Arnita Avery-Kelly
Woodbridge,VA
Summary
Dynamic and customer-focused professional with extensive experience at Buena Vista Hair Salon and Brightstar Protective Agency. Proven ability in relationship building and issue resolution, enhancing client satisfaction and loyalty. Skilled in payment processing and product upselling, consistently delivering exceptional service and driving repeat business.
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Cosmetologist
Buena Vista Hair Salon
09.2020 - 12.2024
- Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Demonstrated high level of customer service to increase retention and satisfaction.
- Processed payments, entering sales in register for prompt customer service.
Customer Support Specialist
Brightstar Protective Agency
01.2017 - 08.2020
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
Customer Service Representative
Sam's Club Membership Services
02.2014 - 08.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
Bachelor of Science - Biology
Clark College
Atlanta, GAHigh School Diploma -
Yorktown High School
Arlington, VASkills
- Social skills
- Friendly communication
- Active listening
- Licensed cosmetologist
- Client consultations
- Product knowledge
- Sales expertis
- Sales and upselling
- Relationship building and management
- Issue resolution
- Product demonstrations
- QuickBooks proficiency
- Payment processing expertise
- Client loyalty building
- Payment processing
Certification
- Cosmetology License - WV Board of Cosmetology.
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Cosmetologist
Buena Vista Hair Salon
09.2020 - 12.2024
Customer Support Specialist
Brightstar Protective Agency
01.2017 - 08.2020
Customer Service Representative
Sam's Club Membership Services
02.2014 - 08.2016
Bachelor of Science - Biology
Clark College
High School Diploma -
Yorktown High School
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