Keara Joyner
Walgreens
Lawrenceville,GA
11
years of professional experience
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Work History
Customer Service Representative
6 Years 2 Months- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Answered inbound calls, chats and emails to facilitate customer service
- Asked probing questions to determine service needs and accurately input information into electronic systems
Quality Assurance Specialist
3 Years 3 Months- Analyzed business performance data and forecasted business results for upper management
- Resolved customer inquiries and complaints requiring management-level escalation
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement
Executive Resolution Specialist
2 Years 5 Months- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Arranged special accommodations for guests to enhance visitor experiences
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
Customer Service Lead
2 Years 2 Months- Coached, monitored and motivated new agents to boost performance and enhance job knowledge
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Oversaw daily workloads and workflow for smooth operations
Education
High School Diploma
Skills
Efficient and Detail-Oriented
Creative Problem Solving
Calm and Professional Under Pressure
Inbound and Outbound Calling
Quality Control
Multitasking and Prioritization
Excellent time management abilities
Excellent in high volume call center
Verbal and Written Communication
40 wpm typing speed
Timeline
Customer Service Representative
Walgreens
06.2020 - CurrentRead More
Quality Assurance Specialist
Cirrus Solutions
01.2019 - 04.2022Read More
Executive Resolution Specialist
Carnival Cruise Lines
01.2018 - 06.2020Read More
Customer Service Lead
Direct TV
01.2016 - 03.2018Read More
Keystone national high school
High School Diploma
Read More