity Full results: Proficient
Attention to detail — Proficient
December 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Work style: Reliability — Proficient
December 2021
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Management & leadership skills: Impact & influence — Proficient December 2023
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Customer service — Proficient
November 2019
Identifying and resolving common customer issues.
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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