Kai Roberts
Atlanta,GA
Summary
With 4 years of experience in resolving technical issues for advertisements and addressing service concerns for customers, I am a personable Senior Customer Service Associate. I excel at uncovering and solving challenges, all while promoting company products and ensuring customer satisfaction. My focus is on surpassing expectations and driving team success, making me a valuable asset to any organization.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Associate - Multifamily
Costar Group
08.2021 - Current
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Greeted customers and listened closely to problems described to determine solutions.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Engaged clients in person and over phone to answer questions and address complaints.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Reprographics
Forrest Solutions
12.2018 - Current
- Company Overview: Client for Jones Lang LaSalle-JLL
- Responsible for print production of Marketing collateral, which includes promotional literature, brochures, post cards, event programs, catalogs, training material, trade material and pocket folders.
- In addition to printing other responsibilities include, but are not limited to, coil binding, wire binding, laminating, padding and stapling.
- Responsible for insuring all packages are shipped out VIA FedEx, UPS and USPS as directed by client and tracked for delivery to destination.
- Responsible for ensuring meeting rooms and kitchens of JLL property are neat, clean and orderly.
- Responsibilities also include, but are not limited to, preparing conference room set up for meetings, conferences and helping set up for special events, keeping printer paper stocked with appropriate paper, replacing toner when low and replacing waste and drum toners.
- Client for Jones Lang LaSalle-JLL
Customer Service Agent
TBI Airport Management
07.2017 - 12.2018
- Providing quality customer service to traveling passengers, which included Checking and verifying all boarding passes, providing detailed and accurate information to passengers, accurate timing and how many lanes and doc checkers are in the mag, ensuring safety, securing customs area, escorting and communicating effectively with all TSA and Customs and Border Patrol Officers.
Front Desk Associate/Ladies Valet
Silverado Resort and Spa
10.2016 - 04.2017
- Checking Members In
- Booking appointments
- Confirmation Calls
- Valet
- Cleaning
- Folding towels
- Making sure all lockers were properly stocked with robes and sandals
- Filling amenities daily
- Giving Spa tours
Cashier
Popeye’s Louisiana Kitchen
05.2015 - 09.2016
- Operate registers
- Tender handling
- Carry product/boxes and miscellaneous weighing up to 60 pounds
- Handle product preparation
- Communicates with customers by taking orders and servicing miscellaneous needs
- Utilizes proper lifting procedures
- Lifts for product preparation, stocking and inventory
Education
Bachelor of Science - Sociology
University of West Georgia
12-2020
Associates of Social Science Degree - undefined
Georgia State University
12.2018
High School -
Miller Grove High School
Lithonia, GA01.2013
Skills
- Ability to complete projects in a timely manner
- Good organizational and planning skills
- Excellent oral and written communication skills
- Customer Service
- Complaint handling
- Customer service
- Inter-departmental collaboration
- Interdepartmental communication
- Interpersonal communications
- Telephone etiquette
- Company branding
- Issue research
- Conflict resolution
- Client engagement
- Escalation problem-solving
- Troubleshooting
Accomplishments
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Documented and resolved [Issue] which led to [Results].
- Collaborated with team of [Number] in the development of [Project name].
Timeline
Senior Customer Service Associate - Multifamily
Costar Group
08.2021 - Current
Reprographics
Forrest Solutions
12.2018 - Current
Customer Service Agent
TBI Airport Management
07.2017 - 12.2018
Front Desk Associate/Ladies Valet
Silverado Resort and Spa
10.2016 - 04.2017
Cashier
Popeye’s Louisiana Kitchen
05.2015 - 09.2016
Associates of Social Science Degree - undefined
Georgia State University
Bachelor of Science - Sociology
University of West Georgia
High School -
Miller Grove High School
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