Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kassey Hewitt

Wetumpka,AL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

25
25
years of professional experience

Work History

Assistant Manager

First Heritage Credit LLC
02.2023 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Contacted and helped find solutions for customers with overdue payments.
  • Built lasting relationships with clients, customers and other team members based on trust and reliability.
  • Presented information to prospective customers, initiated new service and flawlessly set up customer accounts.
  • Improved first-call resolution rate through comprehensive understanding of company offerings and policies.
  • Exceeded performance metrics by consistently delivering high-quality support and exceeding customer expectations.
  • Participated in ongoing training programs to stay current with industry trends and company policies.
  • Effectively managed high call volumes while maintaining a professional demeanor under pressure.
  • Assisted customers on phone and in-office with questions, concerns and product availability.
  • Fostered a positive work environment by actively participating in team-building activities and collaborating effectively with colleagues.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.

Office Assistant

SURGE
04.2022 - 01.2023
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Expedited document processing with accurate data entry and timely filing.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Strengthened office organization by implementing new filing systems and digital record-keeping practices.
  • Input data into spreadsheets and databases.
  • Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
  • Utilized office management software to record and track customer information.
  • Purchased and maintained office supplies.
  • Supported staff on special assignments and ad hoc projects.
  • Assisted with onboarding of new employees.

Customer Service Representative

Legacy Finance
10.2019 - 02.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.

Assistant Manager

Credit Central
08.2017 - 10.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Assessed caller accounts to determine benefits, identify service needs and resolve issues.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Resolved issues over phone with customers daily.

Cake Decorator

Walmart
02.2014 - 08.2017
  • Prepared special creams and frostings for cakes and other dessert specialties.
  • Recorded and maintained accurate supplies lists for clients' projects.
  • Precisely arranged display cases throughout workday to highlight finished products.
  • Decorated fondant and soft-frosted style cakes daily.
  • Increased business sales by influencing purchases and attracting customers with displays and professional service.
  • Decorated pastries and cakes using colorful icings and piping techniques.
  • Handled phone calls regarding inquiries, cancelled orders and ordering conflicts.
  • Disposed of damaged and expired goods to uphold safety standards and provide fresh products.
  • Maintained sanitary food prep station by following established safety procedures and sanitizing instructions.
  • Used variety of baking and decorating tools such as mixers, carving tools and confectionery products.
  • Managed material inventory and ordered new materials when needed.
  • Verified accuracy of orders while meeting strict deadlines on producing completed products.
  • Designed specialty cakes for weddings, birthdays and graduations.
  • Kept work area safe and sanitized by washing utensils, tools and countertops.
  • Provided exemplary customer service to patrons daily in high-volume shopping center location.
  • Packaged and priced each product according to company pricing procedures.

Inventory Associate

Fleetwood Metal Industries
02.2012 - 02.2014
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Managed inventory storage in clean and organized fashion.
  • Maintained inventory count, tracked usage and documented variances.
  • Recorded information, shortages and discrepancies to keep records current and accurate.
  • Completed physical inventory counts each month.
  • Placed orders for new supplies based on established needs and special circumstances.
  • Kept up-to-date on store, shelf and order availability of products.
  • Managed inventory team to achieve optimal productivity and inventory control.
  • Performed data entry and completed proper paperwork.

Customer Service Representative

Tri- County Home Medical Equipment
02.2004 - 08.2005
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided information regarding charge accounts and loyalty programs.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Responded to customer requests for products, services and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Answered constant flow of customer calls with minimal wait times.
  • Sought ways to improve processes and services provided.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.

Receptionist

Dr. Bruce L Kent M. D.
06.2000 - 05.2004
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Maintained building security by monitoring logbook and issuing visitor badges.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Resolved customer problems and complaints.
  • Responded to inquiries from callers seeking information.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

Education

High School Diploma -

Holtville High School
Deatsville, AL
05.2002

Skills

  • Inbound and Outbound Calling
  • Retail store support
  • Creative problem solving
  • Administrative support
  • Money handling abilities
  • Medical terminology knowledge
  • Recordkeeping strengths
  • Problem-solving
  • Customer service
  • Money handling
  • Team leadership
  • Decision-making
  • Team motivation
  • Staff training and development
  • Task delegation
  • Goal setting
  • Workload management
  • Staff development
  • Orientation and training
  • Team collaboration

Timeline

Assistant Manager

First Heritage Credit LLC
02.2023 - Current

Office Assistant

SURGE
04.2022 - 01.2023

Customer Service Representative

Legacy Finance
10.2019 - 02.2022

Assistant Manager

Credit Central
08.2017 - 10.2019

Cake Decorator

Walmart
02.2014 - 08.2017

Inventory Associate

Fleetwood Metal Industries
02.2012 - 02.2014

Customer Service Representative

Tri- County Home Medical Equipment
02.2004 - 08.2005

Receptionist

Dr. Bruce L Kent M. D.
06.2000 - 05.2004

High School Diploma -

Holtville High School

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