Kecia Ricketts
Lawton,OK
Summary
Dynamic Customer Service Representative with extensive experience at AT&T Mobility, excelling in conflict resolution and active listening. Proven track record of enhancing customer satisfaction through effective problem resolution and product knowledge. Recognized for transforming customer complaints into positive testimonials, fostering loyalty and repeat business. Proficient in call center operations and data entry.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
AT&T Mobility
01.2005 - 08.2025
- Assisted customers in resolving inquiries and issues through effective communication.
- Learned and utilized customer service software to manage support tickets efficiently.
- Provided product information and guidance to enhance customer satisfaction.
- Handled routine customer interactions, ensuring a positive experience for all clients.
- Adapted quickly to new policies and procedures to maintain service quality standards.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma - General Studies
Duncan Sr. High
Duncan, OKFayetteville Technical Community College
Fayetteville, North Carolina, NCSkills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Payment processing
Professional telephone demeanor
Call center operations
Microsoft outlook
Product knowledge
Paperwork processing
De-escalation techniques
Clerical support
Live chat support
Coordination
Assertiveness
Reading comprehension
Credit adjustments
Timeline
Customer Service Representative
AT&T Mobility
01.2005 - 08.2025
High School Diploma - General Studies
Duncan Sr. High
Fayetteville Technical Community College