Barbara Kanta
Leland,NC
Summary
Customer-centered Library Assistant successful at working with different personalities and thrives on delivering top notch service. Knowledgeable in circulation procedures and payment processing. Offers successful career history comprising more than 1.5 years.
Well-spoken Library Assistant offering excellent skills in customer assistance helping patrons use library technological services and resources. Expert user of POLARIS library system. Knowledge of library operations and services.
Overview
21
21
years of professional experience
Work History
Library Assistant
Brunswick County
08.2022 - Current
- Enhanced patron experience by providing efficient and courteous customer service at the circulation desk.
- Promoted literacy and reading enjoyment through developing engaging book displays and promotional materials.
- Supported community engagement initiatives by assisting with successful library events and programs for patrons of all ages.
Customer Service Representative
Verizon
03.2013 - 03.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained and exceeded quality metrics.
Customer Service Representative
RCH Cable
03.2012 - 04.2013
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Answered constant flow of customer calls with minimal wait times.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Support Specialist
CONVERGYS CMG
07.2003 - 06.2011
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
- Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within the team.
- Led initiatives aimed at boosting team morale through recognition programs, incentives, or other motivational strategies designed to encourage top-notch performance from every member of the support staff.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Education
No Degree - Art; Women's Studies
Austin Peay State University
Clarksville, TNSkills
- Computer Assistance
- Circulation Desk Duties
- Library Services
- Processes and Procedures
- Inter-Library Loans
- Cataloging and Shelving
- Literary Knowledge
- Telephone Etiquette
- Patron Registration
- Guide Patrons in use of computers and Printing
- Written and Oral Communication
Timeline
Library Assistant
Brunswick County
08.2022 - Current
Customer Service Representative
Verizon
03.2013 - 03.2019
Customer Service Representative
RCH Cable
03.2012 - 04.2013
Customer Support Specialist
CONVERGYS CMG
07.2003 - 06.2011
No Degree - Art; Women's Studies
Austin Peay State University
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