Kaleen Blount
Augusta,GA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than a year of related experience and superior planning and time management abilities.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
T-Mobile
01.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Recommended products to customers, thoroughly explaining details.
Assistant Trainer
Electrolux Call Center
01.2020 - 12.2021
- Filed, organized and archived training materials to support future training sessions.
- Collaborated with fellow trainers to develop innovative teaching methods, fostering an environment of continuous learning and growth.
- Improved trainee retention by providing regular feedback on performance and offering additional support when needed.
- Maintained accurate records of trainee progress, ensuring timely completion of required milestones and certifications.
- Actively participated in professional development opportunities to enhance personal knowledge and effectiveness as an Assistant Trainer.
Applecare Advisor
Kelly Services
02.2019 - 11.2020
- Utilized IOS diagnostic tools to identify and solve variety of technical issues.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Managed call flow to respond to technical support needs of customers.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Customer Service Representative
Costco
05.2018 - 12.2019
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Recommended products to customers, thoroughly explaining details.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
Customer Service Representative
WellCare
03.2018 - 07.2019
- Answered constant flow of customer calls with minimal wait times.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Scanned, received and sent faxes to insurance claims, co-pay assistance information and patient documentation.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
Education
High School Diploma -
Butler High School
Augusta, GA05.2016
Skills
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Customer Data Confidentiality
- Order and Refund Processing
- Upselling Products and Services
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Strong Analytical and Problem Solving Skills
- New Hire Training
- Planning and coordination
- Public Speaking
- Creative Problem-Solving
- Group and individual instruction
- Course Planning
Timeline
Customer Service Representative
T-Mobile
01.2021 - Current
Assistant Trainer
Electrolux Call Center
01.2020 - 12.2021
Applecare Advisor
Kelly Services
02.2019 - 11.2020
Customer Service Representative
Costco
05.2018 - 12.2019
Customer Service Representative
WellCare
03.2018 - 07.2019
High School Diploma -
Butler High School
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