Kelli Heist
Clearwater,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Universal Contact Center Specialist
BayFirst National Bank
03.2023 - Current
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Investigated and resolved customer inquiries and complaints quickly.
Team Lead Trainer
Trulieve
04.2020 - 02.2023
- Set positive example for team members by providing high-quality, efficient service.
- Liaised with other departments to coordinate training activities and resolve any issues or concerns.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Developed job-specific competencies and performance standards.
Senior Customer Service Agent
Delta Air Lines
07.1996 - 03.2020
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
Education
Bachelor of Arts - Marketing
Florida State University
Tallahassee, FL05.1996
Skills
- Time Management
- Adaptability
- Active Listening
- Decision Making
Timeline
Universal Contact Center Specialist
BayFirst National Bank
03.2023 - Current
Team Lead Trainer
Trulieve
04.2020 - 02.2023
Senior Customer Service Agent
Delta Air Lines
07.1996 - 03.2020
Bachelor of Arts - Marketing
Florida State University
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