Debra G. Kite
Mineral Wells Nursing And Rehabilitation Center
Mineral Wells ,TX
22
years of professional experience
Dedicated Customer Service Representative/Office Manager, skilled in recruitment, onboarding, and employee development. Known for strong problem-solving and customer service skills, contributing to a positive workplace culture and ensuring compliance with regulations.
Work History
Human Resources Coordinator
3 Years 2 Months- Managed employee onboarding programs, ensuring smooth integration into workplace culture.
- Coordinated recruitment processes, including job postings and candidate screenings, taking groups of 10 new hires at a time.
- Assisted in developing training materials to enhance staff development and compliance initiatives.
- Maintained accurate employee records in HRIS, supporting data integrity and reporting needs.
Deputy Clerk
10 Years 6 Months- Assisted in preparing financial reports, identifying discrepancies, and recommending corrective actions
- Streamlined data entry processes using tax software to enhance efficiency and reduce errors
- Assisted in the preparation of various tax-related reports, ensuring accurate figures and compliance with regulations.
- Collaborated with other departments to ensure seamless communication regarding tax matters and document processing.
- Researched tax issues and formulated clear and concise conclusions.
- Increased taxpayer compliance by assisting in the development of educational materials about taxation requirements for public distribution.
- Kept case data and contact information up to date to expedite proceedings.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
- Recommended financial solutions in relation to tax implications.
- Conducted call audits to assess interaction quality, accuracy and service success.
- Produced briefs, located records and organized documentation to support court cases.
- Expedited resolution of delinquent accounts through diligent monitoring and follow-up communication with non-compliant taxpayers.
- Managed taxpayer inquiries with professionalism and knowledge, resolving issues promptly and accurately.
- Enhanced customer satisfaction by providing clear explanations of complex tax concepts to taxpayers during meetings or phone calls.
- Developed strong working relationships with external agencies such as auditors or legal counsel for streamlined collaboration on complex cases, taking on 30% of all foreclosed tax information information and creating a spreadsheet for the Tax Attorney for Palo Pinto County.
Operations Manager, Customer Experience
1 Year 2 Months- Analyzed customer feedback data to identify trends and drive strategic initiatives for satisfaction enhancement.
- Developed and implemented process improvements to streamline service delivery and reduce response times.
- Led cross-functional teams to enhance customer experience and operational efficiency.
- Facilitated training sessions for staff, fostering a culture of continuous improvement in customer engagement practices. opened up 100% of new offices within my county and 3 other counties.
- Mentored junior team members, enhancing their skills in customer interaction and problem resolution techniques.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
- Introduced new technologies to optimize operational efficiency and improve overall customer experience.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed new employees and ongoing performance assessment of current employees.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Identified and qualified customer needs and negotiated and closed profitable projects with a high success rate.
Call Center Customer Service Representative
5 Years 2 Months- Responded to high-volume calls, maintaining professionalism in challenging situations, sometimes dealing with over 30% of customers who had a challenging situation to resolve.
- Assisted customers with account inquiries, resolving issues efficiently and accurately.
- Utilized CRM software to document interactions and track customer feedback.
- Collaborated with team members to improve service delivery and customer satisfaction ratings.
- Analyzed customer feedback data to identify trends and recommend process improvements.
- Led initiatives to enhance response times, resulting in improved customer experience scores.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
Education
Associate of Applied Science - Business Communication
Skills
Employee relations/motivation
Microsoft Office Suite and DocuSign
Hiring and onboarding/Background checks/Performance Mgmt.
Documentation/Document control/Paperwork processing
Microsoft Office
Suite
PowerPoint
Excel
Data collection/Spreadsheets/Record Keeping
Customer relations/Customer Service/Online Support
Professional telephone demeanor
Follow-up skills
Call center experience/Call handling
Complaint management/Problem resolution/Negotiation tactics
Clerical support/Office equipment proficiency
Timeline
Human Resources Coordinator
Mineral Wells Nursing And Rehabilitation Center
05.2022 - 07.2025Read More
Deputy Clerk
Palo Pinto County
03.2009 - 09.2019Read More
Operations Manager, Customer Experience
UR Resources, Inc.
11.2008 - 01.2010Read More
Call Center Customer Service Representative
First Financial Bank
07.2003 - 09.2008Read More
University of Phoenix
Associate of Applied Science from Business Communication
Read More