Kendra Friendly
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Maximus
12.2023 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Customer Service Representative
Arise Platform
05.2022 - 01.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Made outbound calls to obtain account information.
- Set up and activated customer accounts.
Customer Service Representative
Modivcare
10.2021 - 07.2022
- Improved customer service wait times to mitigate complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
High School Diploma -
Mcnair High School
Atlanta, GA06.1992
Skills
- Call Documentation
- Issue and Complaint Resolution
- Needs Assessment
- Customer Service
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Inbound and Outbound Calling
- Call Center Operations
Timeline
Customer Service Representative
Maximus
12.2023 - 05.2024
Customer Service Representative
Arise Platform
05.2022 - 01.2023
Customer Service Representative
Modivcare
10.2021 - 07.2022
High School Diploma -
Mcnair High School
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