Kenya Haney
Dallas,Texas
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Over Head Door
Carrollton, TX
01.2017 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Receptionist Assistant
Hot Styles Barbershop
Indianapolis, IN
01.2012 - 01.2016
- Maintained order and cleanliness of reception area for professional and inviting atmosphere.
- Managed multi-line telephone system and greeted claimants during office visits.
- Prepared, collected and distributed outgoing and incoming mail and packages.
- Greeted numerous visitors, vendors and interview candidates.
- Organized electronic and hard copy filing systems for easy retrieval of documents and information.
- Prepared and maintained master calendar, collecting and disseminating general information.
- Communicated with individuals entering building to boost security, assist visitors and keep visitor log.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients and updated client records.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Answered central telephone system and directed calls accordingly.
- Responded to inquiries from callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone or postal mail.
- Managed multiple tasks and met time-sensitive deadlines.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Answered phone promptly and directed incoming calls to correct offices.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Scheduled and confirmed appointments and meetings for senior management team.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Supported various administrative duties by proofreading, transcribing and invoicing.
Education
High School Diploma -
West Side Leadership Academy
Gary, IN06.2011
Skills
- Upselling Products and Services
- Customer Account Management
- Responding to Difficult Customers
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Call Documentation
- Call Transfers
- Answering Customer Questions
- Customer Service and Assistance
Timeline
Customer Service Representative
Over Head Door
01.2017 - 06.2022
Receptionist Assistant
Hot Styles Barbershop
01.2012 - 01.2016
High School Diploma -
West Side Leadership Academy