Summary
Overview
Work History
Education
Skills
Timeline
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Iesha Key

Decatur,GA

Summary

With 14 years of experience, I've consistently delivered excellent customer service by empathizing with clients, actively listening to their needs, and addressing concerns. As a seasoned leader, I've crafted strategic visions and executed plans to achieve organizational goals. My team-nurturing and mentoring skills have empowered individuals to excel in their performance. In a dynamic business environment, I've adapted to technological shifts and evolving industry trends while maintaining an unwavering focus on customer satisfaction. As a professional, I excel in innovative problem-solving. Whether it's streamlining processes, enhancing customer experiences, or improving products, I consistently find creative solutions to be set apart.

Overview

14
14
years of professional experience

Work History

Customer Service Representative/Social Medial Analyst

The Home Depot
10.2016 - Current
  • Record account information accurately
  • Clarify customer complaints
  • Explain best problem solvers
  • Follow up to ensure resolution
  • Ensure timely updates and modifications as needed
  • Monitor online brand mentions for customer comments and engage customers on social platforms to resolve customer service issues and create share-worthy customer experiences
  • Create unique content to help current customers and future shoppers overcome challenges
  • Partner with Marketing and PR to ensure customers receive consistent messaging and support.

Call Center Agent

ASSURANT
03.2014 - 11.2016
  • Answered inbound phone calls from customers provide assistance in setting up service for extended warranty
  • Navigated with more than one computer screen while handling calls to search thru contracts
  • Searched internal database for service providers who match for product(s) which are in need of repair
  • Recruited service professionals into client's network to service customers
  • Memorized different type of appliance function, which technicians work on specific brands and which states technicians work in.

Shift Leader/Cashier

Burgerfi
01.2012 - 08.2014
  • Managed shift operations, overseeing both front-of-house and back-of-house staff
  • Trained new team members on menu items, service standards, and safety protocols
  • Organized employees schedule each week to ensure coverage for all shifts
  • Operated cash registers accurately, handling transactions and providing change
  • Conducted end-of-shift cash drawer counts and reconciled discrepancies
  • Followed cash handling procedures to minimize errors and losses
  • Adhered to OSHA and food safety standards
  • Maintained and clean and sanitized every work environment.

Hostess/Server

U BAR
02.2010 - 06.2011
  • Answered phone and entered dinner reservations into the system
  • Escorted customers to their tables, bringing menus, silverware, and water
  • Communicated efficiently with kitchen staff on special orders
  • Developed relationships with regular customers to promote top customer service standards
  • Maintained tidy host stand to reflect cleanliness and organization of the restaurant for incoming guests
  • Efficiently communicated with kitchen staff on special orders
  • Consistently earned the highest tips by anticipating customer needs and maintaining a cheerful disposition
  • Multi-tasked in a fast-paced environment, checking on tables regularly to address any customer needs.

Education

Diploma -

Miller Grove High School
Lithonia
05.2010

Skills

  • Call center experience
  • Customer Retention Strategies
  • Employee Coaching
  • Technical Support
  • Team Leadership
  • POS System Operation
  • Sales Reporting
  • Food inspection
  • Shift Management
  • Relationship Building
  • Customer Education
  • Project management abilities
  • Escalation management
  • Problem-solving abilities

Timeline

Customer Service Representative/Social Medial Analyst

The Home Depot
10.2016 - Current

Call Center Agent

ASSURANT
03.2014 - 11.2016

Shift Leader/Cashier

Burgerfi
01.2012 - 08.2014

Hostess/Server

U BAR
02.2010 - 06.2011

Diploma -

Miller Grove High School

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Iesha Key