Summary
Overview
Work History
Education
Skills
Timeline
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Keziah Nelson

Kansas City,MO

Summary

Dynamic customer service professional with a proven track record at SS&C Health, excelling in call management and conflict resolution. Consistently exceeded performance metrics, enhancing customer satisfaction and loyalty. Skilled in building rapport and adept at data entry, I thrive in high-pressure environments, delivering effective solutions and driving revenue growth.

Overview

4
4
years of professional experience

Work History

Call Center Representative

SS&C Health
05.2023 - 04.2025
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Identified upselling opportunities to increase revenue generation.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.

Customer Service Representative

Wing Stop
03.2021 - 05.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated situations efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Education

High School Diploma -

Ruskin Highschool
Kansas City, MO
05-2023

Skills

  • Customer service
  • Call management
  • Conflict resolution
  • Data entry
  • Payment processing
  • Building rapport
  • Performance monitoring
  • Call control
  • Call flow

Timeline

Call Center Representative

SS&C Health
05.2023 - 04.2025

Customer Service Representative

Wing Stop
03.2021 - 05.2023

High School Diploma -

Ruskin Highschool

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