KANESHIA WALKER
ABILENE,TX
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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience in Retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
Work History
CSR
Homedepot.com Call Center
10.2020 - 04.2023
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Cross-trained and backed up other customer service managers.
- Created and maintained detailed database to develop promotional sales.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Tracked customer service cases and updated service software with customer information.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved accounting, service and delivery concerns.
- Educated customers about billing, payment processing and support policies and procedures
Manager
La Popular Restaurant
03.2018 - 08.2020
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved marketing to attract new customers and promote business.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved safety procedures to create safe working conditions for workers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Accomplished multiple tasks within established timeframes.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
General Manager
Dickies BBQ Pit
07.2012 - 01.2018
- Mitigated business risks by working closely with staff members and assessing performance.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Managed budget implementations, employee evaluations, and contract details.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and implemented strategies to increase sales and profitability
Education
Medical Assistant - Medical Assisting
American Commercial College - Abilene
Abilene, TX04.2007
Skills
- Managing Multiple Tasks
- Retail Sales Customer
- Microsoft Excel
- Prioritization
- Calm and Professional Under Pressure
- CRM Software
- Order Fulfillment
- Active Listening
- Medical Terminology Knowledge
- Call Center Operations
- Product Organization
- Professional Telephone Demeanor
Timeline
CSR
Homedepot.com Call Center
10.2020 - 04.2023
Manager
La Popular Restaurant
03.2018 - 08.2020
General Manager
Dickies BBQ Pit
07.2012 - 01.2018
Medical Assistant - Medical Assisting
American Commercial College - Abilene
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