Kaliah Nedwood
Customer Service Represtentative
Salisbury,MD
Summary
Experienced professional with a strong background in customer interactions and service solutions. Proven expertise in conflict resolution, effective communication, and problem-solving to ensure utmost customer satisfaction and loyalty. Thrives as a collaborative team member, adept at adapting to changing needs while maintaining an unwavering focus on achieving efficient and empathetic service. Acknowledged for reliability and a proactive approach in consistently meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Delivery Support/Customer Support
UST Logistical Systems
05.2023 - 12.2024
- Maintained a high level of professionalism while managing sensitive and confidential information.
- Enhanced caller satisfaction by providing empathetic and compassionate support during crisis situations.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Brushmaker
Sherwin-Williams
10.2022 - 04.2023
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Self-motivated, with a strong sense of personal responsibility.
- Paid attention to detail while completing assignments.
Team Lead
Heroes Logistics LLC
06.2020 - 05.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
- Completed on-time deliveries by choosing best and most efficient routes.
- Delivered packages to customer doorsteps and business offices.
Customer Service Representative Team Lead
GoHealth
09.2019 - 06.2020
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
Education
High School Diploma -
Wicomico High School
Salisbury, MD06.2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Team management
- CRM software
- Call center experience
- Complaint handling
- Attention to detail
- Coaching and mentoring
- Relationship building
- Problem resolution
- Team development
Timeline
Delivery Support/Customer Support
UST Logistical Systems
05.2023 - 12.2024
Brushmaker
Sherwin-Williams
10.2022 - 04.2023
Team Lead
Heroes Logistics LLC
06.2020 - 05.2022
Customer Service Representative Team Lead
GoHealth
09.2019 - 06.2020
High School Diploma -
Wicomico High School
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