Center Representative Customer Service
Resume:
Kendrick Mcilwain
Charlotte, NC *****
*************@*****.***
Authorized to work in the US for any employer
Work Experience
Delivery Driver
Amazon DSP - Charlotte, NC
August 2022 to Present
• Complete a safety/operation Inspection on delivery vehicle prior to starting shift.
• Scan in inventory prep and sort in order according to delivery destination.
• Load sprinter van with assorted packages.
• Complete delivery route in a timely professional manner averaging 100-350 package, with 100-200 stops per day.
• Maintaining a great relationship with current and/or future customer, all while following customer notes far as when and where they would prefer their packages delivered, taking in consideration weather, possibility of theft, rights to privacy, and preference.
• Operating delivery vehicles in the most safe and responsible manner, keeping in mind pedestrians, other drivers, customers property.
• End the shift with a end of day inspection for the vehicle along with cleaning up behind yourself for the next driver.
• Maintain good numbers on scorecards regarding on road safety and delivery personnel etiquette as an individual and as a team.
Customer Service Specialist
Spectrum Business - Charlotte, NC
May 2020 to August 2020
Reach out to businesses who utilize cable internet and phone as well as mobile services. Bundle packages to fit a customers needs. Maintain client customer relationship. Customer Service Representative
Sirius XM Radio Contact Center - Orlando, FL
October 2019 to April 2020
Assisted new and existing clients with satellite radio subscriptions
XM radio subscription changes upgrades and cancellations
Met and exceeded departmental sales goals
Store Manager
Metro PCS - Charlotte, NC
August 2016 to October 2019
Welcomed New and returning customers with a high level of customer service
Supervised employees to ensure smooth operation of store; Trained and assisted with new hire onboarding
Assisted customers with opening new accounts and device activation
Recommended new products to customers to meet and exceed daily sales quotas
Obtained Knowledge of Metro products plans and promotions
Process POS payments for plans, devices and accessories
Assisted with repairs and software resolution for customers
Operated Metro Asap and Web InComm system
Performed weekly inventory on Devices and Accessories
Managed opening and closing of the store
Processed daily monetary deposits for banking corporation Retirement Service Center Representative
Wells Fargo Bank, N.A - Charlotte, NC
January 2013 to June 2015
Assisted Clients with Retirement Benefits such as 401(K) plans and additional retirement investments; Assisted in Enrollment and Closing of Accounts
Reviewed Institution Plan Rules and followed proper protocol
Provide quality customer service via inbound call center while building Wells Fargo client relationships maintaining first contact resolution
Responded to customer telephone inquiries regarding Retirement plans by providing account information, educating callers of investment options, and processing transactions such as loans, and plan distributions
Made follow up outreaches to client/alternate carriers in reference to verifying accounts via Phone or Email based off client preferences
Managed and Retained a high volume of information, while effectively balancing quality and productivity exceeding daily targeted quotas
Close attention to detail while making sure the client's needs are satisfied
Top Quality Control and Customer Satisfaction scores Education
A.A in Business Administration
Fayetteville State University - Fayetteville, NC
August 2010 to May 2012
High School Diploma
East Lincoln High School Denver - Denver, NC
August 2009 to June 2010
Skills
• Retail Management
• POS
• Assistant Manager Experience
• Store Management Experience
• Employee Orientation
• Inside Sales
• Supervising Experience
• Account Management
• Sales Management
• Purchasing
• Recruiting
• Cash Handling
• Management
Certifications and Licenses
Driver's License
Assessments
Warehouse Associate — Familiar
May 2020
Assesses the tendencies that are important for success in warehouse roles Full results: Familiar
Verbal Communication — Highly Proficient
February 2020
Speaking clearly, correctly, and concisely
Full results: Highly Proficient
Sales: Influence & Negotiation — Proficient
March 2020
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
Full results: Proficient
Call Center Customer Service — Completed
May 2020
Applying customer service skills in a call center setting. Full results: Completed
Manufacturing: Quality Inspection — Highly Proficient March 2020
Making precise measurements, reading prints, and making pass/fail decisions. Full results: Highly Proficient
Customer Focus & Orientation — Proficient
February 2020
Responding to customer situations with sensitivity Full results: Proficient
Attention to Detail — Familiar
March 2020
Identifying differences in materials, following instructions, and detecting details among distracting information.
Full results: Familiar
Work Style: Reliability — Completed
March 2020
Tendency to be dependable and come to work
Full results: Completed
Work Style: Conscientiousness — Proficient
March 2020
Tendency to be well-organized, rule-abiding, and hard-working Full results: Proficient
Customer Service Fit — Familiar
March 2020
Measures the traits that are important for high-quality customer service. Full results: Familiar
Inside Sales — Highly Proficient
February 2020
Actively listening and responding appropriately; performing common sales calculations. Full results: Highly Proficient
Workplace English — Expert
March 2020
Understanding spoken and written English in work situations. Full results: Expert
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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