Deaundra Kelley
griffin,Georgia
Summary
Results-driven professional with extensive experience in customer support and data entry. Expertise in conflict resolution and CRM software, dedicated to enhancing service delivery and fostering strong customer relationships.
Overview
15
15
years of professional experience
Work History
Customer Support Specialist
Oakstreet Health Clinic
Remote
02.2021 - 08.2026
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined support processes to enhance service delivery and reduce response times.
- Trained new team members on customer service protocols and best practices.
- Collaborated with healthcare providers to address patient needs and improve satisfaction levels.
- Managed escalated issues, ensuring timely resolutions while maintaining patient trust.
- Managed high call volume, ensuring timely responses and effective resolutions for all customer concerns.
- Reduced wait times through efficient call handling, boosting customer satisfaction rates.
- Built rapport with customers by employing empathetic listening to address unique needs.
- Delivered exceptional service by consistently exceeding performance metrics for quality, speed, and accuracy.
- Enhanced team performance by providing continuous training and support to representatives.
Data Entry Clerk
UPS
College Park, GA
10.2011 - 07.2020
- Input large volumes of data into internal systems with precision and attention to detail.
- Verify accuracy of data entries through regular audits and cross-checking processes.
- Maintain organized filing systems to ensure quick retrieval of information as needed.
- Collaborate with team members to streamline data entry procedures and enhance workflow efficiency.
- Implement quality control measures that improved overall data integrity within the department.
- Develop and document standard operating procedures for data entry tasks, ensuring compliance with company policies.
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
Customer Service Representative
Verizon Wireless
Remote
04.2017 - 01.2020
- Resolved customer inquiries through multi-channel support, enhancing overall satisfaction and loyalty.
- Trained new employees on systems and protocols, fostering a cohesive team environment.
- Utilized CRM software to track and manage service requests efficiently, ensuring prompt responses.
- Conducted quality assurance reviews of customer interactions, identifying areas for improvement and training needs.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Master of Arts - Cosmetology
Empire Beauty School
Morrow, GA01-2020
High School Diploma -
Griffin High School
Griffin, GA05-2011
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Live chat support
- Conflict resolution
- Appointment scheduling
- Salesforce
- Payment processing
- Multitasking and organization
- Customer service excellence
Timeline
Customer Support Specialist
Oakstreet Health Clinic
02.2021 - 08.2026
Customer Service Representative
Verizon Wireless
04.2017 - 01.2020
Data Entry Clerk
UPS
10.2011 - 07.2020
Master of Arts - Cosmetology
Empire Beauty School
High School Diploma -
Griffin High School