Amber Kelso
Hollywood ,FL
Summary
Dynamic professional with expertise in customer service and client relations, honed at T-Mobile. Proven track record in resolving inquiries and enhancing user experience through critical thinking and active listening. Increased customer satisfaction by educating clients on products and services. Skilled in data entry and payment processing, contributing to streamlined operations and improved service delivery.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
T-Mobile
Miramar, FL
05.2018 - 11.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in troubleshooting technical issues with devices and services, enhancing user experience.
- Maintained accurate records of customer interactions within CRM systems for follow-up and analysis.
- Collaborated with team members to streamline processes and improve overall service delivery.
- Educated customers on products and services, resulting in increased satisfaction and loyalty.
Hair Stylist
Over the Edge Salon
Hollywood, FL
06.2009 - 08.2017
- Provided personalized hair consultations to determine client preferences and needs.
- Executed a variety of cutting, coloring, and styling techniques to enhance client satisfaction.
- Maintained cleanliness and organization of workstations to ensure a professional environment.
- Built strong relationships with clients, fostering loyalty and repeat business through exceptional service.
- Assisted in training new staff on salon protocols and customer service standards.
- Recommended and sold hair care products based on client needs to improve hair health and maintenance.
- Adapted quickly to new styling trends and techniques, enhancing skill set and service offerings.
- Collaborated with team members to streamline salon operations, improving overall efficiency and workflow.
- Consistently maintained cleanliness of the workspace, ensuring a safe and welcoming environment for clients.
- Built a loyal clientele through exceptional customer service and attention to detail in styling techniques.
- Processed payments, entering sales in register for prompt customer service.
- Enhanced client satisfaction by providing personalized haircuts, styling, and color services.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Collaborated with fellow stylists to create a positive work environment and share best practices.
- Conducted thorough consultations with each client before beginning any service, ensuring clear communication regarding desired outcomes.
- Successfully managed a high volume of clients during peak hours while maintaining a calm and efficient demeanor.
- Educated customers on products to maximize benefits.
- Achieved consistent positive feedback from clients regarding their experience at the salon due in part to attentive listening skills during consultations.
- Stayed updated on current hair trends and techniques to make customers look fashionable and increase satisfaction.
- Increased salon revenue by upselling products and additional treatments during appointments.
- Resolved guest complaints about service or style.
- Counted and documented opening and closing cash amounts daily.
- Organized sales area and work station to showcase products and boost sales.
Education
Cosmetology
Sheridan Technical College
Hollywood, FL05.2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Product knowledge
- Appointment scheduling
- Data collection
- Product sales
- Customer education
- Multi-line phone talent
- Sales expertise
Timeline
Customer Service Representative
T-Mobile
05.2018 - 11.2024
Hair Stylist
Over the Edge Salon
06.2009 - 08.2017
Cosmetology
Sheridan Technical College