Kamera Castleman
Channelview
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Highly competent Lead CSR with substantial experience in handling customer inquiries and resolving complex issues. Possess strong leadership skills, adept at managing teams and fostering a positive work environment. Contributed significantly to improving customer satisfaction ratings in previous role through effective problem-solving and communication skills.
Overview
17
17
years of professional experience
Work History
Lead CSR
United Airlines
Houston
02.2008 - Current
- Identified opportunities for process improvement initiatives that enhance efficiency and improve overall customer experience.
- Trained new customer service representatives on company policies and procedures.
- Ensured compliance with applicable regulations while delivering excellent customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Some College (No Degree) - IT Network
San Jacinto College North
Houston, TXSkills
- Customer service
- Employee training
- Customer engagement
- Team leadership
- Effective communication
- Time management
- Organizational skills
- Complaint handling
- Problem resolution
- Multi-task management
- Multitasking and organization
- Problem-solving
- Teamwork skills
- Problem-solving abilities
- Customer relations
Timeline
Lead CSR
United Airlines
02.2008 - Current
Some College (No Degree) - IT Network
San Jacinto College North