Kammie Ruffin
Deltona,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Retention Specialist
Spectrum
07.2022 - 05.2024
- Assistance in retaining customer business
- Proving efficient customer service
- Upselling and downgrading services based on customer needs and requests.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
Customer Service Representative
Alorica
10.2017 - 06.2022
- Answered customer telephone calls promptly to avoid on-hold wait times
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Responded to customer requests for products, services and company information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers in fast-paced environment
- Educated customers how to use company systems, complete forms and obtain desired services
- Resolved customer complaints and addressed emergency requests and needs
- Promoted to quality assurance in 2019 to current
- Reviewed calls to make sure the quality was up to the clients standards
- Provided feedback to agents to improve quality of calls
- Attended weekly calibration meetings with client.
Customer Service Representative
VSC Staffing
08.2013 - 10.2017
- Offered advice and assistance to customers, paying attention to special needs or wants
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Recommended vacation packages to customers, thoroughly explaining details
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales
- Handled customer inquiries and high volume calls to solve billing and ordering problems
- Delivered superior customer service to retain existing customers and attract future customers.
Education
Diploma - Cosmetology
Florida Technical College
DeLand, FL07.2017
High School Diploma -
Hillsborough Community College
Tampa, FL08.2012
Skills
- Escalations
- Sales expertise
- Inbound and Outbound Calling
- Technical Support
- Complex Problem-Solving
- Medical terminology
- High-volume call centers knowledge
- Documentation and reporting
- Microsoft Office
- Verbal and written communication
- Analysis skills
- Quality assurance
Timeline
Customer Retention Specialist
Spectrum
07.2022 - 05.2024
Customer Service Representative
Alorica
10.2017 - 06.2022
Customer Service Representative
VSC Staffing
08.2013 - 10.2017
Diploma - Cosmetology
Florida Technical College
High School Diploma -
Hillsborough Community College
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