Kamanda Gaines
Humble,TX
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service, Training, Management and Mentoring. I am a solid team player with an upbeat positive attitude and proven skills in establishing rapport with coworkers. I have history in managing large amounts of inbound and outbound calls and sustaining a satisfactory relationships with customers. I have always been motivated to maintain customer satisfaction and contribute to company growth and success as well as my own. I specialize in quality, speed and efficient work ethics and proficient at working effectively unsupervised and quickly mastering new skills. I have a passion for building relationships, cultivating partnerships, and growing professionally.
Overview
12
12
years of professional experience
Work History
Progressive Claims Admin
Progressive Insurance
Houston, TX
01.2024 - 08.2024
- Verified that all paperwork was completed accurately before submitting it to the appropriate departments.
- Developed relationships with key stakeholders within the insurance industry in order to stay abreast of trends or regulatory changes that could affect business operations.
- Collaborated with colleagues across various departments in order to ensure smooth workflow throughout the organization.
- Provided administrative support to department personnel including filing documents, preparing correspondence and other duties as required.
- Answered incoming calls and emails from policyholders, agents, and other insurance companies to answer questions or provide assistance.
- Provided customer service by responding to inquiries regarding insurance availability, eligibility, coverages, policy changes, transfers and billing clarification.
- Responded promptly to public requests for copies of police reports via email or phone calls.
Customer Engagement Specialist
Group 1
Houston, TX
11.2022 - 12.2023
- Answered incoming customer calls regarding product inquiries.
- Made outgoing customer calls to potential prospects interested in specific vehicles.
- Developed strategies for improving customer service levels and reducing call times.
- Greeted customers in a professional and courteous manner.
- Assisted customers with vehicle inquiries via telephone, email and chat.
- Maintained accurate records of all conversations with customers using the relevant software systems.
- Provided accurate information on vehicles such as pricing, mileage, and past maintenance history.
- Identified customer needs by asking probing questions and actively listening to responses.
- Provided continuous follow up over a set time to create meaningful connections.
- Scheduled appointments for customers, ensuring an appropriate amount of time was allotted for each appointment.
Center Manager (Magnolia Texas)
European Wax Center
Magnolia, Texas
01.2022 - 10.2022
- Leading a strong team to reach and exceed both personal and center goals.
- Providing and delivering professional service to guest and associates
- Daily hands-on training with all associates, Keeping center payroll and budget up to date.
- Center inventory audit and reconciliation
- Leading high performance and sales workshop
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
ASM/Manager in Training (MIT Program)
European Wax Center
Houston & Magnolia, Texas
08.2021 - 01.2022
- Correcting open or incorrect invoices.
- Semi-weekly bank deposits.
- Updating and correcting associate’s timecards.
- Collected payments for failed or late Electronic Funds Transaction.
- Provided clients with post-waxing care instructions to ensure optimal results.
- Assisted in creating marketing materials to promote services offered at the center.
- Advised customers on proper skin care techniques and products to enhance their experience.
Guest Service Associate
European Wax Center
Houston & Magnolia, Texas
10.2020 - 08.2021
- Performed daily opening and closing procedures for the front desk including cash management duties
- Updated guest on current in center promotions.
- Providing a warm welcome for guest.
- Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions.
- Meeting weekly and monthly sales goals
- Processed payments for guest stays and other services rendered.
- Maintained a neat, clean, and organized front desk area at all times.
Customer Service Agent/ Acting Supervisor
United Airlines
Houston, Texas
05.2012 - 10.2019
- Acting supervisor for 2 years working with employees on being efficient with time and meeting company goals.
- Staffing 60 or more employees daily.
- Greeted passengers and provided information about departure and arrival times.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Resolved customer complaints in a timely manner.
- Completed diverse tasks daily to ensure a safe and smooth operation.
- Delivered fast, friendly, and knowledgeable service to fellow employees and customers.
- Provided detailed daily operational reports and updates to senior management.
- Worked under strict deadlines and responded to service requests and emergency callout's.
- Mentored junior team members and managed employee relationships.
Education
Some College (No Degree) - BBA Business Finance & Marketing
Southern New Hampshire University
Manchester, NH (Online)11.2021
Skills
- Team Player
- Effective Communication Skills
- Marketing Creativity
- Patience
- Scheduling
- Time Management
- Staff Supervision
- Employee Training
- Leadership Training
- Mentoring
- Multi-Task Management
- Problem Resolution
- Customer Service
- Microsoft
- Power Point
- Excel
- Zendesk
- Zenoti
- CRM
- AcceleRide
- Schedule Anywhere
- Organization
Timeline
Progressive Claims Admin
Progressive Insurance
01.2024 - 08.2024
Customer Engagement Specialist
Group 1
11.2022 - 12.2023
Center Manager (Magnolia Texas)
European Wax Center
01.2022 - 10.2022
ASM/Manager in Training (MIT Program)
European Wax Center
08.2021 - 01.2022
Guest Service Associate
European Wax Center
10.2020 - 08.2021
Customer Service Agent/ Acting Supervisor
United Airlines
05.2012 - 10.2019
Some College (No Degree) - BBA Business Finance & Marketing
Southern New Hampshire University
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