Microsoft Teams
Kaism Washington
Arlington,TX
Work Preference
Summary
Dynamic customer service professional with a proven track record, excelling in problem-solving and active listening. Enhanced customer loyalty through empathetic support and efficient conflict resolution. Skilled in data entry and appointment scheduling, consistently exceeding performance metrics while fostering positive client relationships. with history in remote customer service, skilled at delivering exceptional support and resolving client issues efficiently. Adept at utilizing communication skills and technical proficiency to enhance user experiences and meet organizational goals. Collaborative team player with focus on achieving results and adapting to changing needs.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Sutherland
04.2019 - 04.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
Purchasing Manager
Auto Industry
03.2016 - 02.2019
- Conducted regular spend analysis reviews to identify opportunities for cost optimization within various categories.
- Authorize and monitor purchase orders and consumables.
- Monitored and evaluated vendor performance to determine compliance with quality standards.
- Reduced order processing time by automating purchase orders and invoicing systems.
- Purchased new products and oversaw inventory stocking and availability.
- Sourced vendors, built relationships, and negotiated prices.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Delivered exceptional verbal communication abilities during phone conversations or written correspondence with clients via email or chat platforms.
Customer Service Representative
ADT
01.2014 - 01.2019
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Delivered exceptional verbal communication abilities during phone conversations or written correspondence with clients via email or chat platforms.
Call Center Representative
DSS Research
05.2011 - 09.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Identified upselling opportunities to increase revenue generation.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
Education
High School Diploma -
Mansfield Legacy High School
Mansfield, TXAssociate of Arts - Communication
Navarro College
Corsicana, TX06-2019
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Data entry
- Resolving issues
- Answering questions
- Communicating with clients
- Payment processing
- Patient confidentiality
- Call center experience
- Appointment scheduling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Software
Adobe Acrobat
Zoho CRM
Zendesk
Dialpad
Zoom
Languages
English
Full Professional
Timeline
Customer Service Representative
Sutherland
04.2019 - 04.2025
Purchasing Manager
Auto Industry
03.2016 - 02.2019
Customer Service Representative
ADT
01.2014 - 01.2019
Call Center Representative
DSS Research
05.2011 - 09.2017
High School Diploma -
Mansfield Legacy High School
Associate of Arts - Communication
Navarro College