Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Kaprishia Jenkins

Lumberton,NC

Summary

Ambitious and dedicated customer service professional with extensive experience in providing superior service in both in-person and remote roles. Proven leadership abilities as a team leader and a commitment to continuous growth and advancement. Highly skilled in communication, problem-solving, and fostering positive customer experiences. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

8
8
years of professional experience

Work History

Customer Service Agent

KinderCare Learning Center
Lake Oswego, OR
05.2023 - 07.2024
  • Resolved concerns to meet family needs.
  • Managed customer concerns and provided empathetic resolutions.
  • Ensured high-quality service by keeping meticulous records of engagements.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Used approved scripts to de-escalate angry customers during telephone interactions.

Travel Agent

FCR (First Call Resolution)
Roseburg, OR
07.2021 - 09.2022
  • Resolved customer issues related to trip planning, including reservation adjustments and cancellations.
  • Delivered outstanding customer service for a smooth travel process.
  • Addressed problems efficiently, building confidence and contentment.
  • Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
  • Utilized GDS systems efficiently for booking and confirming travel plans.
  • Built and maintained strong relationships with vendors and suppliers in the travel industry.

Customer Service Agent (Healthcare, Insurance)

Hinduja Global Solutions
09.2020 - 06.2021
  • Managed incoming communications across various channels to resolve issues effectively.
  • Recorded comprehensive customer interaction logs in the CRM databases.
  • Provided technical support over the phone when needed.
  • Attended training sessions regularly to stay current on new products or services.
  • Updated customer records in the CRM system accurately with each interaction.
  • Returned customer calls in established turnaround time to meet company objectives.
  • Managed high-volume of inbound and outbound customer calls.
  • Developed strategies for handling difficult customers effectively while maintaining professionalism.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Team Leader

Chick-fil-A
Lumberton, NC
07.2016 - 03.2019
  • Led team operations to deliver high-quality customer service and operational efficiency
  • Trained and mentored team members to enhance performance and productivity

Education

Bachelor of Science - Business Administration

Southern New Hampshire University
10.2025

High School Diploma -

Bladen Community College
03.2020

Skills

  • Customer Service Excellence
  • Remote Work Expertise
  • Effective Team Management
  • CRM System Management
  • Clear Verbal and Written Communication
  • Problem Solving and Conflict Resolution
  • Microsoft Office
  • Excel
  • ADP
  • Spreadsheet
  • Slack
  • AI
  • Zoom
  • Teams
  • Whiteboard
  • Phone etiquette
  • Documentation and reporting
  • Customer relations
  • Typing speed
  • Exemplary work ethic
  • Escalation management
  • Issue follow up
  • CRM software
  • Multitasking and organization
  • Empathetic and genuine
  • Reliability and punctuality
  • Active listening
  • Inbound customer service
  • Relationship building
  • De-escalation techniques
  • Outstanding communication skills

Affiliations

  • Volunteering in church and community initiatives to foster positive relationships and provide support to others.
  • Teaching and mentoring my children, emphasizing personal growth and education within a homeschooled environment.
  • Engaging in family-centered activities to nurture strong connections and shared experiences.

Timeline

Customer Service Agent

KinderCare Learning Center
05.2023 - 07.2024

Travel Agent

FCR (First Call Resolution)
07.2021 - 09.2022

Customer Service Agent (Healthcare, Insurance)

Hinduja Global Solutions
09.2020 - 06.2021

Team Leader

Chick-fil-A
07.2016 - 03.2019

Bachelor of Science - Business Administration

Southern New Hampshire University

High School Diploma -

Bladen Community College

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Kaprishia Jenkins