Kadeidra Reeves
Austin,TX
Summary
Dedicated to customer service, motivated to maintain customer satisfaction, and contribute to company success. I'm great at working under pressure, multitasking, willing to learn, and educating the people around me, and I strive for excellence.
Overview
16
16
years of professional experience
Work History
Contact Center Representative
AWL Insurance Agency
Austin, Texas
10.2024 - Current
- Managed consumer interactions through inbound and outbound calls for insurance rate comparisons.
- Executed qualifying assessments to connect consumers with suitable insurance agents.
- Performed follow-up communications to verify consumer satisfaction and needs fulfillment.
- Documented customer feedback for service improvement initiatives.
- Ensured clear communication lines with leadership for strategic updates.
- Engaged in daily team chats to maintain cohesive operations.
Customer Support Agent
Spectrum
Austin, TX
01.2023 - 08.2024
- Explained new products and services to customers.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Received information regarding identified problems and devised responses to satisfy concerns.
- Implemented creative solutions to deal with special circumstances.
- Improved employee retention through moral-boosting events and fair compensation packages, including scheduled performance reviews.
- Evaluated previous gains and losses to develop corrective actions.
- Sourced, qualified and conducted screening interviews with job candidates.
- Prepared employees for assignments by establishing and conducting orientation and training programs.
- Provided insight regarding job duties to optimize productivity.
Senior Advisor
General Motors
Austin, TX
09.2014 - 03.2021
- Properly directed inbound calls in phone queues to improve call flow
- Assisted with customer having concerns with vehicle, complaints, recalls, special coverages, warranty, and customer feedback for General Motors - Collected customer feedback and made process changes to exceed customer satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Maintained up-to-date service requests/cases at all times
- Developed effective relationships with all call center departments through clear communication
- Worked with dealerships to ensure appropriate changes were made to improve customer satisfaction
- Built customer loyalty by placing follow-up calls for customers who reported product - Offering customer goodwill for inconvenience, apologetic gestures, reimbursement and complaints on behalf of GM
- Goodwill will considering deposits down for new GM vehicle, maintenance plans, merchandise certificate, extended XM/OnStar, also warranty.
Customer Service Associate
IBC Bank
Austin, TX
02.2013 - 08.2014
- Met incoming customers and provided immediate assistance
- Answered incoming telephone calls with professional and knowledgeable responses
- Provided expert product and service information
- Opened new customer accounts, including checking, savings and lines of credit
- Managed opening and closing times for the main branch
- Established new customer accounts including checking, savings, lines of credit and loans
- Balanced daily cash deposits and bank vault inventory with a zero error rate
- Researched customer issues on personal savings, checking and lines of credit accounts
- Maintained confidentiality of bank records and client information
- Delivered prompt, accurate and excellent customer service.
Sales Associate
Ann Taylor LOFT
Austin, TX
02.2012 - 01.2013
- Opened and closed the store, which included counting cash drawers and making bank deposits
- Helped customers select products that best fit their personal needs
- Maintained visually appealing and effective displays for the entire store
- Educated customers on product and service offerings
- Consulted with customers on the latest styles and trends
- Processed shipments and maintained organized stock shelves
- Processed all sales transactions accurately and in a timely fashion
- Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers
- Marked clearance products with updated price tags.
Cashier/Bagger
HEB Grocery
Austin, TX
03.2009 - 11.2011
- Provided professional and courteous service at all times
- Operated cash register with proficiency
- Worked overtime shifts during busy periods
- Issued receipts for purchases and gifts
- Bagged merchandise by following standard procedures
- Assessed customer needs and responded to questions
- Organized register supplies
- Updated register logs.
Education
Certification in Clinical and Administrative Medical Assistant -
Cybertex Institute Of Technology
01.2015
Certification in Phlebotomist -
CyberTex Institute of Technology
01.2015
High School Diploma - General Education Studies
Ellison High School
Killeen, TX01.2011
Skills
- Computer networking and telecommunication
- Mentoring and training
- Windows proficiency
- Writing and typing skills
- Customer service excellence
- Microsoft Office expertise
- Administrative support experience
- Organizational skills
- Active listening
- Problem-solving abilities
- Courteous demeanor
- Energetic work attitude
- Cash/check deposit management
- Telephone inquiry handling
- Team collaboration
Timeline
Contact Center Representative
AWL Insurance Agency
10.2024 - Current
Customer Support Agent
Spectrum
01.2023 - 08.2024
Senior Advisor
General Motors
09.2014 - 03.2021
Customer Service Associate
IBC Bank
02.2013 - 08.2014
Sales Associate
Ann Taylor LOFT
02.2012 - 01.2013
Cashier/Bagger
HEB Grocery
03.2009 - 11.2011
Certification in Clinical and Administrative Medical Assistant -
Cybertex Institute Of Technology
Certification in Phlebotomist -
CyberTex Institute of Technology
High School Diploma - General Education Studies
Ellison High School
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