Kakesha DeChant
Horn Lake ,MS
Summary
Dynamic customer service professional with a proven track record at U-Haul, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through effective communication and empathy. Skilled in data entry and upselling, consistently exceeding performance metrics while fostering team collaboration and maintaining a positive attitude.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
U-Haul Moving & Storage of Olive Branch
09.2024 - Current
- Assisted customers with inquiries regarding rental services and storage options.
- Resolved customer complaints efficiently, ensuring satisfaction and loyalty.
- Processed reservations and transactions using company software systems.
- Maintained cleanliness and organization of rental equipment and storage areas.
- 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.
- Provided training support for new hires in customer service protocols.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Ramp Agent
Envoy Air Inc an American Airlines Company Group
07.2023 - 11.2024
- Coordinated aircraft loading and unloading to ensure timely departures.
- Operated ground service equipment, ensuring compliance with safety protocols.
- Conducted pre-flight inspections of baggage handling systems to enhance efficiency.
- Trained new team members on operational procedures and safety guidelines.
- Collaborated with flight crews to manage on-time performance effectively.
- Monitored weather conditions to adjust ramp activities proactively for safety.
- Guided aircraft into and out of parking positions using hand signals.
- Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
Package Handler
Fed Ex Ground
09.2022 - 09.2024
- Operated conveyor systems to facilitate efficient package movement and sorting.
- Sorted packages by destination, ensuring accurate delivery routes.
- Conducted quality checks on packages to maintain high standards of service.
Customer Service Advocate
Conduent
11.2022 - 06.2023
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining quality service standards and documentation accuracy.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
Patient Care Technician
Inspira Medical Center
02.2022 - 08.2022
- Assisted nursing staff with patient mobility and daily living activities, ensuring comfort and safety.
- Monitored vital signs and reported changes to healthcare team for timely interventions.
- Maintained cleanliness and organization of patient care areas, adhering to infection control protocols.
- Supported the implementation of patient care plans by documenting observations accurately in electronic health records.
- Led initiatives to streamline workflow processes, improving efficiency in patient care delivery systems.
- Warmly greeted patients and visitors and made each feel welcome.
- Transported patients safely between departments, ensuring comfort and adherence to safety protocols.
- Maintained cleanliness and organization of transport equipment, supporting infection control measures.
- Coordinated schedules for patient transport services, improving workflow efficiency across departments.
Lead Environmental Services Housekeeper
Inspira Medical Center
11.2019 - 02.2022
- Supervised daily cleaning operations to ensure compliance with safety and sanitation standards.
- Trained and mentored new staff on best practices for environmental services procedures.
- Developed and implemented efficient cleaning schedules to optimize workflow and resource allocation.
- Conducted regular inspections of facilities to identify areas for improvement and ensure quality control.
- Managed inventory of cleaning supplies, ensuring timely replenishment and adherence to budget constraints.
- Coordinated waste disposal processes in accordance with environmental regulations and sustainability goals.
- Monitored staff performance closely and provided constructive feedback to encourage continuous improvement.
- Led training sessions for new hires, instilling them with the knowledge and skills needed to excel in their roles.
- Maintained accurate records of completed tasks, employee hours, and relevant metrics for management reporting purposes.
Receivable Clerk
PINK By Victoria's Secret
03.2018 - 03.2020
- Processed customer payments accurately and efficiently using point-of-sale systems.
- Maintained updated records of receivables, ensuring data integrity and consistency.
- Resolved discrepancies in billing statements through thorough investigation and communication.
- Coordinated with team members to streamline cash handling procedures and improve workflow.
Breakfast Room Attendant
Hampton Inn By Hilton
05.2014 - 02.2018
- Delivered exceptional guest service by ensuring cleanliness and organization of breakfast area.
- Prepared and replenished food items to maintain optimal presentation and availability for guests.
- Managed inventory levels, ordering supplies as needed to ensure seamless breakfast operations.
- Trained new staff on best practices for food safety and customer service standards.
Corporate Host Trainer
Logan's Roadhouse Restaurant
08.2006 - 09.2014
- Trained new hosts on customer service standards and operational procedures.
- Developed training materials to enhance onboarding processes for staff.
- Evaluated host performance and provided constructive feedback for improvement.
- Coordinated scheduling to ensure optimal coverage during peak hours.
- Ensured a high level of cleanliness and organization throughout the dining area, contributing to a positive guest experience.
- Contributed to restaurant profitability by managing wait times, seating arrangements, and table turnover rates.
- Streamlined reservations process by implementing effective communication strategies among the host team and servers.
Army Officer
United States Army Reserve
10.1999 - 12.2005
- Led training initiatives to enhance operational readiness and team effectiveness.
- Developed strategic plans for resource allocation and mission execution.
- Managed logistical operations ensuring timely supply distribution and equipment readiness.
- Oversaw personnel development programs, fostering leadership skills among junior officers.
- Developed and maintained filing systems, ensuring data accuracy and accessibility for staff.
- Assisted in preparation of reports and presentations, streamlining communication across departments.
Education
Diploma - Dental Assistant
Dental Assistant Training of Ohio
Centerville, OH09-2006
High School Diploma -
Patterson Career Center
Dayton, OH06-1996
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer satisfaction
- Written and oral communication
- Empathy display
- Payment processing
- Documentation and reporting
- Relationship building
- Escalation management
- Sales and upselling
- Eligibility determination
- Positive attitude
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Reliability and punctuality
- Clear communication
- Team collaboration
- Decision-making
- Client relationship management
- Telephone etiquette
- Emotional intelligence
- Follow-up procedures
- Goal orientation
- Resolving issues
Timeline
Customer Service Representative
U-Haul Moving & Storage of Olive Branch
09.2024 - Current
Ramp Agent
Envoy Air Inc an American Airlines Company Group
07.2023 - 11.2024
Customer Service Advocate
Conduent
11.2022 - 06.2023
Package Handler
Fed Ex Ground
09.2022 - 09.2024
Patient Care Technician
Inspira Medical Center
02.2022 - 08.2022
Lead Environmental Services Housekeeper
Inspira Medical Center
11.2019 - 02.2022
Receivable Clerk
PINK By Victoria's Secret
03.2018 - 03.2020
Breakfast Room Attendant
Hampton Inn By Hilton
05.2014 - 02.2018
Corporate Host Trainer
Logan's Roadhouse Restaurant
08.2006 - 09.2014
Army Officer
United States Army Reserve
10.1999 - 12.2005
Diploma - Dental Assistant
Dental Assistant Training of Ohio
High School Diploma -
Patterson Career Center