Kanisha Middlebrook
Memphis,TN
Summary
Dedicated Customer Service Representative who is motivated to bring customer satisfaction to the company. Able to multi-task under excessive amounts of stress, goal oriented, works well within team environments. Excellent verbal and written communication skills Call Center Representative versed in customer support in high call volume environments either remote or office environment. Superior computer skills and telephone etiquette. Motivated customer service specialist with over 10 years’ retail experience in a fast-paced, team-based environment. Experienced working as a home agent. Customer Service is driven to exceed sales goals and build long-term relationships with customers. Delivers positive experiences through high-quality customer care. Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in customer resolutions, regulations and procedures. Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in customer resolutions, regulations and procedures.
Overview
18
18
years of professional experience
Work History
Service Advisor
Memphis Light, Gas, & Water Division
Memphis
05.2022 - Current
- Work remote to respond to billing inquiries and handle customers' high bill complaints
- Credit negotiations (payment extensions, arrangements, turn-ons, and turn-offs)
- Respond to customer account questions, including billing and field support requests
- Answer emergency calls from customers withing specific qualified parameters via telephone, email, or chat
- Provide data to customers requesting new services and/or construction
- Effectively manage calls from irate/hostile customers
- Provide resolutions of customer complaints
- Open and close accounts at request of customer
- Report electric and gas emergencies and outages.
Data Entry Specialist
Conduent Global
07.2018 - Current
- Verifies checks and amounts match
- Performs numeric and alphanumeric data entry functions from multiple document sources
- Maintain the check and invoice together
- Key customer check amount and information into the computer system
- Operates a data entry terminal with speed and accuracy for a variety of data processing applications in a high-volume operation
- Maintains filing systems and departmental records
- Performs other general clerical functions as required.
Customer Support Specialist IV
ECS Federal
06.2016 - 05.2022
- Respond to customers via phone and email for USPS issues in remote and office
- Follow established processes for customer acquisition, account creation, and maintenance
- Provide helpdesk support to end-users of proprietary software
- Provide PostalOne!, Business Customer Gateway, eAdmin, Postal Wizard, Mailer ID as well as Informed Visibility software problem analysis, documentation, escalation, and resolution to computer users with varying degrees of experience
- Work independently and with the team to resolve issues that are not defined in process flows
- Develop some Standard Operating Procedure documentation
- Respond to and resolve IT support tickets submitted by end-users
- Adapt quickly to rapidly changing priorities and requirements
- Assist in developing less experienced staff when appropriate
- Research and analyze various issues with customer data, reports, documents, and present results to the customers
- Utilize ServiceNow application to create tickets for customer issues.
Customer Support Specialist
AT&T
03.2015 - 06.2016
- Assist customers over 50 customers a day with their wireless accounts
- Provide technical support for over 30+ customers per day for Apple devices and products
- Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal
- Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues
- Excel in asking probing questions and researching, analyzing, and rectifying problems
- Accumulated a call resolution rate of 95 percent
- Perform security checks and verify details of the customer, service plan, and other specifications in the CRM
- Provided pre- and post-sales technical assistance to the callers and instructed them on the proper use of electronic equipment.
Customer Service Specialist
Best Buy
02.2006 - 01.2016
- Train and supervise associates in daily departmental sales goals
- Supervise business accounts and weekly sales tracker
- Count stores nightly cash deposit and money ordering system
- Greet customers entering the store to ascertain what each customer wants and needs
- Described product to customers and accurately explained details and care of merchandise
- Troubleshoot and fix electronic devices (i.e
- Computers, televisions, cell phones, gaming devices, etc)
- Politely assist customers in person and via telephone
- Provide an elevated customer experience to generate a loyal clientele
- Perform talent acquisition search to hiring new employees
- Assist in stores hiring process using Taleo
- Answered product questions with up-to-date knowledge of sales and store promotions
- Investigate and resolve customer inquiries and complaints in a timely and empathetic manner
- Monitor cash drawers in multiple checkout stations to ensure adequate cash supply.
Education
BACHELOR OF SCIENCE - Political Science
UNIVERSITY OF TENNESSEE
05.2007
HIGH SCHOOL DIPLOMA - General Studies
KIRBY HIGH SCHOOL
05.2002
Skills
- Creative problem solver
- Active listener
- Exceptional communication skill
- Strategic sales knowledge
- MS Windows proficient
- Credit card processing
- Quick learner
- Multi-line phone talent
- Proficient in cash management
- Conflict resolution
- 10,000 kph data entry numerical
- Goal-oriented
- Reliable
- Microsoft Excel Proficient
- 56 WPM typing speed
- 10-Key Experience
- Help Desk/Technical Support
- Data Processing
- Complaint resolution
- Order Fulfillment
- Tech-Savvy
- Call Center Operations
Timeline
Service Advisor
Memphis Light, Gas, & Water Division
05.2022 - Current
Data Entry Specialist
Conduent Global
07.2018 - Current
Customer Support Specialist IV
ECS Federal
06.2016 - 05.2022
Customer Support Specialist
AT&T
03.2015 - 06.2016
Customer Service Specialist
Best Buy
02.2006 - 01.2016
BACHELOR OF SCIENCE - Political Science
UNIVERSITY OF TENNESSEE
HIGH SCHOOL DIPLOMA - General Studies
KIRBY HIGH SCHOOL
Similar Profiles
Lawanda DanielsLawanda Daniels
Customer Service Representative at Memphis Light, Gas, and WaterCustomer Service Representative at Memphis Light, Gas, and Water
Calvin HawkinsCalvin Hawkins
Senior Computer Analyst at Memphis Light, Gas, and WaterSenior Computer Analyst at Memphis Light, Gas, and Water
TRACEY TATETRACEY TATE
Computer Software Specialist 4 at Memphis Light, Gas & Water (MLGW)Computer Software Specialist 4 at Memphis Light, Gas & Water (MLGW)