Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Kandra L. Reid

Garner,NC

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

9
9
years of professional experience

Work History

Customer Service Representative for Reservations

American Airlines
06.2021 - Current
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided passengers with information about availability and pricing for flights.
  • Provided passengers with policies and procedures for each type of tickets offered for purchase.
  • Handled billing information over phone.
  • Informed passengers of essential travel information, such as travel times, and required documents needed for travel.
  • Calculated fare differences for passengers to change to new flights.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Lab Assistant

Labcorp under Aerotek Staffing and Recruiting
12.2020 - 03.2021
  • Managed specimen sample handling, receiving, storage and inventory.
  • Maintained lab by calibrating equipment and cleaning surfaces and items used.
  • Logged samples correctly into computerized tracking system.

Virtual Mortgage Loan Specialist

Amerisave Mortgage Corporation
09.2020 - 12.2020
  • Worked with underwriters to fix application problems and resolve issues.
  • Evaluated loan requests and documents to verify accuracy and completeness prior to closing.
  • Reviewed loan files and updated to match current standards.

Virtual Customer Service Representative

Amazon
05.2020 - 09.2020
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
  • Assisted customers with product questions to facilitate online ordering process.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.

Procedural Scheduler

Wake Internal Medicine Consultants
05.2019 - 05.2020
  • Received in-bound calls and initiated out-bound daily calls to schedule and confirm appointments for gastrointestinal procedures.
  • Scheduled follow up calls with potential patients that were interested in procedures.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Managed email correspondence and handled incoming and outgoing mail and faxes.
  • Communicated with management to provide feedback on value and productiveness of appointment setting process.

Certified Nursing Assistant I

Comforcare Home Care
05.2014 - 05.2020
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.

Customer Service Representative

Conduent Call Center
07.2017 - 05.2019
  • Answered customer telephone calls promptly to minimize on hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns, while demonstrating empathy.

Education

Bachelor of Arts - Gerontology

Winston-Salem State University
Winston-Salem, NC
12.2016

Skills

  • Customer Service
  • Retail Sales Customer Service
  • Calm and Professional Under Pressure
  • Policy and Procedure Adherence
  • Conflict Resolution
  • Critical Thinking
  • Complex Problem-Solving Ability
  • Time Management
  • Typing Proficiency
  • Active Listening
  • Effective Multitasking
  • Teamwork and Collaboration

Affiliations

Alpha Phi Omega National Service Co-ed Fraternity Position held: 2016 Vice President of Service

Timeline

Customer Service Representative for Reservations

American Airlines
06.2021 - Current

Lab Assistant

Labcorp under Aerotek Staffing and Recruiting
12.2020 - 03.2021

Virtual Mortgage Loan Specialist

Amerisave Mortgage Corporation
09.2020 - 12.2020

Virtual Customer Service Representative

Amazon
05.2020 - 09.2020

Procedural Scheduler

Wake Internal Medicine Consultants
05.2019 - 05.2020

Customer Service Representative

Conduent Call Center
07.2017 - 05.2019

Certified Nursing Assistant I

Comforcare Home Care
05.2014 - 05.2020

Bachelor of Arts - Gerontology

Winston-Salem State University

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Kandra L. Reid