Kaliyah Lineberger
Greensboro,NC
Summary
Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets. Dedicated customer service professional with experience in retail settings selling all types of products and consistently exceeding sales goals. Strong foundation in retail marketing processes and superior problem-solving skills. Organizes and manages data quickly to respond efficiently to customer inquiries. Upbeat, knowledgeable, and efficient Member Services Representative equipped to managing positive member interactions and provide exemplary customer service. Promote products and services, answer questions, and seek timely resolutions to satisfy members and maintain high productivity. Excellent communicator with attention to detail and good account management skills.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Blaze Air
Greensboro, NC
07.2024 - Current
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Customer Service Representative
The Resource- Adapt Health
Greensboro, NC
08.2021 - 06.2024
- Addressed customer concerns and complaints and resolved issues promptly.
- Resolved customer inquiries, complaints, and issues and used problem solving techniques to provide solutions.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Met productivity and quality goals to achieve KPIs and deliver excellent customer experiences.
- Responded to customer questions and complaints and documented consumer communications.
- Answered incoming calls and assisted customers with questions.
Customer Service Representative
Alorica- Discovery Benefits
Greensboro, NC
01.2021 - 07.2021
- Provided solutions, recommendations, and replacements with empathy and positive feedback.
- Answered calls or emails from customers and assisted with special requests or resolving complaints.
- Addressed customer concerns and complaints and resolved issues promptly.
- Utilized computer systems to research and record account information.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Implemented best practices in fostering exceptional customer care support and satisfying customers.
- Navigated multiple systems to identify source of issue.
- Placed outbound calls to existing members to provide additional consultation on products and services.
- Resolved customer inquiries, complaints, and issues and used problem solving techniques to provide solutions.
- Answered incoming calls and assisted customers with questions.
- Documented detailed notes in CRM system to track customer interactions.
- Communicated with clients over phone, email, and chat platforms.
Customer Service Representative
Alorica-VZW
Greensboro, NC
03.2020 - 01.2021
- Provided solutions, recommendations, and replacements with empathy and positive feedback.
- Exceeded requirements and deadlines when providing products and services to customers.
- Answered incoming calls and assisted customers with questions.
- Documented detailed notes in CRM system to track customer interactions.
- Responded to customer questions and complaints and documented consumer communications.
- Answered calls or emails from customers and assisted with special requests or resolving complaints.
- Used knowledge base systems and work processes to help customers.
- Resolved customer inquiries, complaints, and issues and used problem solving techniques to provide solutions.
- Addressed customer concerns and complaints and resolved issues promptly.
- Routed inquiries or escalated calls outside area of expertise to appropriate department or employee.
- Placed outbound calls to existing members to provide additional consultation on products and services.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Completed sales payments, refunds, and exchanges and issued store credit.
Retail Sales Associate
Old Navy
Greensboro, NC
08.2019 - 03.2020
- Used POS system to complete sales and process customer transactions.
- Determined needs and advised customers on purchases.
- Interacted with customers, providing information and top-notch customer service.
- Resolved customer issues using listening skills, professional attitude, and problem-solving techniques.
- Escorted customers to appropriate merchandise.
- Explained promotions and offered details to customers to increase awareness and boost sales.
- Helped maintain clean, orderly work environment.
- Shelved and stocked products in appropriate locations.
- Supported coworkers by coaching and assisting with customer needs.
- Handled cash and credit transactions, giving correct change and processing orders.
- Described product features and product-specific deals to customers.
- Maintained revenue by attracting customers with attractive sales displays.
- Helped customers find desired items and sizes by closely supporting each person throughout the buying process.
- Calculated sales prices and total purchases, and processed cash or credit transactions.
- Located out-of-stock items for customers with other store locations or by directly contacting vendors.
Cashier
Chick-Fil-A
Greensboro, NC
03.2018 - 08.2019
- Adhered to cash handling policies and procedures.
- Counted money in cash drawers and balanced drawer at beginning and end of shift.
- Greeted customers and provided prompt and friendly service.
- Processed cash register transactions, inputted product costs, and gave back change.
- Operated POS cash registers and counted monies received.
- Answered questions regarding special and seasonal products.
- Maintained merchandise displays, including endcaps, floor displays, and aisles.
- Bagged and packaged customer orders and purchases.
- Collected payment for customer purchases.
Fast Food Crew Member
McDonald's
Conover, NC
07.2016 - 01.2018
- Greeted customers to take food orders and provide information about menus.
- Operated cash register to receive payment from customers in cash or credit card form.
- Received inventory of food and beverage products and supplies to stock in designated areas.
- Cleaned glasses, dishes, and fountain equipment.
- Engaged each guest warmly and with friendly demeanor to build an immediate positive relationship.
- Assisted new team members with responsibilities through effective training, on-going mentoring, and hands-on support.
- Monitored the dining area and employee work stations to quickly clean up spills and restock supplies.
- Took orders and processed payments for dine-in, carry-out and drive-thru customers.
- Maintained steady work pace to deliver hot, fresh, and delicious meals.
- Collected trash from the dining room and returned reusable items like trays to the kitchen for washing.
- Maintained clean and well-organized counter to attract customers.
- Operated Point of Sale system accurately to process transactions and account for all money.
Education
Bachelor of Science - Clinical laboratory science
Winston-Salem State University
Winston-Salem, NC12.2020
High School Diploma - undefined
Newton-Conover High School
Newton, NC06.2016
Skills
- Money handling
- Process payments
- Teamwork and leadership
- Relationship building
- Operate cash registers
- Collaboration
- Customer relations
- Refunds processing
- Problem resolution
- Call escalation
- Conflict resolution
- Customer service
- POS systems
- Cash handling
- Issue refunds
- Problem-solving
- Public speaking
- Brand representation
- Call center procedures
- Team development
- Product education
- Product knowledge
- Active listening
- Call center experience
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Microsoft outlook
- Appointment scheduling
- Microsoft PowerPoint
Timeline
Customer Service Representative
Blaze Air
07.2024 - Current
Customer Service Representative
The Resource- Adapt Health
08.2021 - 06.2024
Customer Service Representative
Alorica- Discovery Benefits
01.2021 - 07.2021
Customer Service Representative
Alorica-VZW
03.2020 - 01.2021
Retail Sales Associate
Old Navy
08.2019 - 03.2020
Cashier
Chick-Fil-A
03.2018 - 08.2019
Fast Food Crew Member
McDonald's
07.2016 - 01.2018
Bachelor of Science - Clinical laboratory science
Winston-Salem State University
High School Diploma - undefined
Newton-Conover High School