Kathy Holmes
Grovetown,Georgia
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.
Overview
19
19
years of professional experience
Work History
Customer Service Center Representative
Meduit | Driving Revenue Cycle Performance
Charlotte, NC
08.2022 - 04.2023
- Educated customers on company systems, form completion, and access to services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Processed debit and credit card and electronic check payments.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed and updated databases to handle customer data.
Customer Service Representative
Ashley Furniture Home Stores
Snellville, GA
12.2021 - 07.2022
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
Sales Associate
JCPenney
Pineville, NC
09.2020 - 11.2021
- Answered customer questions about sizing, accessories, and merchandise care.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
Customer Service Representative
Tele Tech Call Center Health
Concord, NC
06.2018 - 08.2020
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Cashier
Publix Super Market
Charlotte, NC
01.2016 - 05.2018
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Upsold additional products and services to customers, increasing revenue.
- Tallied cash drawer at beginning and end of each work shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Operated cash register to record transactions accurately and efficiently.
Caregiver
Visiting Angles
Miami, FL
01.2007 - 05.2007
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Provided safe mobility support to help patients move around personal and public spaces.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Assisted patients with self-administered medications.
- Entrusted to handle confidential and sensitive situations in professional matter.
Caregiver
Home Instead Senior Care
Miami, FL
01.2004 - 12.2006
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Provided safe mobility support to help patients move around personal and public spaces.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Observed health status of clients to report changes and unusual occurrences to appropriate medical personnel.
- Administered medications following prescribed instructions to alleviate symptoms and discomfort, monitoring client reactions.
Education
Associate of Arts - Psychology
Midland Tech College
Columbia, SC08.2024
Skills
- Customer Inquiries
- Customer Support
- Inbound Phone Call Management
- System Documentation
- Data Gathering
- Verbal and Written Communication
- Cash Handling
- Customer Service Process Improvement
- Till Counting
- Sales Expertise
- Customer Communication
- Technical Troubleshooting
- Investigations and Resolutions
- Clerical Support
- Billing Procedures
- Familiarity with Locating Individuals
- Fair Debt Practices
- Accounts Payable and Accounts Receivable
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Center Representative
Meduit | Driving Revenue Cycle Performance
08.2022 - 04.2023
Customer Service Representative
Ashley Furniture Home Stores
12.2021 - 07.2022
Sales Associate
JCPenney
09.2020 - 11.2021
Customer Service Representative
Tele Tech Call Center Health
06.2018 - 08.2020
Cashier
Publix Super Market
01.2016 - 05.2018
Caregiver
Visiting Angles
01.2007 - 05.2007
Caregiver
Home Instead Senior Care
01.2004 - 12.2006
Associate of Arts - Psychology
Midland Tech College
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