Customer Service Call Center

R E M O T E C U S T O M E R S E R V I C E &

D A T A E N T R Y C L E R K

KELSEY SAUNOOKE

A customer service professional seeking a Remote Customer Service job role that has the opportunity for advancement in the future. Hard-working, dedicated and compassionate customer service expert with the ability to empathize with every customer to ensure the best customer experience is always the ending result. Using my excellent interpersonal and problem-solving skills as well as my genuine interest in helping people during particular hard times, I've developed excellent time-management skills to achieve proactive customer resolution. Driven to implement efficient customer service processes, streamline customer support, and devise innovative solutions for customer inquiries. Committed to being goal-oriented and result driven while providing excellent customer satisfaction and bottom-line growth for the organization S U M A R Y

C O N T A C T

Extremely proficient in verbal and written

communication skills.

Excellent Customer Service Skills.

Proficient Problem-solving abilities.

Advanced Troubleshooting skills.

Fast-Learner, Easily Adaptable and a great

Multi-tasker.

Organized, Goal-oriented and Self-

motivated.

Time Management, Attention to Detail as

well as being proficient in Data Entry along

with several Customer Service program

knowledge and experience.

English - Native

Spanish - Beginner

S K I L L S

E X P E R I E N C E

E D U C A T I O N

L A N G U A G E S

Phone: 602-***-****

Email: ********************@*****.***

Remote preferred, open to

Hybrid positions in the U.S.

located in Phoenix, AZ.

Address:

Business Administration and

Management

Fresno City College • 2011–2014

Boulder Creek High School • 2005–2008

Delivered goods and services to customers on time and in excellent condition.

Utilized GPS to optimize routes and continuously meet estimated delivery times.

Communicate with customer to keep them up to date with their order.

Make sure orders are complete before delivering it to customer.

Notify customer when order is delivered and complete delivery in app to start accepting new orders.

Receiving emergency and non-emergency calls, monitoring driver logs, keeping records, addressing problems, and dispatching appropriate team members to each call. Record all the calls, receive and dispatch orders and assess situation and prioritize calls.

Oversee the route of field units and track delivery and service call status and update driver and customer when necessary. Collect payment from specific accounts before dispatching the service/tow request.

Track and update call logs and data in software programs. Provide reports to upper management.

Responded to incoming calls, answered questions relating to company products, and provided general customer assistance such as online access, form completion and provided status updates on withdrawals and rollovers from customer retirement savings accounts in a fast-paced inbound call center environment. Validate withdrawal claims through the 800-Line and submit them directly to the Processing Center accurately and in a timely manner.

Fulfills phone requests for product and plan literature, quarterly statements, 1099 requests, withdrawal forms, etc.

Updates Salesforce system with all case notes as required. Refers callers to the Rollover department for sales opportunities or Regional Offices for specialized assistance

Assist the Withdrawal Call Center in handling inbound calls when required.

Dasher

Dispatcher/Release Representative

Call Center Specialist

Independent Contactor • May 2019 – present

Professional Towing and Recovery • Jan 2023– Mar 2023 Robert Half Talent Solutions • Dec 2022 to Jan 2023 High School Diploma

R E M O T E C U S T O M E R S E R V I C E &

D A T A E N T R Y C L E R K

KELSEY SAUNOOKE

E X P E R I E N C E C O N ' T .

Consistently provided friendly, courteous, and helpful customer service to all customers. Focused on customer needs, including bagging groceries, handling damaged or returned products, and assisting customers who need assistance loading their groceries and/or carry-out service. Checkout customers fast and efficiently, scanning each item or entering the correct item code and verifying produce weight to ensure accuracy.

Took payments from customers for goods or services and issue sales invoices as well as change or cash back when necessary.

At the end of the shift, clean the check stand, wipe down surfaces and take out trash as well as verified the cash register to ensure all money is accounted for. Consistently provided the best customer service as possible, always setting a good example for all employees a few but far from limited to skills are communication, adaptability, hard working, talented, multi-tasker, organized and self-motivated with the ability to work individually or in a teamwork environment. Always strove to maintain a safe, clean, and organized store by assisting with stocking the front of the store and ensuring cleaniness by completing a weekly cleaning list of assigned duties that are scheduled and specified every week in advance to ensure completion is done by the end of the week and signed off by the person who completed each task.

Cross-trained in all areas of the store's operations including Stocking/Sales associate duties, and responsibilities to strengthen my abilities to assist with a variety of shifts. When running into busy times, always verified the customer's order details and requests were completed and the order is ready to be handed to the customer and out of the store with everything they want and need, ensuring transaction and delivery going as smooth as possible. Lead, coach, and developed all employees on the Sales team as well as the Logistics team employees which states moving forward equiring all associates have the ability l to build a solid and successful Sales team that empowers one another to set goals and strive for them. Be a subject matter expert in the job position and duties assigned to you while modeling “Great Place To Work” behaviors.

Once all duties are signed off and completed if requested please assist your fellow employees with any questions, concerns and/or assistance to become the best sales team associate possible. Grocery Store Clerk

Merchant Escalated Support Representative

Sales Manager

Safeway, LLC. • Aug. 2022– Dec. 2022

DoorDash • Oct 2019- July 2021

Harbor Freight Tools • April 2015- Oct. 2019

Tier 3 Customer Service agent trained to solve on average over 30 complex incoming cases a day via phone, email, or chat.

Responsible for answering all inbound calls from Merchant's only, transferring any calls to the appropriate team when necessary if the caller is not a Merchant due to assigned teams. Must have the ability to navigate through challenges and maintain professionalism at all times. Assisted Merchants with all requests, updates and/or issues with their account. Handled all calls with the best customer service as possible, using active-listening skills when assisting all Merchant's.

Notated in Salesforce all details, including the steps I took to resolve the issue and/or update that was made to the Merchant's account, striving for first call resolution for each case. Utilized time-management when a Merchant requested a quick update must be fast, organized and pay attention to details when assisting with the request/update in order to meet metric goals set for each team.

Requested all Merchant's to pass the verification process in order to make updates and/or assist with request due to speaking regarding sensitive information. Utilized several different programs daily to assist Merchant's regarding missing payments, account information updates as well as troubleshooting their webpage on the DoorDash platform in the occurrence of an issue that arrose, resolved the issue and assured the Merchant was assisted with all requests.

More previous job position experience information provided upon request. Job industry was Food and Beverage providing each customer personable ervices.

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