Dynamic Customer Service Professional with Scheduling Expertise
Resume:
Kellie Henderson
Houston, TX *****
*****************@*****.***
Professional Summary
Dynamic customer service professional with 10+ years of experience in high-volume call centers and scheduling. Brings expert skills in managing inbound/outbound calls, appointment coordination, and data entry with a proven ability to multitask and maintain customer satisfaction. Adaptable and detail-oriented in fast-paced environments.
Work Experience
Hardlines Merchandiser
Goodwill Industries-Houston, TX
July 2025 to January 2026
• creating visual displays
• pricing products
• inventory management
• providing customer service
• often lifting up to 40-100 lbs.
Companion Care
Total Joy Homecare-Houston, TX
March 2024 to June 2025
• Provided compassionate conversation and personal engagement, ensuring a positive experience for clients.
• Assisted with scheduling and coordinating transportation for appointments, errands, and social activities.
• Reminded clients to take medications and maintained accurate records of daily routines.
• Managed meal preparation and performed light housekeeping tasks to support client well-being.
• Communicated effectively with clients and families to address needs and resolve concerns promptly. Customer Service Representative
Shell Energy Retail-Houston, TX
March 2023 to December 2023
• Delivered customer service via telephone, email, and in-person, addressing inquiries and resolving issues efficiently.
• Scheduled, updated, and managed customer utility service appointments and account changes.
• Entered and maintained accurate customer information in databases and processed payments.
• Researched and responded to customer complaints, escalating issues as needed for resolution.
• Collaborated with team members to ensure seamless customer support and adherence to policies. Customer Service Representative
Chicos, WHBM-Atlanta, GA
November 2022 to March 2023
• Processed and shipped customer orders, ensuring timely and accurate account maintenance.
• Communicated with warehouse and sales staff to coordinate order fulfillment and resolve issues.
• Assisted customers via phone, addressing inquiries and providing support for order status and scheduling.
• Analyzed sales and inventory reports to support efficient operations and customer satisfaction.
• Supported account management by updating records and assisting with inventory availability. Operations Supervisor
Humana Pharmacy-Houston, TX
August 2019 to March 2022
• Supervised and trained employees, ensuring high-quality customer support and efficient scheduling.
• Planned and executed departmental budgets, overseeing inventory and office administration.
• Developed and implemented strategies to improve operations and streamline scheduling processes.
• Evaluated employee performance, provided feedback, and addressed operational challenges.
• Ensured compliance with company policies and maintained accurate records for reporting. Customer Service Representative
Cox Communications Inc.-Houston, TX
April 2013 to May 2018
• Provided product information and recommendations to customers via phone and other channels.
• Maintained and updated customer records, ensuring accuracy and confidentiality.
• Collaborated with departments to resolve customer issues and escalate complex inquiries as needed.
• Participated in training programs to enhance customer service and call handling skills.
• Consistently met or exceeded performance metrics in a fast-paced call center environment. Education
Certified Registered Central Service Technician (CRCST) (Certified) Fortis College-Houston, TX
January 2009 to February 2010
High School Diploma
Marquette Learning Center-Houston, TX
March 2006 to September 2008
Skills
• Customer service
• Call center operations
• Scheduling
• Appointment management
• Data entry
• Microsoft Outlook
• Problem-solving
• Communication skills
• Complaint resolution
• Attention to detail
• Multitasking
• Team collaboration
• Customer issue escalation
• Organizational skills
• Microsoft Excel
Certifications and Licenses
Driver's License
Driver's License
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