Kecia Parran
Laurence Harbor,NJ
Summary
Proven leader with a track record of building strong customer relationships, And ensuring customer satisfaction. Skilled in delivering An exceptional customer experience. With An excellent work ethic And the ability to effectively hAndle pressure without compromising the quality of service, Seeking to partner with a company that utilizes my interpersonal, time management, and problem-solving skills, while meeting the company's goals and objectives. an excellent communicator, an analytically active listener, and adept at collaborating with cross-functional teams to meet/exceed revenue targets and foster long-term client loyalty.
Overview
20
20
years of professional experience
Work History
Customer Media Specialist
Premiere Response
2022.01 - 2022.12
- Maintained the company's social media presence by posting messages, answering posts, and monitoring responses.
- Identifying potential partners for promotional activities.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues using Salesforce.
- Processed and recorded all client queries into Salesforce (at times over 50 requests per day).
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
Senior Admissions Recruiter
Medtech College
2011.10 - 2014.07
- Facilitated the full life cycle for the student, from admissions, onboarding, retention, and course completion, ensuring better rapport.
- Acted as an advocate for the student when resolving issues with internal departments, which aided in customer retention
- Acted as a trusted advisor by delivering supportive and knowledgeable counseling to students with academic or personal concerns, which cultivated long-term relationships.
Franchise Owner
Curves for Women
2002.09 - 2011.08
- Foster proactive engagement and empathetic communication to build strong client relationships.
- Established and maintained client profiles, leveraging client churn and satisfaction data to inform future initiatives and customer retention.
- Established training and peer mentoring programs for incoming new hires, reducing onboarding time by 80%.
- Facilitated team meetings and training sessions to stay informed of industry trends and changes.
- Established strong relationships with local businesses to foster community support and drive foot traffic to the franchise location.
- Ran business effectively to consistently achieve at least 80% of the goal each year.
- Spearheaded local initiatives on behalf of the franchise brand, enhancing public perception and goodwill within the community.
- Oversaw payroll, recruiting, team building, and training to establish rapport and nurture team member cohesiveness,
- Awarded by the corporate office to have achieved and maintained a 85% or above client satisfaction score by delivering excellent customer service for 7 consecutive years.
- Solve client issues amicably and in compliance with company directives.
Education
Bachelor of Science - Computer And Information Sciences
Kean University
Union, NJ06.1992
High School Diploma -
East Orange Campus High School
East Orange, NJ06.1988
Skills
- Customer Oriented
- Time Management
- Relationship Building
- Multitask Management
- Salesforce fluent
- Slack fluent
- Microsoft Office Ste
- Zendesk proficient
Accomplishments
- Supervised a team of 5 staff members.
- Guided and coached a team to develop a client base of 1800 members.
- Received awards from Corporate for 7 consecutive years for maintaining 85% customer retention.
- Documented and implemented a more thorough onboarding training which led to reduced false escalations and system errors, which in turn increased customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Media Specialist
Premiere Response
2022.01 - 2022.12
Senior Admissions Recruiter
Medtech College
2011.10 - 2014.07
Franchise Owner
Curves for Women
2002.09 - 2011.08
Bachelor of Science - Computer And Information Sciences
Kean University
High School Diploma -
East Orange Campus High School
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