Customer Service Representative

Kyla Farmer

adx0tt@r.postjobfree.com 706-***-****

Skills

Knowledge of Microsoft Office

Written and oral communication

Strong customer service and client focus

Multi-channel customer care

Knowledge of Order Management SAP ECC

Knowledge of Salesforce

Knowledge of SAP CRM

REX parts ordering system

Client focused conflict resolution

Accurately analyzes situations and works well under pressure and time constraints

Maintains accurate records and reports

EXPERIENCE

Electrolux/Frigidaire THD-JCP Augusta, Georgia

Customer Service Representative Apr. 2018 – Mar. 2023

Presents consumer with agreeable resolutions by addressing their questions/concerns and or complaints in a time efficient manner.

Provides direction with training new hires on proposing solutions that balance company policies and guidelines while satisfying the consumers’ needs.

Aids in successful delivery of The Home Depot major appliances by processing replacements, issuing allowances, or rescheduling delivery when needed.

Honored with the opportunity to lend a helpful eye to the revamping of Home Depot/JCPenney reschedule training manual, as a new hire.

Demonstrates drive to succeed by constantly seeking advice on ways to show improvement and growth while meeting departmental metrics

Urban Outfitters Augusta, Georgia

Contact Coordinator Nov. 2014 – Apr. 2018

Act as a liaison between various teams within the organization such Home Office and distribution centers to ensure web/product issues are addressed as needed.

Maintain contact center traffic control through monitoring live productivity metrics like average handle time; talk-time, availability, and wait time.

Propose resolutions for customer escalations that promote both customer and business satisfaction.

Engage in problem solving by educating representatives on our company’s best practices to optimize the customer’s experience.

Teleperformance USA Augusta, Georgia Quality Assurance Analyst June. 2012 – Nov. 2014

Provided effective feedback regarding agent performance via monitoring calls, identifying areas of improvement and success according to DirecTV expectations.

Effectively communicated with Teleperformance operations management, supervisors, client services, and DirecTV.

Ensured all policies and procedures were followed to maintain integrity of corporate directives.

Teleperformance USA Augusta, Georgia

Customer Service Representative Oct. 2011 – June 2012

Provided exceptional customer service to DirecTV customers while empathetically engaging and assisting clients with billing concerns

Chosen as a key participant of the newest ramp up project that dealt solely with new customer call handling.

Assigned as Floor Assistant by supervisor based on quality scores and attendance

Coached new hires and provided suggestions on best practices to attain high quality scores to help new agents succeed

EDUCATION

Associate of Science • June • Virginia College

3.6 Overall GPA

President’s List Recipient & Dean’s List Recipient

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