Kachelle Jefferson
Dallas,TX
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
19
19
years of professional experience
Work History
Licensed Insurance Agent
RemX
Miramar, Florida
07.2022 - 12.2024
- Collaborated with internal teams such as Underwriters and Claims Adjusters to ensure accuracy.
- Leveraged industry trends to shape solutions and approaches.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Established relationships with vendors that provide services related to insurance products.
- Upsold products to policyholders and potential new clients.
- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Improved data collection accuracy by structuring systems for desktop spreadsheets.
Customer Service Representative
CMI Group
Dallas , TX
04.2017 - 07.2022
- Maintained a high level of professionalism when dealing with difficult customers.
- Supported sales team members to drive growth and development.
- Oversaw warranty counseling process to manage expense controls.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Collection Processing Associate
Tata Consultancy Services
Plano, Texas
03.2012 - 04.2017
- Monitored and adjusted production processes to meet quality standards.
- Improved and optimized manufacturing processes by investigating problem areas and recommending solutions that streamlined production.
- Generated reports detailing daily, weekly, and monthly sales activity.
- Verified customer billing information to ensure accuracy prior to processing orders.
- Followed up with customers regarding their orders until satisfaction was achieved.
- Researched and obtained further information for incomplete documents.
- Identified discrepancies between source documents and entered data.
- Answered incoming phone calls and directed callers to appropriate departments and personnel.
- Identified data entry errors and corrected mistakes to achieve near-perfect accuracy in data sets.
- Stored hard copies of data in organized files to optimize retrieval.
Security Officer
Allied Universal Security Services
Irving, Texas
12.2008 - 03.2012
- Coordinated with law enforcement and emergency responders during incidents and emergencies.
- Enforced security regulations and escorted non-compliant individuals to private areas for processing.
- Prepared detailed reports regarding daily activities, unusual occurrences, maintenance issues.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Sounded alarms and called police or fire department in cases of fire or presence of unauthorized persons.
- Inspected security systems to maintain consistent operational availability and to detect evidence of tampering.
- Secured personnel and premises by inspecting buildings and patrolling property.
Team Leader
Chick-fil-A
Dallas, Texas
01.2006 - 12.2008
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Offered training and support to keep team members motivated and working toward objectives.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Ensured compliance with all safety regulations in the workplace.
- Maintained positive working relationship with fellow staff and management.
Education
High School Diploma -
A.Maceo Smith
Dallas, Texas05-2009
Skills
- Account updating
- Complaint resolution
- Scheduling
- Strong teamwork
- Problem resolution
- Assertiveness
- Professional telephone demeanor
- Promotional support
- Payment processing
- Sales expertise
- Call center procedures
- Prioritization
- Script adherence
- Microsoft Excel
- Active listening
- Inbound customer service
- Multitasking and organization
- Phone etiquette
- Customer service
Life,Health and Accidental License
- Texas
- Oklahoma
- Illinois
- Montana
- New Mexico
Timeline
Licensed Insurance Agent
RemX
07.2022 - 12.2024
Customer Service Representative
CMI Group
04.2017 - 07.2022
Collection Processing Associate
Tata Consultancy Services
03.2012 - 04.2017
Security Officer
Allied Universal Security Services
12.2008 - 03.2012
Team Leader
Chick-fil-A
01.2006 - 12.2008
High School Diploma -
A.Maceo Smith