KaShata Lynch
Pensacola,US
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Skilled Customer service Supervisor knowledgeable about monitoring metrics and maximizing team success in fast-paced call center settings. Performance- and quality-driven with 8 years of experience. Natural leadership talent with motivational approach.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
One Touch Direct, LLC
08.2015 - Current
- Coached, monitored, and assisted agents in ways to improve performance
- Educating representative on customer accounts
- Assuring that clients is far and for most first priority
- Managed escalations Team and follow up team
- Monitored and graded calls each week, per agent, and provided feedback for improvement
- Calling back customers to assure are satisfied with the service provided and with the bundle package
- Set up for all new hire including profile, token, sales code input
- Reaffirming representatives with the value of program products
- Maintain Average, after call work, hold time, transfer rate unproductive time intervals, schedules, Aux time
- Responding to emails, updating spreadsheets with daily metrics
- Marinating the assist and escalation line
- Sending end of day reports.
Sales Associate
7-Eleven, Inc.
06.2013 - 07.2015
- Managed inventory control and restock shelves with merchandise
- Receive payment by cash, debit, credit card
- Made sure the store met health department and corporation cleanliness standards
- Maintain clean store appearance Provide customer service in a fast paced environment
- Handled large sums of cash
- Stocked and replenished merchandise according to store merchandising layouts
- Cleaned inside and outside of store and parking lot
- Making sure the merchandise are front faced
- Maintained the store in a clean and safe way that promoted the desire of clients to return to the store
- Handled opening and closing shift paperwork, inventory control, shift management, monitoring of store activity, as well as stocking and cashiering duties
- Ordering, cash handling, customer service, merchandising, training new employees, keeping store up to date
- Handled cash and credit card transactions
- Assisted in display of merchandise
- Manage 2nd shift at downtown area
- Complied with the regulations: No sale of restricted items to non-authorized customers
- Served customers on a daily basis
- Handling cash register and nets
- Take-Arranging of stocks.
Member Service Representative
Navy Federal Contracter
Pensacola, FL
07.2023 - Current
- Increased customer satisfaction rating by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Delivered quality service by assessing, advising and assisting credit union members.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Enhanced member relationships by providing excellent service during each interaction.
Education
General Studies -
Meridian High School
Meridian, MS01.1994
Skills
- Handling Escalations
- Continuous Improvement
- Call Center Operations
- Workflow Management
- One Call Resolution
- Data Entry
- Product Knowledge
- Account Updating
- Information Security
- Call Management
- Inbound and Outbound Calling
- Problem Resolution
- Critical Thinking
- Spreadsheets
References
References available upon request.
Timeline
Member Service Representative
Navy Federal Contracter
07.2023 - Current
Customer Service Supervisor
One Touch Direct, LLC
08.2015 - Current
Sales Associate
7-Eleven, Inc.
06.2013 - 07.2015
General Studies -
Meridian High School
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