Kathryn Smith
Plantation,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Apex Call Center
07.2022 - 01.2023
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Attended monthly sales meetings and quarterly sales trainings.
- Kept detailed records of daily activities through online customer database.
- Built relationships with customers and community to promote long term business growth.
- Achieved or exceeded company-defined sales quotas.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Managed over 50 customer calls per day.' or, "Increased sales by 10%".
Customer Service Specialist
BeeperMd
11.2021 - 09.2022
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Described product highlights and benefits to help guide purchasing decisions.
- Resolved concerns with products or services to help with retention and drive sales.
- Recorded product or service failure complaints and notified appropriate departments.
- Utilized customer service software to manage interactions and track customer satisfaction
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
Customer Service Associate
Lowes Home Improvement
10.2017 - 11.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Executes excellent sales floor merchandising and selling.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Recommended products to customers, thoroughly explaining details.
- Managed timely and effective replacement of damaged or missing products
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Educated customers about billing, payment processing and support policies and procedures
- Investigated and resolved accounting, service and delivery concerns
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
Customer Service Executive
Comcast
10.2013 - 09.2017
- Received payment information from customers and implemented it carefully into system to alleviate errors.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
- Described product and service details to customers to provide information on benefits and advantages.
Customer Service Associate
AT&T
08.2010 - 10.2013
- Resolved concerns with products or services to help with retention and drive sales.
- Provided information regarding charge accounts and loyalty programs.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Responded to customer requests for products, services and company information.
Customer Service Representative
Sears Call Center
02.2007 - 08.2010
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
Education
Diploma -
Seminole High School
Sanford, FL06.1984
Skills
- Responding to Difficult Customers
- Customer Service and Assistance
- Upbeat and Positive Personality
- Inputting Claims
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Data Entry and Maintenance
- Effective Written and Verbal Communication
- POS Inventory System Operation
- Revenue Generation
- Inbound and Outbound Calling
- Ability to Work Independently
- Sales and Upselling
- Livechat Messaging
- Call Volume and Quality Metrics
- Special Requests
- Issue and Complaint Resolution
Timeline
Customer Service Representative
Apex Call Center
07.2022 - 01.2023
Customer Service Specialist
BeeperMd
11.2021 - 09.2022
Customer Service Associate
Lowes Home Improvement
10.2017 - 11.2021
Customer Service Executive
Comcast
10.2013 - 09.2017
Customer Service Associate
AT&T
08.2010 - 10.2013
Customer Service Representative
Sears Call Center
02.2007 - 08.2010
Diploma -
Seminole High School
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