Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Kashmere Townsend

Orlando,FL

Summary

Dynamic Member Service Representative with a proven track record at Teletech, excelling in client education and relationship building. Adept at payment processing and problem-solving, I consistently delivered exceptional customer experiences, resolving inquiries swiftly and enhancing satisfaction. Committed to teamwork and maintaining meticulous attention to detail in high-pressure environments.

Overview

8
8
years of professional experience

Work History

Member Service Representative

Teletech
04.2023 - Current
  • Helped large volume of approximately 35 customers every day with positive attitude and focus on customer satisfaction.
  • Verified customer identification and documentation for compliant transactions.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.

Guest Service Associate

University of Central Florida
10.2019 - 05.2023
  • Greeted visitors and students upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Identified and explained room and university amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around the university.
  • Welcomed and acknowledged guests with smile, eye contact, boosting overall guest satisfaction.
  • Walked through properties to maximize guest safety and clear areas of trash and debris.
  • Maintained front desk to provide students with access to testing materials.
  • Maintained accurate and up-to-date records of guest information.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Managed check-in and check-out procedures for guests and students.
  • Contacted students via phone call with updates on room reservations.
  • Utilized online inventory check-lists to insure guest materials were always available.

Member Service Representative

Teleperformance
08.2021 - 01.2022
  • Resolved customer issues through thorough dispute investigation.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Customer Service Representative

Teleperformance
06.2019 - 08.2019
  • Responded to customer requests for products, services, and company information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Managed timely and effective replacement of damaged or missing products.

Student Worker

Aramark
11.2018 - 04.2019
  • Worked in team environment to maintain high levels of productivity.
  • Maintained tidy and organized environment to comply with cleanliness standards.
  • Set up, broke apart, and cleaned up serving areas at beginning and end of day.
  • Notified supervisor of low stock as reminder to order ingredients, supplies and products.
  • Sanitized kitchen surfaces and washed food prep tools, utensils and equipment.
  • Assisted with mealtimes by plating food when working serving line.
  • Monitored food service areas by checking holding temperatures and appearance.
  • Maintained composure and work quality while under stress.
  • Washed, peeled and cut various foods such as fruits and vegetables to prepare for cooking or serving.
  • Operated food slicers, grinders and chopper in accordance with safety guidelines.
  • Maintained high personal grooming standards and uniform presentation.
  • Followed food safety practices and sanitation guidelines.
  • Trained new staff on food preparation and safety procedures.
  • Stocked and rotated food items according to expiration dates.

Cashier

Pollo Tropical
03.2017 - 06.2018
  • Understood restaurant menu, limited-time offers and promotions to answer guest questions.
  • Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
  • Balanced cash drawer at beginning and close of shift.
  • Took orders at drive-thru or front counter and accurately processed payments to provide guests with great service.
  • Resolved problems with orders quickly and offered refund or replacement.
  • Followed food safety and sanitation guidelines at all times.
  • Upsold additional products and services to customers to boost sales.
  • Assisted customers with menu items and accurate order fulfillment.
  • Maintained clean, tidy and orderly work station to uphold company standards.
  • Followed company policies and procedures regarding cash handling.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Used POS system to enter orders, process payments and issue receipts.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Handled cash with high accuracy and took care to check bills for fraud.

Education

Master of Health Administration - Health Administration

University of Central Florida
Orlando, FL
12-2026

Bachelor of Science - Health Services

University of Central Florida
Orlando, FL
05-2023

High School Diploma -

Boyd H. Anderson High School
Lauderdale Lakes, FL
06-2018

Skills

  • Member correspondence
  • Relationship building
  • Client education
  • Payment processing
  • Banking
  • Document processing
  • Call center experience
  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Inventory tracking

Interests

  • Youth mentor, providing guidance and support to empower the next generation of leaders
  • Getting involved in local advocacy groups to promote positive change in the community
  • Youth Development Programs
  • Supporting STEM education initiatives and mentorship programs
  • I enjoy helping others and giving back to the community
  • Offering time and support to shelters for the homeless, women, and animals
  • Artificial Intelligence (AI) and Machine Learning
  • Personal Development and Self-Improvement

Timeline

Member Service Representative

Teletech
04.2023 - Current

Member Service Representative

Teleperformance
08.2021 - 01.2022

Guest Service Associate

University of Central Florida
10.2019 - 05.2023

Customer Service Representative

Teleperformance
06.2019 - 08.2019

Student Worker

Aramark
11.2018 - 04.2019

Cashier

Pollo Tropical
03.2017 - 06.2018

Master of Health Administration - Health Administration

University of Central Florida

Bachelor of Science - Health Services

University of Central Florida

High School Diploma -

Boyd H. Anderson High School

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Kashmere Townsend