Kala Smith
Bossier City,LA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TTEC
Bossier , LA
09.2020 - 02.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
CurrentCustomer Service Representative
American Screening Corp
Shreveport, LA
10.2019
- Customer relations Complaint resolution Account updates
- Time management Microsoft Word Order processing, Answer 50-100 inbound calls each day to handle various concerns, give order updates, and close sales
- Followed up with previously assisted customers to offer additional support and check satisfaction with resolutions
- Protected customer and company information with strict use of established security procedures
- Assisted customers with order inquiries, tracking deliveries and resolving shipping concerns
- Completed new customer orders in Sage CRM system.
Manager
Sonic Drive
Shreveport, LA
01.2017 - 10.2019
- Monitored employee work to assess performance and identify knowledge gaps requiring retraining
- De-escalated conflicts to restore team harmony and resolve customer concerns
- Managed paperwork for business operations, personnel files, and legal requirements such as taxes and business permits
- Tracked hours and expenses to keep business finances on track.
Customer Service Representative
BHS Data Management
Bossier, LA
03.2016 - 01.2017
- Answered multi line phone system
- Accurately enter data for the processing of KCS employee payroll
- Kept upload errors low by carefully checking source data for errors.
Education
High School Diploma -
Airline High School
Bossier City, LASkills
- Customer Retention Strategies
- Courteous with Strong Service Mindset
- Needs Assessment
- Issue and Complaint Resolution
Certification
Property and casualty insurance license
Timeline
Customer Service Representative
TTEC
09.2020 - 02.2022
CurrentCustomer Service Representative
American Screening Corp
10.2019
Manager
Sonic Drive
01.2017 - 10.2019
Customer Service Representative
BHS Data Management
03.2016 - 01.2017
High School Diploma -
Airline High School
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