Freda Towns
Kansas City,MO
Summary
Dynamic client service professional with over 10 years of experience in fostering strong client relationships and enhancing customer satisfaction. Expertise in navigating customer service, product knowledge, and emerging consumer trends to deliver tailored solutions. Proven ability to excel in individual and collaborative environments, with a strong focus on training and mentoring new team members to align with company objectives. Committed to driving results through exceptional service and a deep understanding of client needs.
Overview
22
22
years of professional experience
Work History
Document Imaging Specialist
Iron Mountain
01.2025 - Current
- Operated document imaging equipment to convert physical documents into digital formats.
- Ensured accurate indexing and categorization of digital files for efficient retrieval.
- Collaborated with team members to maintain quality control standards during imaging processes.
- Assisted in training new staff on imaging procedures and software usage.
Customer Service Representative
TTEC
06.2020 - 02.2024
- I work for TTEC in the fraud department doing back office work from home for Bank of America accepting or denying claims.
- I worked in the fraud department for 3 years doing Data Entry as well as investigating clients claims to determine if they were liable for the purchases.
HR Specialist Corporate
H&R Block
01.2020 - 06.2020
- I assist associates with paycheck stubs, questions concerning W-2 as well as login information and any other HR questions they may have.
Customer Care Agent Alliance
Data
10.2017 - 09.2019
- Inbound calls
- Assisting clients with credit card payments
- Assisting store associates with authorizations
- Assisting clients with a positive attitude
Customer Service Representative
USA 800
05.2015 - 11.2016
- Processed transactions efficiently, ensuring accuracy and compliance with company policies.
- Resolved customer inquiries through multiple channels, enhancing satisfaction and retention.
- Provided product information and support, guiding customers to appropriate solutions.
Formulator
SAFC Bioscience
08.2012 - 06.2014
- Accurately selected, measured and combined prescription components to prepare custom orders.
- Worked off of batch records to properly weigh out powdered substances to scoop into different containers.
- Check rooms for equipment and cleanliness prior to use.
- Put on proper PPE as well as complete all documentation in accordance with Good Manufacturing Practices (c GMP) and SOP.
Front Desk Clerk
S&F Cleaning
02.2009 - 06.2010
- Maintained clean and presentable reception area to maintain professional business reputation.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Personally addressed and welcomed guests to business per day, improving overall customer service and engagement.
- Answered inbound calls
- Set appointments for cleaning crew
Secretary Receptionist
J&V Electrical
08.2006 - 10.2008
- Maintained office supplies by checking stocks and placing orders.
- Assisted with administrative tasks, including filing, answering phones and scheduling appointments.
- Greeted customers, answered general questions and directed to appropriate locations.
- Took accurate messages for staff and management to facilitate open and speedy communication.
Cashier Cook
G&G Fish And Ribs
04.2004 - 05.2006
- Managed customer service by training staff, overseeing operations and resolving issues quickly.
- Broke down heavy pallet loads of cases, boxes and bags.
- Developed positive vendor relationships.
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
- Cleaned dishes with detergent, rinsing and sanitizing chemicals in compartment sink.
- Wiped down and sanitized food preparation areas using dishcloths, hot water and cleaning products.
- Explained preparation of various menu items, describing ingredients and cooking methods to customers.
- Balanced tills, handled cash, processed credit card payment batches and prepared bank deposits.
Education
High School Diploma -
Southeast High School
Kansas City, MOSkills
- Customer relations
- Strong communication skills
- Customer Care
- Customer Support
- Call Center
- Customer Service
- Medicaid
- Data entry
- Call center experience
- Payment processing
- Data collection
Additional Information
- Skills
- Customer relations
- High-energy attitude
- Schedule mastery
- Call center experience
- Dish preparation
- Strong communication skills
- Excellent cook
Timeline
Document Imaging Specialist
Iron Mountain
01.2025 - Current
Customer Service Representative
TTEC
06.2020 - 02.2024
HR Specialist Corporate
H&R Block
01.2020 - 06.2020
Customer Care Agent Alliance
Data
10.2017 - 09.2019
Customer Service Representative
USA 800
05.2015 - 11.2016
Formulator
SAFC Bioscience
08.2012 - 06.2014
Front Desk Clerk
S&F Cleaning
02.2009 - 06.2010
Secretary Receptionist
J&V Electrical
08.2006 - 10.2008
Cashier Cook
G&G Fish And Ribs
04.2004 - 05.2006
High School Diploma -
Southeast High School