Ke'Ajah Green
Temple,TX
Summary
Diplomatic Customer Service Agent with strong communication and problem-solving skills, known for resolving customer issues and maximizing satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in building positive relationships and strengthening loyalty. Eager to provide effective solutions for customers and employers. I am now looking for a new job opportunity that is home based along with other benefits. I am a fast learner and have experience in customer service and call experience as a collections/payment processing agent as well and willing to put in the work if offered the chance.
Overview
3
3
years of professional experience
Work History
Call Center Agent
Interlogix
Copperas Cove, TX
05.2024 - 10.2024
- Greeted customers in a professional and courteous manner.
- Resolved customer service inquiries promptly and efficiently.
- Provided accurate information on products and services to customers.
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Processed orders accurately and timely.
- Maintained up-to-date knowledge of company's products, services and promotions.
- Identified customer needs by asking probing questions and actively listening to responses.
- Followed up with customers regarding their satisfaction with product or service received.
- Evaluated customer feedback to identify areas for improvement in the call center operations.
- Managed customer accounts, including updating account information as needed.
- Ensured compliance with all applicable laws, regulations, policies and procedures related to customer service activities.
- Maintained detailed records of customer interactions using contact management software.
- Reported any technical problems encountered while taking calls to the IT department.
- Monitored incoming calls to ensure they were routed correctly according to established protocols.
- Participated in training sessions to stay abreast of new products, services, policies and procedures.
- Analyzed data trends in order to make recommendations for process improvements.
- Developed strong relationships with customers through effective communication skills.
- Managed high-volume of inbound and outbound customer calls.
- Utilized problem solving techniques when dealing with difficult or irate customers.
- Adjusted communication style based on individual customer needs.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Processed customer account changes with proprietary software.
- Audited customer account information to identify issues and develop solutions.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented customer inquiries and feedback and entered service delivery suggestions in company database.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Assisted callers per week in fast-paced environment.
- Corrected issues by giving agents targeted and highly constructive feedback.
- Resolved common and complex issues by determining need of customer and immediately offering favorable solutions, increasing customer satisfaction scores.
- Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.
- Leveraged reference tools and conducted trainings to improve customer service.
- Met and communicated with vendors to monitor product shipments, prices and backorders.
- Navigated through computer systems to review information and respond appropriately to callers.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
Crew Member
McDonald's
Temple, TX
03.2022 - 05.2024
- Educated customers on menu items, product ingredients and nutritional values.
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Restocked kitchen supplies including food products and utensils.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
- Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
- Assisted in the preparation of food items such as sandwiches, salads and pizzas.
- Greeted customers upon arrival, provided menus and answered questions regarding menu items.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
- Adhered to health department regulations regarding food handling procedures.
- Organized dining room tables with condiments, napkins and other necessities prior to seating guests.
- Kept up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Processed takeout orders quickly to ensure timely delivery of meals.
- Served food quickly for positive guest experiences.
- Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
- Took orders from patrons and input selections into store computer system.
- Upheld high standards of productivity and quality in operations.
- Stocked shelves and cases with new or transferred items.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Served food and beverages at take-out counters to provide fast service to waiting guests.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Restocked napkins, condiments and utensils at self-service areas during slow periods.
- Assembled and served meals according to specific guest requirements.
Education
High School Diploma -
TEMPLE HIGH SCHOOL
415 N 31ST ST, TEMPLE, TX 7650406-2024
Skills
- Call Center Operations
- Customer communications
- Call quality
- Quality assurance optimization
- Training and mentoring
- Appointment Setting
- Technical Support
- Inbound call reception
- Answering questions
- Payment Processing
- Call handling
- Account Maintenance
- Resolving issues
- Call control skills
- Goal orientation
- Data Entry
- Quality Control
- Gathering information
- Problem-solving skills
- System Documentation
- CallSelect communication systems
- Interpersonal Skills
- Script adherence
Affiliations
- hiking
- outdoor activities
Personal Reference
personal employer I assisted with booking loads for personal load trucking business since September 2024 Phone Number:2548005442 Name: Keyonia Riggins
Timeline
Call Center Agent
Interlogix
05.2024 - 10.2024
Crew Member
McDonald's
03.2022 - 05.2024
High School Diploma -
TEMPLE HIGH SCHOOL
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