Summary
Overview
Work History
Education
Skills
Timeline
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Kai Felder

Kai Felder

Greensboro,NC

Summary

Proven Customer Support Specialist with a track record of enhancing customer satisfaction and loyalty, particularly at Nexrep. Skilled in CRM software and adept at complaint handling, consistently exceeded performance metrics. Demonstrated ability to resolve complex issues, boosting repeat business through exceptional service and empathy.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Nexrep.com
06.2022 - 07.2024
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Customer Support Specialist

Top Golf
09.2020 - 06.2023
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.

Customer Service Representative

Arise
08.2018 - 08.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

Bachelors - Art Design/Education

North Carolina A & T State University
Greensboro, NC
05.2002

Diploma - General Studies

Asheville High School
Asheville, NC
05.1997

Skills

  • Complaint Handling
  • Customer Relationship Management (CRM)
  • CRM Software
  • Call center experience
  • Live chat support
  • Ticket management
  • Quality Assurance
  • Sales Support
  • Payment Processing
  • Technical Troubleshooting
  • Customer service excellence

Timeline

Customer Service Representative

Nexrep.com
06.2022 - 07.2024

Customer Support Specialist

Top Golf
09.2020 - 06.2023

Customer Service Representative

Arise
08.2018 - 08.2020

Bachelors - Art Design/Education

North Carolina A & T State University

Diploma - General Studies

Asheville High School

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Kai Felder