Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kalisha Turner

Newcastle,DE

Summary

Enthusiastic Senior Customer Service Representative with more than 7 + years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.


I also received the senior specialist position within eight months, of being with the company, which is a great accomplishment at my current job at Sallie Mae , I have won many awards for my great customer service skills , I have received monthly compliments from my customers. also adding the monthly bonuses I receive due to great work ethic ,paying attention to customer needs, being reliable , and showing empathy towards others .

Overview

16
16
years of professional experience

Work History

Senior Customer Service Specialist

Sallie Mae
05.2018 - Current
  • Entered customer data into system and communicated service concerns with Student Loans.
  • Engaged Customers over phone to answer questions and address complaints.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Researched and rapidly resolved Customer conflicts to maintain key accounts.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Processed, scheduled and executed customer loans for new and established customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Implemented and developed customer service training processes.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Responded to customer calls and emails to answer questions about products and services.

Customer Service Representative

Navient
05.2014 - 08.2017
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Sought ways to improve processes and services provided.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Senior Caregiver

SENIOR HELPERS
07.2012 - 04.2017
  • Offered companionship and kindness to elderly patients.
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
  • Entertained, conversed, and read aloud to keep patients mentally alert.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Assisted disabled clients to support independence and well-being.
  • Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
  • Transported individuals to events and activities, medical appointments, and shopping trips.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Documented daily activities and changes in client condition to enable tracking history and maintain accurate records.
  • Observed health status of clients to report changes and unusual occurrences to appropriate medical personnel.
  • Developed and implemented individualized care plans to cater to client needs and better assist.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Assisted with daily living activities, running errands, and household chores.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Monitored clients' overall health and well-being and noted significant changes.
  • Transported clients to and from medical appointments with safety and efficiency.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Recorded status and duties completed in logbooks for management.
  • Maintained strong connections within caregiver community to gain continuous knowledge.
  • Identified needs and coordinated plans for travel and out-of-town functions.
  • Maintained entire family's schedule and organized events.
  • Scheduled daily and weekly care hours for client caseload.

Customer Service Representative

Bank Of America
03.2008 - 10.2010
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

High School Diploma -

William Penn High School
New Castle, DE
06.1998

Skills

  • Escalation Management
  • Conflict Management
  • Call Control
  • Documentation Review
  • Database Research
  • Account Management
  • Service Recommendations
  • Credit Card Processing
  • Customer Support
  • Process Optimization
  • Quality Assurance
  • Cross-Functional Collaboration
  • Complaint Resolution
  • De-Escalation Techniques
  • Order Processing
  • Call Documentation
  • Regulatory Compliance
  • Promotional Support
  • Teamwork and Collaboration
  • Report Creation
  • Transaction Processing
  • Business Development
  • Data Evaluation
  • Complex Product Knowledge
  • Administrative and Office Support
  • Order and Refund Processing
  • Strong Analytical and Problem Solving Skills
  • Call Center Operations
  • Process Improvement
  • Relationship Building
  • Following Scripts
  • Medical Terminology Knowledge
  • Document and Records Management
  • Training Development Aptitude
  • Strategic Sales Knowledge
  • Conflict Mediation
  • Employee Coaching
  • Sales Expertise
  • Project Management Abilities
  • Sales Transactions
  • Inbound Call Management
  • Customer Relations
  • MS Office
  • Account Updates
  • Understanding Customer Needs
  • Product Recommendations
  • Problem Resolution
  • Multi-Line Phone Talent
  • Sales Closing
  • Professional Telephone Demeanor
  • Calm Under Pressure
  • Receiving Support
  • Policies and Procedures Adherence
  • Account Updating
  • Multi-Line Phone Systems
  • Service Upselling
  • Office Equipment Proficiency

Timeline

Senior Customer Service Specialist

Sallie Mae
05.2018 - Current

Customer Service Representative

Navient
05.2014 - 08.2017

Senior Caregiver

SENIOR HELPERS
07.2012 - 04.2017

Customer Service Representative

Bank Of America
03.2008 - 10.2010

High School Diploma -

William Penn High School

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Kalisha Turner