Customer Service Call Center/Customer Service Representative
Resume:
Kathleen Ellison
Customer service representative
Kansas City, MO 64111
*************@*****.***
Driven and personable Customer Solutions Specialist with over 10 years of experience interfacing with clients to ensure optimal service delivery. Dedicated and outside-the-box strategic thinker with expertise in customer relationship management, conflict resolution, time management, document control, and leadership. Dependable and courteous self-starter and team player seeking to leverage background into service/management role with a progressive organization. Demonstrated ability to complete tasks accurately despite interruptions and competing demands. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
IRS general clerk/data entry
TEEMA Group - Kansas City, MO
August 2022 to Present
Provide office support by performing data entry and clerical work requiring application of various work methods and procedures, and familiarity with departmental functions. Policies, and practices. Contract FEMA agent/call center agent
Pearl Interactive Network - Columbus, OH
March 2021 to Present
• Answer inbound calls from family members who lost someone due to covid-19 in a high volume call center
• Take applications from individuals applying for funeral assistance
• Answer any questions applicants have regarding the their application, the application process itself, and help applicants with any issues that may occur during the process
• Validate and substantiate all documents that the applicants submit with their application. Customer Service Representative
Gladstone Licensing Office - Gladstone, MO
April 2019 to Present
Processing of all new vehicle titles and registrations along with renewals.
• Consulted with upset customers to determine best methods to resolve service and billing issues.
• Reviewed customer data to assess current issues and determine eligibility for potential solutions.
• Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
• Communicated with supervisors to escalate customer concerns, store issues and inventory requirements.
• Addressed customer service inquiries quickly and accurately.
• Upheld privacy and security requirements established by state regulatory agencies.
• Assisted approximately thirty customers each day with procedures on how to license and title their vehicles correctly.
Customer Service Representative/assistant manager
Sunfresh market grocery store - Kansas City, MO
May 2017 to March 2019
• Expressed appreciation for patronage, inviting and encouraging customer return visits.
• Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
• Worked well in fast-paced environments to help over [Number] customers per day.
• Collaborated with managers and other team members to solve difficult or complex customer issues.
• Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
• Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
• Answered + inbound calls per day to address customer inquiries, resolve issues and provide information on new products and services and directed inbound calls to designated individuals or departments.
• Made customers top priority and employed active listening skills to understand needs and deliver first- rate service.
• Liaised between customers and retail buyers to expedite orders and meet customer demands.
• Communicated with supervisors on frequent basis to escalate customer concerns, store issues and inventory requirements.
• Assisted customers with completing quick and efficient sales transactions to guarantee high level of customer service.
• Maintained customer loyalty by providing fast, friendly and knowledgeable service for routine questions and customer complaints.
• Contributed to team success by filling in on cashier duties, providing product assistance, merchandising shelves and cleaning customer areas.
• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
• Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
• Consulted with upset customers to determine best methods to resolve complaints. Education
High school or equivalent in General
Milwaukee Lutheran High School - Milwaukee, WI
September 1986 to June 1990
High school or equivalent
Skills
• BUYING/PROCUREMENT (1 year)
• calendar management (1 year)
• maintenance (Less than 1 year)
• Multitasking (10+ years)
• ordering (1 year)
• Purchasing (1 year)
• Scheduling (2 years)
• time management (10+ years)
• Customer Service (9 years)
• Customer Care (8 years)
• Call Center (Less than 1 year)
• CSR (9 years)
• Customer Support (5 years)
• Leadership Experience (1 year)
• Retail Sales
• Google Docs
• Title Processing
• Customer Relationship Management
• Negotiation
• Relationship Management
• Personal Assistant Experience
• Conflict Management
• Document Management
• Microsoft Outlook
• Account Management
• Writing skills
• English
Certifications and Licenses
Unauthorized disclosure of classified information
March 2021 to Present
Cyber Awareness Challenge 2021
March 2021 to Present
OPSEC awareness
March 2021 to Present
Insider Threat Awareness
March 2021 to Present
Assessments
Customer Focus & Orientation — Expert
January 2020
Responding to customer situations with sensitivity Full results: Expert
Customer Service — Proficient
September 2019
Identifying and resolving common customer issues.
Full results: Proficient
Front Desk Agent (Hotel) — Highly Proficient
August 2020
Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Highly Proficient
Customer Service Fit — Highly Proficient
February 2020
Measures the traits that are important for high-quality customer service. Full results: Highly Proficient
Attention to Detail — Familiar
January 2020
Identifying differences in materials, following instructions, and detecting details among distracting information.
Full results: Familiar
Scheduling — Familiar
August 2019
Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Familiar
Management & Leadership Skills: Impact & Influence — Familiar February 2020
Adapting leadership style to accomplish goals using rational or emotional appeal. Full results: Familiar
Customer Service — Proficient
September 2020
Identifying and resolving common customer issues
Full results: Proficient
Work Style: Reliability — Highly Proficient
September 2020
Tendency to be dependable and come to work
Full results: Highly Proficient
Customer Focus & Orientation — Expert
January 2020
Responding to customer situations with sensitivity Full results: Expert
Administrative Support Professional Fit — Proficient October 2020
Measures the traits that are important for successful administrative support professionals Full results: Proficient
Customer Service — Proficient
September 2020
Identifying and resolving common customer issues
Full results: Proficient
Data Entry: Accuracy — Highly Proficient
October 2020
Entering data quickly and accurately
Full results: Highly Proficient
Call Center Customer Service — Proficient
October 2020
Applying customer service skills in a call center setting Full results: Proficient
Work Style: Reliability — Highly Proficient
September 2020
Tendency to be dependable and come to work
Full results: Highly Proficient
Management & Leadership Skills: Impact & Influence — Proficient October 2020
Choosing the most effective strategy to inspire and influence others to meet business objectives 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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