Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kavon Walker

Troy

Summary

Polite and professional customer service agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Overview

7
7
years of professional experience

Work History

Call Center Representative

Charter Spectrum
06.2023 - Current
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers on company systems, form completion, and access to services.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.

Call Center Sales Representative

Charter Spectrum
11.2022 - 06.2023
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
  • Streamlined processes for increased efficiency in managing large volume of inbound calls daily.
  • Developed long-term relationships with customers by providing exceptional service and tailored solutions.
  • Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
  • Set up appointments with interested customers according to schedule availability.
  • Negotiated pricing and payment terms with customers when possible to close deals.
  • Retained existing customers by addressing concerns promptly and offering personalized solutions to meet their needs.
  • Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
  • Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
  • Demonstrated flexibility by adapting to shifting call center priorities and adjusting strategies accordingly for optimal outcomes.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Provided valuable input during team meetings aimed at refining call center protocols based on evolving market trends or consumer preferences.
  • Contributed to positive work environment by assisting colleagues with problem-solving and skill development.

Retail Sales Associate

Charter Spectrum
07.2021 - 11.2022
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
  • Collaborated with team members to meet and exceed monthly sales targets consistently.
  • Managed cash register after end of shift to balance and record accurate transactions.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Prioritized helping customers over completing other routine tasks in store.
  • Supported store leadership in implementing new merchandising strategies which led to improved product positioning and overall visual appeal.
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Utilized upselling techniques to promote additional products and increase sales.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Trained and supervised new employees to use selling strategies and apply best practices.
  • Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
  • Aided managers in planning effective staff schedules to ensure optimal coverage during peak hours while considering employee availability constraints.
  • Managed efficient cash register operations.
  • Developed strong rapport with customers and created positive impression of business.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Answered questions about store policies and addressed customer concerns.
  • Increased sales revenue through effective product recommendations tailored to individual customers.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Conducted thorough product knowledge training sessions for new hires, ensuring they were well-equipped to serve customers effectively.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.

Customer Service Representative

Golub Corporation
06.2017 - 07.2021
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Managed timely and effective replacement of damaged or missing products.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

Bachelor of Science - Psychology

The College of Saint Rose
Albany, NY
05.2019

Skills

  • Calm and Professional Under Pressure
  • MS Office
  • Microsoft Office
  • Call Metrics
  • Appointment Scheduling
  • Conflict Mediation
  • Data Management
  • Call Center Customer Service
  • Brand representation
  • Customer Account Management
  • Interpersonal Skills

Timeline

Call Center Representative

Charter Spectrum
06.2023 - Current

Call Center Sales Representative

Charter Spectrum
11.2022 - 06.2023

Retail Sales Associate

Charter Spectrum
07.2021 - 11.2022

Customer Service Representative

Golub Corporation
06.2017 - 07.2021

Bachelor of Science - Psychology

The College of Saint Rose

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Kavon Walker