Kaylee Brandt
Russell Springs ,KY
Summary
Experienced Customer Service Representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and adept at solving problems analytically. Committed to enhancing customer experiences by consistently employing service-oriented behaviors. Recognizes the importance of understanding customer desires and goes above and beyond to provide customized solutions that build loyalty.
Overview
8
8
years of professional experience
Work History
Warranty Solutions Specialist
IGS Energy
05.2023 - Current
- Filed service requests for protected failures, as well as set the proper expectations on the request process and exclusions per the service agreement.
- Enhanced customer satisfaction ratings by resolving issues efficiently.
- Answered customer questions about billing, account issues and upgrade possibilities.
- Documented and detailed calls and complaints using call center's CRM database.
- Educated callers about proper reporting methods, services, and the service agreement.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Department Manager- Appliances, Cabinet & Millwork
Lowes Home Improvement
03.2022 - 04.2023
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Assistant Store Manager Logistics
Harbor Freight Tools USA
09.2020 - 03.2022
- Rotated merchandise and displays to feature new products and promotions.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Front End Manager
Lowes Home Improvement
02.2017 - 09.2020
- Coached employees through day-to-day work and complex problems.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Oversaw cashier operations, bookkeeping, and security.
- Scheduled personnel according to skill sets and coverage needs, and made adjustments to meet unexpected demands.
- Reviewed financial reports and trend forecasts.
- Maintained strong customer relations and effective customer service standards.
Education
Graphic Design And Marketing
University of Northwestern Ohio
Lima, OHHigh school or equivalent - General Education
Memorial High School
Saint Marys, OH05.2009
Skills
- Customer Service
- Staff development
- Microsoft Office
- Inventory management
- Retail sales
- Cash Handling
- Coaching and mentoring
- Data analysis
Timeline
Warranty Solutions Specialist
IGS Energy
05.2023 - Current
Department Manager- Appliances, Cabinet & Millwork
Lowes Home Improvement
03.2022 - 04.2023
Assistant Store Manager Logistics
Harbor Freight Tools USA
09.2020 - 03.2022
Front End Manager
Lowes Home Improvement
02.2017 - 09.2020
High school or equivalent - General Education
Memorial High School
Graphic Design And Marketing
University of Northwestern Ohio
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