Kecia Robinson
Chicago,IL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Peoples Gas
09.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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.
City Letter Carrier
United State Postal Service
12.2022 - 09.2023
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Distributed mail on foot to residences and businesses per shift
- Distributed mail on foot to residences and businesses, delivering to approximately 100 customers per shift.
- Distributed mail on foot to residences and businesses, delivering to approximately 100 customers per shift.
- Improved customer satisfaction by delivering mail accurately and efficiently to city residents.
- Enhanced operational efficiency by sorting and organizing mail for delivery in a timely manner.
- Ensured timely delivery of packages and parcels by adhering to established routes and schedules.
- Maintained vehicle safety and cleanliness, contributing to a professional image for the postal service.
Customer Service Rep. III
University of Chicago
12.2015 - 02.2023
- Medicine
- To take inbound calls for hospital
- To page patients doctor in emergency
- To send out cold code and supervise shift of about 7 employees.
- Worked effectively in fast-paced environments
- Cultivated interpersonal skills by building positive relationships with others
Customer Service Rep
Blue Cross Blue Shield
07.2014 - 09.2015
- To take inbound calls for insurance company
- To help customer understand insurance coverage and help customer understand claims and bills.
- Answered customer telephone calls promptly to avoid on-hold wait times
- Investigated and resolved customer inquiries and complaints quickly
- Followed up with customers about resolved issues to maintain high standards of customer service
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service
LAZ Parking
03.2010 - 07.2014
- Dispatcher, Laz Parking
- To take inbound calls for Chicago Parking Meter
- To help customer finish transaction for payment and to dispatch employees to broken meter to fix
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Processed customer service orders promptly to increase customer satisfaction.
- Managed timely and effective replacement of damaged or missing products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Completed bi-weekly payroll for 15 employees.
Education
High School Diploma -
Chicago Vocational High School
Chicago 06.1998
Skills
- High-quality customer service
- Customer service skills
- Customer service management
- Excellent customer service
- Call center customer service
- Data Entry
- Appointment Scheduling
- Complaint Resolution
Timeline
Customer Service Representative
Peoples Gas
09.2023 - Current
City Letter Carrier
United State Postal Service
12.2022 - 09.2023
Customer Service Rep. III
University of Chicago
12.2015 - 02.2023
Customer Service Rep
Blue Cross Blue Shield
07.2014 - 09.2015
Customer Service
LAZ Parking
03.2010 - 07.2014
High School Diploma -
Chicago Vocational High School