Kiana Banks
Elizabeth City,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail and law industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Experience Coordinator
TJX Companies
Greensboro, NC
08.2021 - Current
- Helped customers understand return policies and processed items.
- Looked up orders, provided estimated arrival details and assisted with delivery logistics.
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
- Created successful promotions such as giveaways and membership drives.
- Oversaw front register operations and maintained exceptional levels of customer service in all interactions.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Contacted clients to verify account information and maintain accuracy, resulting in 50% increase in client satisfaction
Merchandise Associate
TJX Companies
Elizabeth City & Greensboro , NC
10.2016 - 08.2021
- Transported merchandise to sales floor and restocked shelves, racks and bins.
- Greeted, serviced and thanked all customers.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Answered customer questions regarding store merchandise, department information and pricing.
- Created attractive displays to promote items.
- Prepared interesting and innovative visual displays to grab customer interest and promote sales.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Managed over 50 customer calls per day.
- Processed over 30 credit applications per month.
Legal Assistant Intern
Donahue Criminal Defense
Nags Head, NC
05.2021 - 07.2021
- Reviewed legal information and proofed documentation for errors.
- Organized legal filing system to maximize efficiency.
- Performed legal and general research, drafting memoranda and correspondence.
- Conferred with clients and other involved parties to gather and track case information.
- Attended depositions and court proceedings and prepared summaries on cases.
- Prepared written correspondence for attorneys.
- Managed day-to-day legal activities such as subpoena services for Clerk's office with attorney.
- Conducted research for upcoming cases for firm's attorney.
Clerk's Office Intern
Perquiman's Clerk Of Court
Hertford, NC
05.2021 - 07.2021
- Completed clerical tasks such as filing, copying and distributing mail.
- Sorted and organized files, spreadsheets and reports.
- Developed correspondence letters, memos and emails.
- Restocked office supplies and retrieved files for staff.
- Shadowed in court while learning about different types of law.
- Collaborated in professional team to solve workflow issues.
Legal Assistant Intern
Donahue Criminal Defense
Elizabeth City, NC
03.2020 - 08.2020
- Answered calendar call in court
- Created networks with lawyers, judges, and clerks
- Learned how to write up expunctions
- Reviewed legal information and proofed documentation for errors.
- Organized legal filing system to maximize efficiency.
- Performed legal and general research, drafting memoranda and correspondence.
- Conferred with clients and other involved parties to gather and track case information.
- Prepared written correspondence for attorneys.
- Gained valuable insight into regulations and policies associated with Criminal/Civil law.
- Adhered to privacy laws to avert possible information breaches and protect client data.
- Supervised appointment scheduling for one attorney and made adjustments and changes through Google Calendar application.
- Created over 10 new client folders per day
Intern
Michael P. Sanders, Attorney At Law
Elizabeth City, NC
05.2019 - 07.2019
- Analyzed problems, identified solutions and made decisions.
- Interacted with customers by phone, email or in-person to provide information.
- Completed research, compiled data, updated spreadsheets and produced timely reports.
- Restocked office supplies and retrieved files for staff.
- Delivered clerical support by handling range of routine and special requirements.
- Upheld office schedule and calendar to coordinate workflow and meetings.
- Attended depositions and court proceedings and prepared summaries on cases.
- Created over 10 new client folders per day.
- Answered over 50 client calls per day.
Education
Bachelor of Arts - Law (Pre-Law)
University of North Carolina
Greensboro, NC05.2022
No Degree - Political Science
University of Tartu
Tartu, Estonia08.2020
Skills
- Order and Refund Processing
- Client Relationships
- Planning Schedules
- Returns Policies
- Local Court Procedures
- Legal File Maintenance
- Trial Preparation Assistance
Timeline
Customer Experience Coordinator
TJX Companies
08.2021 - Current
Legal Assistant Intern
Donahue Criminal Defense
05.2021 - 07.2021
Clerk's Office Intern
Perquiman's Clerk Of Court
05.2021 - 07.2021
Legal Assistant Intern
Donahue Criminal Defense
03.2020 - 08.2020
Intern
Michael P. Sanders, Attorney At Law
05.2019 - 07.2019
Merchandise Associate
TJX Companies
10.2016 - 08.2021
Bachelor of Arts - Law (Pre-Law)
University of North Carolina
No Degree - Political Science
University of Tartu