Summary
Overview
Work History
Education
Skills
Work Authorization
Interests
Timeline
Generic

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
2020.01 - Current

High School Diploma -

Northwestern High School
Rock Hill, SC
08.2011 - 05.2015

High School Diploma -

York Technical College
Rock Hill, SC

Skills

Brand Marketing (Branding)undefined

Work Authorization

United States

Interests

Remote(USA)

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
2020.01 - Current

High School Diploma -

York Technical College

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Katlean LumpkinCustomer Experience Agent (CX Agent)