Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Aphodesia Mckelvey

Charleston,SC

Summary

Results-driven professional with a detailed and optimistic approach, excelling in team-building positions. Specializes in complex issue resolution and interpersonal development, constantly seeking investment opportunities to apply diverse skills and talents for the benefit of the entire business. Recognized for being motivating, tenacious, and positively energized by peers, superiors, and customers alike. Aims to become an unparalleled asset to the organization in terms of work output, professional relationships, and career advancement.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Care Professional

ZayZoon
11.2022 - Current
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed approximately 60-80 incoming chats and emails per day from customers.

Customer Service Specialist

Paycor
11.2021 - 10.2022
  • Documented customer correspondence in CRM to track requests, problems and solutions
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Achieved high satisfaction rating through proactive one-call resolutions of 30-60 customer issues daily.

Customer Service Lead (Overnight)

Serenity
02.2014 - 09.2021
  • Trained, oversaw, and mentored 10-12 new team members to strengthen performance and job expertise.
  • Assisted in escalated customer problems via phone, email, and live chat
  • Participated in project meetings, created new processes and procedures, and trained agents accordingly
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.

Education

Bachelor of Science - IT Management

WGU
Utah
12.2024

High School Diploma -

West Ashley High School
Charleston, SC
06.2006

Skills

    • CRM Software
    • Report Generation
    • Data Management
    • Customer Account Management
    • Strategic Planning
      • Training programs
      • Customer Relationship Building
      • Escalation management
      • Delegation and Supervision

Certification

Notary Public - South Carolina Secretary of State, 10/01/2015, 06/30/2025

Timeline

Customer Care Professional

ZayZoon
11.2022 - Current

Customer Service Specialist

Paycor
11.2021 - 10.2022

Customer Service Lead (Overnight)

Serenity
02.2014 - 09.2021

Bachelor of Science - IT Management

WGU

High School Diploma -

West Ashley High School

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Aphodesia Mckelvey