Customer Service Representative

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

KENDAL KNIGHT

Gastonia, NC 28052

980-***-**** - ******.********@*****.***

Trained in project and time management with extensive knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Personable Customer Service professional offering experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Successful Customer Service Representative with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability. Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance. Complaint resolution

Customer Relations

Exemplary work ethic

Service-oriented self-starter

Microsoft Office Suite proficiency

Empathetic and genuine

Professional telephone demeanor

Money handling abilities

Good listening skills

CRM

Key holder experience

Multi-line phone talent

07/2022 to Current Customer Service Representative Alorica – WAH, WAH

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

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

01/2022 to 07/2022 Customer Service Representative Omni Interactions/Independent Contract – WAH, WAH

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

Educated customers about billing, payment processing, and support policies and procedures.

Facilitated inter-departmental communication to effectively provide customer support.

Promptly responded to inquiries and requests from prospective customers. Effective liaison between customers and internal departments. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Exhibited high energy and professionalism when dealing with clients and staff. Sought ways to improve processes and services provided. Maintained up-to-date knowledge of product and service changes. Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Updated account information to maintain customer records. 10/2021 to 01/2022 Customer Care Representative

Nordstrom Rack – WAH, WAH

Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Responded to customer needs through competent customer service and prompt problem-solving.

Assisted call-in customers with questions and orders. Described product highlights and benefits to help guide purchasing decisions. 07/2021 to 10/2021 CSR, Sales

Valor Global – WAH, WAH

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

Responded to customer requests for products, services and company information. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Solved customer challenges by offering relevant products and services Answered constant flow of customer calls with minimal wait times 03/2021 to 07/2021 Customer Service Agent

Arise Work From Home – WAH, WAH

Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

Assisted call-in customers with questions and orders. Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies. Educated customers on company systems, form completion, and access to services.

Entered customer information into customized computer system with VMware, Microsoft Office and ASD to document and organize client records. Exhibited high energy and professionalism when dealing with all levels of clients and staff.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.

Responded proactively and positively to rapid change. Educated clients on account services and resolved client inquiries regarding statement information and account balances.

Adapted to new applications and maintained knowledge of current technologies. Communicated professionally with colleagues and clients. Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.

Resolved over 50 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management

05/2020 to 03/2021 Customer Service Representative Agent TTEC – WAH, WAH

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.

Answered constant flow of customer calls with minimal wait times. Managed over 70 customer calls per day.

12/2019 to 03/2020 Maintenance Crew Member

Walmart – Belmont, NC

Sanitized restrooms using such chemicals as ammonia to reduce spread of germs. EDUCATION

Reduced opportunities for theft and trespassers by securing all entrances and exits.

Followed instructions, both orally and written from Team Manager regarding daily job tasks and duties.

Quickly responded to internal service calls regarding operations, breakage and safety, improving overall employee satisfaction by 55% 08/2019 to 12/2019 Customer Service Associate

Nichols Foodservice – Belmont, NC

Developed and actualized customer service initiatives to decrease wait times. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Conferred with customers about concerns with products or services to resolve problems and drive sales.

Helped average of 80+ customers every day by approaching conversations with positive attitude and focus on customer satisfaction. Informed customers about special promotions and provided detailed information for various products.

01/2017 to 07/2019 Lead Customer Service Representative Circle K Convenience – Gastonia, NC

Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.

Planned schedules and workflows based on expected customer demands. Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member. Conferred with senior management to handle and correct disciplinary or knowledge issues.

Conferred with customers about concerns with products or services to resolve problems and drive sales.

Trained, oversaw and mentored new team members to strengthen performance and job expertise.

Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating

06/1989 High School Diploma

South Point High School - Belmont, NC

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