Ke'Ajha Guienze
Fresno,TX
Summary
Authorized to work in the US for any employer; My goal is to work my way through the ranks of a company that best fits me. While working through the ranks, I hope to work towards my dream of entering the entertainment industry and creating my own personal business. This is one of many reasons for working in the customer service industry, so that I can gain and polish my interpersonal skills to effectively communicate with people from all walks of life. Using my customer service skills, that I have gained from my previous work experiences, I hope to branch out into different industries picking up knowledge I can use to ascertain my goals.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Deckers Brands
Houston, TX
05.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided exceptional support by actively listening to customer concerns and offering tailored solutions.
- Documented interactions accurately in customer relationship management systems for seamless follow-up.
- Collaborated with team members to enhance service processes and improve overall customer satisfaction.
- Trained new hires on company policies, procedures, and best practices for customer interaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
TEK Systems Global Services
08.2023 - 05.2024
- Analyzed feedback trends to identify areas for service improvement and implemented corrective measures.
- Led initiatives to streamline workflows, resulting in increased efficiency and reduced resolution times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Service Representative
ALORICA
02.2022 - 05.2023
- Addressed customers courteously using suitable methods and problem-solving skills.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Provided account information to customers and explained bill service policies and customer rights.
- Updated and maintained database with accurate customer information and timely data entry.
- Read from scripts to promote uniformity and consistency in communications.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Assembly Line Worker
DAIKIN, TX
DAIKIN, TX
10.2021 - 01.2022
- Shoveled, swept and cleaned work areas.
- Rotated through all tasks required in particular production process.
- Finished products and prepared them for shipment.
- Worked with coworkers to complete tasks.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Dedicated job seeker with excellent communication, time management and computer skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals.
Cashier/Customer Service
H-E-B, CYPRESS, TX
CYPRESS, TX
12.2019 - 10.2021
- Completed multiple transactions with customers while greeting them and working in fast paced environment
- Friendly and upbeat attitude as I carefully bagged and carried out customer's items to their vehicles
- Using basic math skills I completed transactions and issued correct change
- Assisted customer with product inquiries
- Helped other departments with stocking shelves, cleaning floors, and tidying up when no customers in the queue
- I used critical thinking and problem solving skills to reboot cash registers when systems failed
- I have a great organization skills as I would help prepare the store for opening.
Customer Service Manager
OSH KOSH B'GOSH/ CARTER'S, TX
CARTER'S, TX
08.2017 - 12.2019
- Managed customer service staff by communicating expectations and monitoring and analyzing results.
- Maintained customer satisfaction by gathering actionable insights and offering solutions.
- Interacted with customers to quickly handle escalated queries and complaints.
- Prepared and maintained work schedules to meet business volume and minimize customer inconvenience.
- Followed up with customers to drive satisfaction and gain service feedback.
- Worked cross-functionally with sales staff to rectify customer service issues or address specific requests.
- Audited customer service procedures and trends, driving process improvements.
- Conducted quality, timely performance feedback and performance appraisals.
- Administered bookkeeping functions to generate invoices and handle accounts payable and receivable.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Assisted with mentoring new employees during and after training.
Cashier/Customer Service
WALMART, FRESNO, TX
FRESNO, TX
05.2018 - 05.2019
- Assisted customer with product and service inquiries
- Processed credit and debit cards and ensured that receipts are signed, and cards are returned
- Followed policies and procedures of workplace
- Maintained attendance and was flexible with scheduling
- Multitasked while working in a fast paced environment and adapted when needed
- Friendly attitude and care when dealing with customer concerns.
Customer Service Representative
TARGET, SUGAR LAND, TX
SUGAR LAND, TX
08.2016 - 08.2017
- I have great time management as I would complete refunds and exchanges accurately and efficiently during high volume traffic hours
- I was able to multitask finishing a return, taking a call, or sorting through returns/unwanted items to be placed back on sales floor or sent out to claims
- Critical thinking with assisting customers with inquiries or technical issues
- Product and service knowledge of items in store and other departments to assist in completing customer's concerns
- Collaborated with co workers to stock shelves or assist with customers
- Assisted customers with a warm and professional attitude
TACO BELL, COLLEGE STATION, TX
COLLEGE STATION, TX
10.2015 - 05.2016
- Customer focused tasks involving the operations of the business
- Correctly recording orders
- Multitasking and working with team to smoothly and accurately fulfill orders
- Ability to work in fast paced environment
- Maintaining restaurant facilities and making sure lobby was clean.
Education
Bachelor of Science - Kinesiology
PRAIRIE VIEW A & M UNIVERSITY
PRAIRIE VIEW, TX12.2020
undefined
KINESIOLOGY BLINN COLLEGE
COLLEGE STATION, TX01.2016
Skills
- Typing
- Powerpoint (10 years)
- Organizational Skills
- Sales
- Customer service (4 years)
- Ability to work independently
- Self-Motivation
- Strong Written communication skills
- Comfort learning and using digital tools
- Team Player
- Empathy
- Collaboration
- Microsoft office
- Active listening
- Timeliness
- Open-mindedness
- Quick Thinking
- Patience
- Data entry
- Critical thinking
- Problem resolution
- Computer proficiency
- Call center operations
- Follow-up skills
- Microsoft outlook
- Documentation
- Data collection
- Technical support
- Customer education
- Product sales
Timeline
Customer Service Representative
Deckers Brands
05.2024 - Current
Customer Service Representative
TEK Systems Global Services
08.2023 - 05.2024
Customer Service Representative
ALORICA
02.2022 - 05.2023
Assembly Line Worker
DAIKIN, TX
10.2021 - 01.2022
Cashier/Customer Service
H-E-B, CYPRESS, TX
12.2019 - 10.2021
Cashier/Customer Service
WALMART, FRESNO, TX
05.2018 - 05.2019
Customer Service Manager
OSH KOSH B'GOSH/ CARTER'S, TX
08.2017 - 12.2019
Customer Service Representative
TARGET, SUGAR LAND, TX
08.2016 - 08.2017
TACO BELL, COLLEGE STATION, TX
10.2015 - 05.2016
Bachelor of Science - Kinesiology
PRAIRIE VIEW A & M UNIVERSITY
undefined
KINESIOLOGY BLINN COLLEGE