Keannia Dearing

Lead Customer Service Representative

McDonald’s

04.2022 - Current

Managed a team of customer service representatives, consistently achieving performance targets and goals.
Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Engaged clients in person and over phone to answer questions and address complaints.
Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
Established positive relationships with clients through regular follow-ups and personalized service offerings.
Reviewed associate performance to identify training needs.
Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
Implemented new CRM software, improving response times and overall efficiency in handling customer requests.
Collaborated with cross-functional teams to ensure seamless communication and coordination for customer inquiries.
Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Delivered prompt service to prioritize customer needs.