Kalesha Burgess
Opelika,AL
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist
Concentrix
Newark, CA
08.2022 - 08.2024
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Created detailed reports on customer feedback for management review.
- Recorded all customer interactions into the database system accurately and completely.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Performed regular follow-up calls to check on customer satisfaction levels.
Customer Service Representative
Alorica
Irvine, CA
06.2019 - 03.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Education
Intermediate Certificate - Medical Administrative
Ultimate Medical Academy
Clearwater, FL09-2022
High School Diploma -
Opelika High School
Opelika, AL05-2015
Skills
- Customer Response
- Customer service excellence
- [Product or Service] support
- Sales Support
- SLA
- Call center experience
- Email management
- Complaint Handling
- Payment Processing
- Appointment Scheduling
- Technical Troubleshooting
- Quality Assurance
- CRM Software
- Customer Relationship Management (CRM)
- Application support
- Call Management
- Help Desk Support
- Desktop support
- Customer Needs Assessment
- Incoming Call Management
- Computer Diagnostics
- Online Chat Support
- Service desk support
Timeline
Customer Support Specialist
Concentrix
08.2022 - 08.2024
Customer Service Representative
Alorica
06.2019 - 03.2022
Intermediate Certificate - Medical Administrative
Ultimate Medical Academy
High School Diploma -
Opelika High School