Kallista Dickerson
Sterling Heights,MI
Summary
Well-qualified Client Relations Specialist with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
10
10
years of professional experience
Work History
Customer Service Escalation Specialist
United Wholesale Mortgage
11.2024 - 10.2026
- Resolved complex customer escalations with accurate issue assessment and timely case ownership.
- Documented complaint details, actions, and outcomes in CRM for consistent case tracking.
- De-escalated high-pressure interactions using clear communication and policy-based solutions.
- Assisted in the development of training materials related to escalation handling best practices for new hires.
- Mentored junior team members on proper escalation handling techniques, improving overall team performance.
- Ongoing collaboration with quality assurance teams ensured continuous improvement in service delivery standards during escalations.
- Collaborated with management to develop strategies for dealing with common customer pain points and recurring issues.
- Recognized as a top performer within the team, consistently meeting or exceeding key performance indicators related to escalation case handling.
Sales Consultant
FedEx Office
09.2023 - 06.2024
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Assisted customers in selecting appropriate printing services for their needs.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Guided customers in choosing suitable printing services, enhancing their overall experience.
- Managed end-to-end production process, overseeing layout, design, and printing to ensure client satisfaction.
- Assisted clients with printing, scanning, faxing, binding, laminating and other office needs.
- Crafted tailored sales techniques that effectively sold and upsold services to new and existing clients.
- Determined appropriate shipping methods for international deliveries.
- Labeled packages according to shipping information provided by customers.
Loan Partner
Mortgage Pros
07.2021 - 03.2022
- Supported Loan Officers in loan origination process and documentation, ensuring smooth workflow.
- Delivered prompt customer service to borrowers, effectively addressing inquiries and enhancing satisfaction.
- Researched and verified borrower information, such as income, assets, liabilities, and credit history.
- Tracked loan status from application to closing and funding, facilitating timely updates to stakeholders.
- Provided customer service to borrowers and ensured their questions were answered in a timely manner.
- Informed customers of application deadlines, approvals and denials.
Call Center Representative
Teleperformance USA
10.2019 - 05.2021
- Cultivated collaborative relationships with team members across departments to enhance service delivery.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Resolved customer complaints promptly, contributing to high levels of customer satisfaction.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Updated customer accounts, addresses and contact information within call management databases.
- Maintained and updated customer accounts and contact information in call management databases to ensure accuracy and efficiency.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed effective working relationships with team members across multiple departments.
Retail Sales Supervisor
Spencer's Gifts
02.2017 - 07.2019
- Developed strategies to increase store profitability by analyzing monthly sales reports and identifying areas for improvement.
- Created successful plans to maximize profits and reduce loss.
- Monitored employee performance and provided constructive feedback to enhance team motivation and achieve goals.
- Guided customers in selecting suitable products while ensuring compliance with company policies on pricing, promotions, returns, and exchanges.
- Mentored newly hired staff in upselling techniques to improve sales.
- Developed and implemented plans to maximize profits and minimize loss through targeted strategies.
- Counted cash and balanced registers at the end of each shift to ensure accuracy.
- Maintained high standards of cleanliness throughout the store including dusting shelves, vacuuming carpets and organizing merchandise displays.
Education
High School Diploma -
Rochester High School
Rochester Hills, MI05-2016
Skills
- De-escalation techniques
- Issue and complaint resolution
- Escalation management
- Live chat support
- Multitasking
- Case management
- Professional under pressure
- Stress management
- Complaint resolution
- Teamwork and collaboration
- Clear communication
Timeline
Customer Service Escalation Specialist
United Wholesale Mortgage
11.2024 - 10.2026
Sales Consultant
FedEx Office
09.2023 - 06.2024
Loan Partner
Mortgage Pros
07.2021 - 03.2022
Call Center Representative
Teleperformance USA
10.2019 - 05.2021
Retail Sales Supervisor
Spencer's Gifts
02.2017 - 07.2019
High School Diploma -
Rochester High School