Keiara Watkins
Hinesville,Georgia
Summary
A highly motivated candidate with proven ability to exceed customer expectations and resolve customer issues in a timely and effective manner. Skilled in using a variety of customer service platforms and software to ensure customer satisfaction. Compassionate, hard-working professional with experience in providing comprehensive support to clients and colleagues with a proven track record of providing quality services. Reliable, upbeat, and energetic handling difficult situations through resourcefulness and adaptability. Guaranteed asset to the Account Management team.
Overview
7
7
years of professional experience
Work History
SENIOR CLIENT SERVICES ASSISTANT
Lincoln Financial Group
01.2022 - Current
- Interacted with accounting department to resolve client billing inquiries.
- Responded to complaints and resolved issues while providing high-quality customer service.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Provided exceptional support during high-pressure situations, demonstrating professionalism and empathy at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Investigated numerous incident reports, asking detailed questions to identify root causes of issues.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls and emails, improving efficiency and reducing hold times for customers.
APPLE SUPPORT ADVISOR
Kelly Connect, Inc.
06.2021 - 02.2022
- Performed research to attain in-depth knowledge of supported products and services
- Delivered first-level contact and problem resolution for users with hardware, software and applications problems
- Handled difficult situations and customers to achieve successful outcomes
- Managed multiple priorities, following through on projects to completion
- Solved problems on Windows, Mac and user applications utilizing product specifications
- Completed accurate and timely logging of problems and resolutions in issue management database
- Provided level-1 and level-2 remote support for desktops, printers and other computer-related devices.
CORRECTIONAL OFFICER
Riverbend Correctional Facility
05.2017 - 07.2019
- Inspected conditions of locks, window bars and doors to verify security and help prevent escapes
- Made periodic patrols of quarters and work areas and initiated counts of inmates at regular and irregular intervals
- Communicated with other staff and main control to inform about inmate behaviors
- Searched cells or living quarters for contraband and unapproved items
- Monitored inmate behavior to prevent crime, escape attempts and other dangerous activities.
Education
BACHELOR OF ARTS (B.A.) IN PROJECT MANAGEMENT -
University of Arizona Global Campus
05.2026
ASSOCIATE IN ARTS (A.A.) IN BEHAVIOR ANALYSIS -
Savannah State University
Savannah, GA05.2022
HIGH SCHOOL DIPLOMA -
Baldwin High School
Milledgeville, GEORGIA05.2015
Skills
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Understanding Customer Needs
- Customer Retention Strategies
- Account Management
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Excellent Attention to Detail
- Analytical thinking
- Client relationship building
- Team collaboration
- Excellent communication
- Quality assurance
- Adaptability and flexibility
- Resourcefulness
- Conflict resolution
- Time management
- Complaint Handling
- File Management
- Multitasking Abilities
- Reliability
Timeline
SENIOR CLIENT SERVICES ASSISTANT
Lincoln Financial Group
01.2022 - Current
APPLE SUPPORT ADVISOR
Kelly Connect, Inc.
06.2021 - 02.2022
CORRECTIONAL OFFICER
Riverbend Correctional Facility
05.2017 - 07.2019
BACHELOR OF ARTS (B.A.) IN PROJECT MANAGEMENT -
University of Arizona Global Campus
ASSOCIATE IN ARTS (A.A.) IN BEHAVIOR ANALYSIS -
Savannah State University
HIGH SCHOOL DIPLOMA -
Baldwin High School
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