Kelci McDaniel
Salisbury,NC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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
10
10
years of professional experience
Work History
Specialty Cases
Kiersten Gillespie
02.2024 - Current
- Utilized QuickBooks to process over thousands of orders, estimates, invoices, payment links, as well as updating customer information.
- Handled over thousands customer inquiries and suggestions courteously and professionally.
- Managed approximately 50 incoming calls, emails and faxes per day from customers.
- Managed customer relations on ongoing basis to maximize customer retention.
- Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Reduced call center wait times by efficiently managing incoming requests and delegating tasks effectively.
- Increased customer loyalty through the development of personalized relationships with clients.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Banking Specialist
USAA
10.2023 - 02.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
- Maintained excellent client relations, resulting in increased referrals and repeat business.
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed risk effectively by conducting thorough credit assessments and adhering to established lending guidelines.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Reduced processing errors by implementing strict quality control measures in daily operations.
- Increased company revenue 30% by selling various investment products.
Assembly Line Worker
DuPont
08.2022 - 05.2023
- Collaborated with team members to maximize productivity and ensure seamless workflow on assembly line.
- Met daily production quotas by working effectively within fast-paced assembly line environment.
- Stocked and replenished parts used on assembly line to maintain consistent supply and inventory.
- Contributed to positive work atmosphere, fostering strong relationships with colleagues while maintaining professionalism and focus on tasks at hand.
- Used established assembly instructions to complete jobs quickly, accurately, and with zero errors.
- Operated various tools, machinery, and equipment to complete assembly tasks efficiently and accurately.
- Performed visual and functional inspection of components to determine quality and identify defects.
- Followed protocols to enhance protection and maintain safe work environment.
- Reduced product defects by maintaining clean work environment and adhering to strict quality control standards.
- Demonstrated adaptability in learning new assembly processes quickly as required for evolving project specifications.
- Assembled components with minimal supervision, exceeding expected project milestones.
- Boxed, labeled, and transported items to support assembly operations.
- Assisted quality assurance by inspecting items and removing defective parts.
- Trained and mentored new employees to apply best practices on assembly line operations and comply with procedures and regulations.
- Use of power tools, as well as accuracy and safety techniques to ensure quality product.
Amazon Process Assistant L3
Amazon.com
01.2019 - 08.2022
- In charge of managing over 100 pick associates, controlling flow and work in progress levels, Apollo audits, coaching associates on rates and production, labor tracking and ensuring minimum time off task for AA's, clearing SLA for CPT's, efficiently providing shift bridges on Microsoft Word, and providing support between associates and upper management.
- Mentored junior staff members on proper process execution techniques, helping them develop valuable skills that translated into career growth opportunities.
- Assisted supervisors in workforce planning and resource allocation to ensure optimal staffing levels during peak periods.
- Ensured compliance with safety regulations by conducting thorough audits and addressing potential hazards promptly.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Conducted root cause analysis for recurring issues, leading to targeted corrective actions that effectively resolved problems.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Enhanced team productivity by conducting regular training sessions on the latest industry best practices.
- Maintained knowledge of industry techniques, methods, and equipment to create competitive advantage leading to business growth.
- Assisted in the development of key performance metrics to track progress against departmental goals, enabling data-driven decision making.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Implemented a robust quality control system, resulting in reduced defects and increased customer satisfaction.
- Reduced downtime for equipment maintenance through proactive scheduling and coordination with technicians.
- Conducted training and change management processes to improve operations.
Operator
Rockwell
06.2017 - 09.2018
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Maintained safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Assisted in training new operators, sharing knowledge of best practices and promoting culture of teamwork amongst peers.
- Provided on-the-job training to newly hired workers and team members.
- Maintained knowledge of industry policies and procedures to set up and operate equipment safely.
- Performed inspections and routine maintenance on equipment.
- Collaborated with team members to ensure seamless coordination of tasks and efficient completion of projects.
- Performed quality checks to identify finish discrepancies.
- Reduced equipment downtime by troubleshooting issues and performing timely repairs.
- Operated technical and mechanical equipment and adjusted machine settings according to work cycles.
- Increased overall product quality through meticulous attention to detail during operation processes.
- Consistently met or exceeded performance targets while maintaining strict adherence to health, safety, and environmental regulations.
- Conducted inspection of in-process or finished product.
- Assisted with equipment startups and machine installation tasks.
- Set up machines to start production cycles and controlled machine settings.
- Upheld quality standards through regular inspections of completed products, addressing any inconsistencies immediately.
- Performed quality assurance tasks to promote accuracy and minimize mistakes.
Shift Manager
McDonalds
02.2014 - 06.2017
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Excelled in every store position and regularly backed up front-line staff.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering cohesive workplace culture.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Exercised composure under pressure and in escalated customer service scenarios.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Handled emergency situations with calm demeanor, ensuring safety of both customers and employees during critical incidents.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Tracked receipts, employee hours, and inventory movements.
- Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
- Managed employee schedules to ensure adequate coverage during peak hours, resulting in smoother workflow.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
Education
High school diploma -
Cabarrus Community College
Salisbury, NC01.2012
Skills
- Customer Service
- QuickBooks Pro
- Quick target acquisition
- Time Management
- Decision-Making
- Relationship Building
- Staff Training and Development
- Goal Setting and Achievement
- Rapport and relationship building
- Business development and planning
- Operations Management
- Appointment Scheduling
- Customer Complaint Resolution
- Analytical problem solver
- Inventory Management
- Document Management
- Data Confidentiality
- Operating Procedures and Policies
- Employee Retention
- Customer Order Management
- Data Analytics
- Business Analytics
- Customer Billing
- Performance Evaluations
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Professional telephone demeanor
- Client Relations
- Payment Processing
- Microsoft Outlook
- Call Center Operations
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Order Processing
- Team Development
- De-Escalation Techniques
- Building rapport
- Technical Support
- Quality Control
- Filing
Timeline
Specialty Cases
Kiersten Gillespie
02.2024 - Current
Banking Specialist
USAA
10.2023 - 02.2024
Assembly Line Worker
DuPont
08.2022 - 05.2023
Amazon Process Assistant L3
Amazon.com
01.2019 - 08.2022
Operator
Rockwell
06.2017 - 09.2018
Shift Manager
McDonalds
02.2014 - 06.2017
High school diploma -
Cabarrus Community College
Similar Profiles
Holland KierstenHolland Kiersten
House Cleaner at Klean by KierstenHouse Cleaner at Klean by Kiersten
Mariah ThompsonMariah Thompson
Nanny at Kiersten CraneyNanny at Kiersten Craney
Joseph MullerJoseph Muller
Laborer Operator at Gillespie ContractingLaborer Operator at Gillespie Contracting