Remote(USA)
Katlean Lumpkin
Customer Experience Agent (CX Agent)
Rock Hill,SC
Summary
- Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
- Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Janitorial Supervisor
Campbell Soup Company
Pineviille, NC
06.2022 - 06.2023
- Maintained good health and safety conditions throughout warehouse
- Trained employees on how to properly follow safety protocols and procedures.
- Trained staff on safe operation of cleaning equipment, tools, devices and chemical and cleaning agents to efficiently perform duties and reduce harm to floors, fixtures, staff and environment
- Distributed supplies and goods to staff at beginning of shift to manage inventory and maintain proper supplies while controlling expenses
- Prepared and presented reports of hours worked, staff assignments, and tasks and duties performed to properly allocate department expenses and maintain budget
- Issued assignments to staff and inspected special requests and areas of concentration to encourage smooth flow of housekeeping operation
- Complied with accident and loss prevention programs, SOPs and health and sanitation standards to achieve high level of cleanliness and customer satisfaction
- Implemented daily, weekly and monthly cleaning routines for staff to follow
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards
- Trained and mentored new staff on cleaning and safety protocols
- Completed financial tasks by estimating costs and preparing and managing budgets
Customer Services Representative
HSA Bank a Division of Webster Bank
Columbia, South Carolina
08.2021 - 10.2021
- Helped customers with 401k and other benefit questions
- Maintain customer relationships
- Proactively educated employers with useful information regarding bank processes, procedures, and products
- Documented all employer interactions.
- Gained extensive knowledge in data entry, analysis and reporting
- Worked effectively in fast-paced environments
- Self-motivated, with a strong sense of personal responsibility
- Demonstrated strong organizational and time management skills while managing multiple projects
- Adaptable and proficient in learning new concepts quickly and efficiently
- Excellent communication skills, both verbal and written
- Paid attention to detail while completing assignments
- Demonstrated high level of initiative and creativity while tackling difficult tasks
- Developed strong organizational and communication skills through coursework and volunteer activities
- Identified issues, analyzed information and provided solutions to problems
- Managed time efficiently in order to complete all tasks within deadlines
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Resolved problems, improved operations and provided exceptional service
- Demonstrated respect, friendliness and willingness to help wherever needed
Customer Services Representative
Maximus, Inc.
Columbia, SC
04.2021 - 07.2021
- Assisted with CDC vaccination hotline for Covid-19
- Organized outbound calls for follow up vaccination questions
- Assisted with customers across different countries with the knowledge and background on Covid-19 outbreak
- Directed citizens to nearest testing sight
- Provided clients to physicians whom can issue vaccination.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Delivered prompt service to prioritize customer needs
- Responded proactively and positively to rapid change
- Investigated and resolved customer inquiries and complaints quickly
- Resolved problems, improved operations and provided exceptional service
- Demonstrated respect, friendliness and willingness to help wherever needed
Receptionist
United Tax Express
Charlotte, NC
02.2019 - 07.2019
- Answered central telephone system and directed calls accordingly
- Corresponded with clients through email, telephone, or postal mail
- Managed multiple tasks and met time-sensitive deadlines
- Responded to inquiries from callers seeking information
- Kept reception area clean and neat to give visitors positive first impression
- Maintained confidentiality of information regarding clients and company
- Resolved customer problems and complaints
- Confirmed appointments, communicated with clients, and updated client records
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity
- Compiled information from files and research to satisfy information requests
- Monitored and screened visitors to verify accessibility to inter-office personnel
- Routed incoming mail and messages to relevant personnel without delay
- Organized, maintained and updated information in computer databases
Front-End Supervisor (Retail)
Ross Stores, Inc.
Rockhill, SC
03.2016 - 03.2018
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Trained team members in successful strategies to meet operational and sales targets
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively
- Maintained transaction security by verifying payment cards against identification
- Developed and implemented strategies to optimize store sales and profitability
- Utilized store analytics to identify areas of improvement in customer experiences
- Researched issues to obtain appropriate answers to customer inquiries
- Promoted business' development by building and maintaining relationships with new clients
- Examined incoming inventory, merchandised shelves and prevented shrinkage
- Educated staff on strategies for handling difficult customers and challenging situations
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals
- Marked-down clearance items and relocated merchandise to proper store areas
- Trained newly hired sales team in upselling techniques
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures
Education
High School Diploma -
Strayer University
Charlotte, North Carolina 01.2020 - Current
High School Diploma -
Northwestern High School
Rock Hill, SC 08.2011 - 05.2015
High School Diploma -
York Technical College
Rock Hill, SCSkills
Brand Marketing (Branding)MarketingProblem Solving SkillsPerformance ManagementCustomer SatisfactionResolve Customer IssuesCustomer EscalationsData EntryUser Interface/Experience (UI/UX)People ManagementAnalysis Skills
Complaint Handling
CRM Software
Key Holder Experience
Calm and Professional Under Pressure
Work Authorization
United States
Interests
Hybrid
Early Morning
Nights
Timeline
Janitorial Supervisor
Campbell Soup Company
06.2022 - 06.2023
Customer Services Representative
HSA Bank a Division of Webster Bank
08.2021 - 10.2021
Customer Services Representative
Maximus, Inc.
04.2021 - 07.2021
Receptionist
United Tax Express
02.2019 - 07.2019
Front-End Supervisor (Retail)
Ross Stores, Inc.
03.2016 - 03.2018
High School Diploma -
Northwestern High School
08.2011 - 05.2015
High School Diploma -
Strayer University
01.2020 - Current
High School Diploma -
York Technical College