KANEISHA

KELLEY

nicolekelley****@gmail.

com

229-***-****

Albany, GA 31705

Multifaceted Customer Service/Lead with 10+ years in proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.

PROFESSIONAL SUMMARY

Economics Specialist -

Atlanta,Ga • 10/2021 - Current

TeleTech Holdings - Customer Service Representative Team Lead

Columbus Grove, OH • 05/2013 - 02/2018

WORK HISTORY

Monitored day-to-day activities of company and

employees, noting areas needing improvement and

implementing plans for rectification.

•

Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 80%.

•

Engaged clients in person and over phone to answer questions and address complaints.

•

Trained, oversaw and mentored new team members to

strengthen performance and job expertise.

•

Handled over 80 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

•

Followed through on all critical inter-departmental escalations to increase customer retention rates.

•

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

•

Offered advice and assistance to customers, paying attention to special needs or wants.

•

• Handled day-to-day customer contact via phones, faxes SKILLS

• Report preparation

• Complaint resolution

• Sales expertise

Inbound and Outbound

Calling

•

Training development

aptitude

•

• POS systems expert

• Technical Support

Professional telephone

demeanor

•

• CRM

Medical terminology

knowledge

•

• Creative problem solving

• Multi-line phone talent

Albany Technical College

Albany, GA • Expected in

03/2023

BBA

Coosa Central High School

Rockford, AL • 05/2008

EDUCATION

and emails.

• Took payment information and other pertinent

information such as addresses and phone numbers to place orders.

• Provided primary customer support to internal and external customers.

• Initiated up-sell techniques to increase sales, boosting sales 50%

LiveOps - Customer Service Representative Specialist Columbus, GA • 10/2008 - 05/2013

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Provided primary customer support to internal and external customers.

• Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures

• Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or

direct to technical/service areas

• Maintain detailed and current knowledge of

company's/assigned client's products and services

• Provides standardized or scripted responses by utilizing basic user friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes

High School Diploma

• Welcomed, greeted and assisted guests in high-traffic store, generating $100,000 of dollars in business.

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