Karis Mills
San Antonio,TX
Summary
Motivated customer service representative dedicated to delivering exceptional customer satisfaction and fostering long-term client relationships. Proactively addresses individual customer needs with a focus on problem-solving and attention to detail. Demonstrates strong multitasking skills and effective time management to consistently achieve performance targets.
Overview
15
15
years of professional experience
Work History
Disability Specialist
Heard & Smith LLP
San Antonio, TX
01.2022 - Current
- Builds initial client relationship and confidence with every prospective client interaction
- Takes up to 150 - 200 calls per day in a professional inbound/outbound call center environment
- Meets occupancy and adherence goals
- Maintains a minimum call quality score of 90%
- Consistently builds the client relationship and confidence with every client interaction while proactively contacting clients to ensure the relationship is maintained
- Solves problems and maintains confidentiality
- Keeps updated records and detailed documentation of client interactions, concerns, and complaints in a paperless database system
- Uses good judgment to discern what issues may be urgent and need a manager's or director's attention immediately
Customer Service Representative
Southwest Airlines
San Antonio, TX
02.2016 - 08.2020
- Provided solutions and recommendations, while using an empathic approach and demeanor
- Recommended services to members and educated customers about relevant offerings
- Managed unbound calls to respond to inquiries and resolve concerns
- Utilized organization's computer system to look up and record information concerning member accounts
- Responded to customer questions and complaints and documented consumer communications
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Overall providing world-class customer service
Technical Specialist
Sears Holdings Call Center
San Antonio, TX
12.2013 - 03.2015
- Answered questions regarding member's insurance and appliances
- Delivered outstanding customer service per Sears Holding's Standards
- Multi-tasked in Windows environment to access account information, guided members through the trouble-shooting process and communicated with members about the type of coverage they had on their appliances
Shift Manager/Key Holder
Payless Shoe Source
Lubbock, TX
01.2013 - 12.2013
- Managing staff: Assigning tasks, scheduling shifts, and training new employees
- Handling customer issues: Addressing customer complaints and providing a positive customer experience
- Managing inventory: Tracking stock levels and ensuring there is enough product to meet demand
- Ensuring compliance: Following safety regulations and health and safety standards
- Managing finances: Overseeing financial transactions and preparing bank deposits
- Managing operations: Managing opening and closing processes, and communicating updates between shifts
- Managing performance: Supervising staff activities and performance, and providing feedback
- Managing workplace issues: Resolving conflicts between workers, and managing requests made by staff
Senior Pharmacy Help Desk
KGB-USA
Lubbock, TX
08.2010 - 01.2013
- Communicated with pharmacist and doctors about members medication
- Assisted members with obtaining knowledge about their insurance and coverage regarding their medication
- Received promotion in February 2011
Education
High School Diploma -
E.L Broady Academy
San Antonio, TX07.2015
Skills
- Data entry
- Call center procedures
- Conflict resolution
- Customer service
- Typing (45 wpm)
- Service upselling
- Researching
- Microsoft Word
- Microsoft Excel
- Troubleshooting
- Amadeus Altea software
- Comply 365
- Cirrus! Softphone
- TLC for RR
- Jabber
- Microsoft Teams
- Management
Timeline
Disability Specialist
Heard & Smith LLP
01.2022 - Current
Customer Service Representative
Southwest Airlines
02.2016 - 08.2020
Technical Specialist
Sears Holdings Call Center
12.2013 - 03.2015
Shift Manager/Key Holder
Payless Shoe Source
01.2013 - 12.2013
Senior Pharmacy Help Desk
KGB-USA
08.2010 - 01.2013
High School Diploma -
E.L Broady Academy