Keaeraha Favor
Columbia,SC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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. 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 and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Branch Product Service Representative
Wells Fargo
10.2022 - Current
- Updated account information to maintain customer records.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Took internal calls were I assisted bankers with customer accounts
- I'm trained in Safe Deposit Box, Cd's, Teller, Cousmer Document Review, Cashiers Check, and Money Order
Call Center Representative
Blue Cross And Blue Shield
10.2018 - 09.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Processed debit and credit card and electronic check payments.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and backed up other customer service managers.
Call Center Representative
Version Wireless
02.2017 - 09.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Created and maintained detailed database to develop promotional sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Packer
Target Distribution Center
05.2014 - 01.2017
- Maintained a clean and organized work environment, promoting safety and productivity.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained neat and organized work area to safeguard items and comply with cleanliness standards.
- Managed workload effectively under pressure during peak periods while maintaining focus on quality control measures.
- Complied with safety, health, and environmental regulations as prescribed by law.
- Completed daily orders with expert picking and packing of shipments.
- Complied with company policies and industry regulations throughout all packing activities, promoting a safe working environment.
- Improved team collaboration through effective communication and coordination with coworkers.
- Inspected items to identify discrepancies and damages and reported to supervisor.
- Performed required housekeeping to keep work areas clean such as sweeping floors, putting trash in trash containers and picking up product from floor.
- Reduced errors in shipments by carefully inspecting packages for quality and accuracy.
- Assisted supervisors with special projects as needed, showcasing versatility and commitment to overall team success.
- Trained new employees on proper packing and labeling techniques and to apply best practices.
- Monitored outgoing packages for proper labels and accurate address information.
- Lifted and unloaded containers of parcels onto equipment for transportation to sort stations.
- Placed items into bags, boxes or other containers.
- Inspected items for defects and damage.
- Assembled boxes, cartons and containers to package items.
- Cleaned and maintained production area and equipment.
- Loaded items onto conveyor belts and pallets.
- Sorted and stacked finished items.
- Re-packaged damaged or incorrectly packaged items.
- Labeled containers, container tags or products.
- Sealed containers and packages with glue, tape or other materials.
Education
Woolard Technology Center
Camden, SC06.2021
Skills
- Data entry proficiency
- CRM software proficiency
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Problem Resolution
- Customer Relations
- Microsoft Excel
- Call center experience
- Computer Proficiency
- Data Entry
- Product Knowledge
- Conflict Resolution
- Documentation
- Team Development
- Complaint Handling
- Microsoft Outlook
- Data Collection
- Quality Control
- Follow-up skills
- Staff Training
- Complaint resolution
- Payment Processing
- Paperwork Processing
- Professional telephone demeanor
- Order Fulfillment
- Call Management
- Medical terminology knowledge
- Microsoft PowerPoint
- Product Sales
- Order Processing
- Call Center Operations
- Sales expertise
- Customer Education
- Delivery Scheduling
- Reading Comprehension
- Coordination
- Research
- Spreadsheets
- Proofreading
- Staff education and training
- Account updating
- Escalation management
- Service Upselling
- Quality Assurance Controls
- Warehousing functions
Timeline
Branch Product Service Representative
Wells Fargo
10.2022 - Current
Call Center Representative
Blue Cross And Blue Shield
10.2018 - 09.2022
Call Center Representative
Version Wireless
02.2017 - 09.2020
Packer
Target Distribution Center
05.2014 - 01.2017
Woolard Technology Center
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