Kassey Billups
Summary
Highly-motivated with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
1
1
year of professional experience
Work History
Site Agent
Sitel Group
Tuscaloosa, AL
03.2022 - 06.2022
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
- Assisted customers with inquiries via phone and online chat.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Collected deposits or payments and arranged for billing.
Tech Support Agent
Startek
Myrtle, SC
08.2021 - 01.2022
- Assisted customers with product selection and inquiries daily.
- Resolved customer complaints professionally to enhance satisfaction.
- Assisted with payroll processing activities such as entering time sheets into the system.
- Answered incoming calls from customers regarding product availability, pricing, delivery times.
- Organized and updated client contact information in database software.
- Provided technical support for computer hardware setup and installation issues.
- Prepared documents such as invoices, purchase orders, contracts. according to established standards.
- Provided customer service assistance by responding to inquiries via email, phone, or face-to-face interaction.
- Accepted constructive criticism from coaches and teammates to improve skills.
- Improved form and techniques through targeted training and observation.
- Exercised strong leadership skills and practiced self-discipline on and off field.
- Identified personal strengths and weaknesses and adjusted techniques to enhance performance.
Education
High School Diploma -
Central A&M High School
Moweaqua, IL05-2018
Skills
- Technical troubleshooting
- Customer service
- Data analysis
- Call management
- Process optimization
- Conflict resolution
- Relationship building
- Time management
- Leadership development
- Research skills
- Inquiry resolution
- Payment processing
- Goal setting and achievement
- Flexibility and mobility
- Strategic thinking
- Focus and concentration
- Adaptability and resilience
- Strong work ethic
- Adaptable
- Mental toughness
- Responsible
- Client relationship management
- Product knowledge
- Effective communication
- Problem solving
- Remote office availability
- Multitasking
- Analytical and critical thinking
- Calm under pressure
- Verbal communication
- Teamwork and collaboration
- Critical thinking
- Public speaking
Timeline
Site Agent
Sitel Group
03.2022 - 06.2022
Tech Support Agent
Startek
08.2021 - 01.2022
High School Diploma -
Central A&M High School