Summary
Overview
Work History
Education
Skills
Timeline
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Kalista Rutledge

Kingsport,TN

Summary

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Citibank
11.2019 - Current
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Streamlined call center processes for improved efficiency and reduced wait times.

General Manager

Popeyes Chicken
03.2018 - 10.2019
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Managed inventory levels and conducted corrective action planning to minimize long-term costs.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Conducted employee evaluations to provide adequate feedback and recognize quality performance.
  • Enhanced operational performance by developing effective business strategies, systems and procedures.
  • Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
  • Tracked monthly sales to generate reports for business development planning.

Assistant Manager

Wendy's
04.2013 - 10.2016
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
  • Coached team members and delivered constructive feedback to promote better productivity and build confidence.
  • Recruited and hired qualified candidates to fill open positions.
  • Oversaw daily operations, maintenance and administration of various properties.

Education

Criminal Justice

Northeast State Community College
Blountville, TN
12.2016

Skills

  • Report creation
  • Credit card payment processing
  • Report generation
  • Data evaluation
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Call center experience
  • Money handling abilities
  • Complaint Handling
  • Payment Processing
  • Staff Training

Timeline

Customer Service Representative

Citibank
11.2019 - Current

General Manager

Popeyes Chicken
03.2018 - 10.2019

Assistant Manager

Wendy's
04.2013 - 10.2016

Criminal Justice

Northeast State Community College

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Kalista Rutledge