Kelcie Robertson
Thomson,GA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
ADP
Augusta, GA
12.2020 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained a high level of professionalism when dealing with difficult customers.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
Urban Oufitters
Augusta, GA
08.2020 - 11.2020
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Utilized various software and tools to streamline processes and optimize performance.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
Customer Service Representative
TaxSlayer
Augusta, GA
12.2019 - 03.2020
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Surpassed sales goals through implementation of successful marketing strategies.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Utilized various software and tools to streamline processes and optimize performance.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Associate of Science -
Chattahoochee Valley Community College
Phenix City, AL05-2018
Skills
- Scheduling
- Complaint resolution
- Account updating
- Email management
- Active listening
- Technical troubleshooting
- Call center procedures
- Follow-up skills
- Customer satisfaction measurement
- De-escalation techniques
- Multitasking and organization
- Microsoft outlook
- Critical thinking
- Live chat support
- Microsoft Excel
- Empathy and patience
- Inbound and outbound calling
- Research
- Opening and closing accounts
Timeline
Customer Service Representative
ADP
12.2020 - Current
Customer Service Representative
Urban Oufitters
08.2020 - 11.2020
Customer Service Representative
TaxSlayer
12.2019 - 03.2020
Associate of Science -
Chattahoochee Valley Community College