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
Clearwater, FL
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
Clearwater, FL
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
Tampa, Fl
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