Kaiya Humphrey
Homewood,AL
Summary
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Agent
Adecco Staffing
Birmingham, AL
11.2022 - Current
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Identified opportunities to improve customer service processes and procedures.
- Updated customer records in the CRM system accurately with each interaction.
Customer Service Representative
PNC Bank
Birmingham, AL
06.2022 - 07.2023
- Responded to customer inquiries via phone, email, and in-person transactions.
- Verified customer identification information with the applicable documents according to bank policies.
- Researched customer accounts as requested by customers or management staff.
- Monitored customer accounts for suspicious activity according to established protocols.
- Developed strong relationships with existing customers through regular follow-up calls.
- Ensured compliance with all applicable federal regulations regarding banking operations.
- Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
Customer Service Representative
Tella Tech
Birmingham, AL
07.2020 - 06.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Scanner
FedEx
Irondale, AL
04.2019 - 12.2021
- Performed daily maintenance checks on scanner equipment to ensure proper functioning.
- Verified accuracy of scanned information by comparing it with original document.
- Maintained quality control standards for all scanned materials.
- Created digital records of paper documents using specialized scanning software.
- Resolved technical issues related to scanners or other imaging devices quickly and effectively.
Education
High School Diploma -
Fultondale High School
Fultondale, AL05-2019
Skills
- Information Verification
- Case Management
- Call Control
- Needs Assessment
- Account Management
- Customer Service
- Customer Relationship Management (CRM)
- CRM Software
- Delivery Tracking
- Information Updates
- Inbound Call Management
Timeline
Customer Service Agent
Adecco Staffing
11.2022 - Current
Customer Service Representative
PNC Bank
06.2022 - 07.2023
Customer Service Representative
Tella Tech
07.2020 - 06.2022
Scanner
FedEx
04.2019 - 12.2021
High School Diploma -
Fultondale High School
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