Keith Clemmons
Edmond,OK
Summary
Accomplished Customer Service Representative at FedEx, adept in complaint resolution and customer education, enhanced customer satisfaction by efficiently addressing inquiries and issues. Leveraged leadership and critical thinking skills to foster strong customer relationships and streamline service processes. Demonstrated proficiency in data entry and conflict resolution, contributing to a significant increase in repeat business.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
FedEx
Edmond, Oklahoma
01.2024 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Took special orders in person and over telephone, generating additional revenue every month.
Driver Helper
UPS
Oklahoma City, US
10.2023 - 11.2023
- Loaded and unloaded cargo from vehicles.
- Ensured that all items were properly secured in the vehicle for transport.
- Provided assistance to drivers with loading and unloading packages and other materials.
- Maintained accurate records of deliveries, including times and destinations.
Ramp Agent
Airport Terminal Services
Oklahoma City, US
06.2022 - 11.2023
- Loaded and unloaded aircrafts with baggage, cargo, and mail safely and efficiently.
- Ensured proper weight balance on aircrafts by placing heavy items in the aft of the plane.
- Followed safety procedures such as using reflective gear while working on the ramp.
Package Handler
FedEx Ground
Joplin, US
08.2021 - 05.2022
Customer Service
Walmart
Muskogee, US
10.2018 - 08.2021
Education
Bachelor of Science - Psychology
Langston University
Langston, OK05-2024
Skills
- Leadership
- Customer service
- Cash register
- Merchandising
- Call Management
- Inbound and Outbound Calling
- Data Collection
- Data Entry
- Appointment Scheduling
- Account updating
- Complaint resolution
- Tracking complaints
- Support case resolution
- Warehousing functions
- Multi-line telephone operations
- Project management abilities
- Stock management
- Reading Comprehension
- Refund management
- Problem Resolution
- Critical Thinking
- Retail store support
- Order Processing
- Lead Generation
- Store maintenance
- System implementation
- Multi-Task Management
- Customer consulting
- Team Development
- Credit card payment processing
- Grammar
- Researching
- Member account management
- High-energy attitude
- Quality Control
- Microsoft Outlook
- Conflict Resolution
- In-store support
- De-Escalation Techniques
- Customer Education
- Calm Demeanor
- Shipping and receiving understanding
- Documentation
- Key holder experience
- Professional telephone demeanor
- Multi-line phone talent
- Shipping procedures understanding
- Hospitality and accommodation
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
FedEx
01.2024 - Current
Driver Helper
UPS
10.2023 - 11.2023
Ramp Agent
Airport Terminal Services
06.2022 - 11.2023
Package Handler
FedEx Ground
08.2021 - 05.2022
Customer Service
Walmart
10.2018 - 08.2021
Bachelor of Science - Psychology
Langston University