Kaleen Blount
Augusta
Summary
Adept at navigating high-stress customer service environments, I leveraged my active listening and critical thinking skills at companies like T-Mobile to enhance customer loyalty and resolve complex issues. My background includes streamlining call management processes and mastering product knowledge, contributing to a significant increase in customer satisfaction and retention rates.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
COFORGE
10.2024 - Current
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
T-Mobile
01.2021 - 10.2024
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Assistant Trainer
Electrolux
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.
- Assisted in the design of practical assessments that accurately measured trainee understanding and competence in core skills areas.
- Updated and set up instructions and uploaded course materials in webinar and learning management software.
AppleCare Advisor
Apple
02.2019 - 11.2020
- Contributed to achieving team targets by consistently meeting individual goals and expectations.
- Developed tutorials and instructional documents to educate customers on available troubleshooting tools.
- Streamlined communication with customers through efficient case management and followups.
- Leveraged internal resources such as online documentation and peer collaboration to stay current on rapidly evolving technologies.
Customer Service Representative
Teleperformance
03.2018 - 02.2019
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Education
BBA - Concentration in Leadership And Management
Capella University
04-2024
Associates In Criminal Justice -
Strayer University
03-2019
High School Diploma -
Butler High School
Augusta, GA05-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Payroll processing
- Time sheet review
- Spreadsheet creation
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
Timeline
Customer Service Representative
COFORGE
10.2024 - Current
Customer Service Representative
T-Mobile
01.2021 - 10.2024
Assistant Trainer
Electrolux
01.2020 - 12.2021
AppleCare Advisor
Apple
02.2019 - 11.2020
Customer Service Representative
Teleperformance
03.2018 - 02.2019
BBA - Concentration in Leadership And Management
Capella University
Associates In Criminal Justice -
Strayer University
High School Diploma -
Butler High School
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