KELLI KENDRICK
Augusta,GA
Summary
Motivated, self starter with 8+ years of experience and a proven knowledge of confidential correspondence, customer service, and administrative duties. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
5
5
years of professional experience
Work History
Advanced Support II
ADT Security
11.2021 - Current
- Utilize customer service skills and technical abilities to engage customers and resolve issues
- Continued education to remain updated in technical changes and new procedures
- Maintained informational data records of each troubleshooting handle requests
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Handled more than 50 calls per day to address customer inquiries and concerns
- Increased customer satisfaction by resolving issues.
- Proved successful working within tight deadlines and fast-paced atmosphere
Client Services
Maximus/Startek
Augusta, GA
04.2021 - 08.2021
- Supplied information for Covid -19 vaccine
- Provide locations and information
- Medical terminology training
- Received HIPAA training for PII
- Answered multi line phone system and transferred accordingly
- Performed duties and provided service in accordance with established operating procedures and company policies
Technical Support
Transcom
Augusta, GA
10.2020 - 04.2021
- Provide daily support to users of smart phone operating systems
- Resolved wide range of smart phone related technological and connectivity issues
- Analyze information for appropriate options for issue resolution
- Provide solutions to return systems to proper operation as quickly as possible
- Communicate clearly and effectively to ensure customers satisfaction
- 100% on each weekly evaluation
- Provide step by step guidance toward issue resolution
- Install and support hardware, software, and other equipment to meet client requirements
- Routinely see operational performance and install security patches and updates
- Maintain detailed records of daily interactions with customers
- Log installation activities, reported issues, and completed solutions
- Increase personal technical knowledge with scheduled trainings
Enrollment Advisor
Blackboard
Augusta, GA
07.2020 - 10.2020
- Provide presentations of product offerings for interested parties
- Successfully enrolled over 200 students
- Follow up with all prospective student families
- Encourage interested parties to enroll by presenting benefits of program
- Supply administrative aid from application to acceptance
- Actively listen, engage, and supply needs analysis to determine student needs
- Keep wealth of knowledge based on products and services offered and up to date on in availability and start dates
- Contact families to inform about compliance documents.
- Communicated details about available classes, materials and services
Technical Support
Tax Slayer
AUGUSTA, GA
12.2019 - 06.2020
- Troubleshoot network or connectivity problems for users or user groups
- Document help desk requests and resolutions
- Correspond with customers in writing through email and messaging systems
- Train users in procedures related to network applications software or related systems
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Resolved 50-70 issues daily by correspondence and telephone
- Complete contract forms prepare change of address records, or issue service discontinuance orders, using computers
- Check to ensure that changes were made to resolve customer problems.
Customer Service and Sales
T-Mobile
AUGUSTA, GA
01.2013 - 03.2014
- Answer customers' questions about products, prices, availability, product uses, and credit terms
- Train customers to operate and maintain new equipment
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Complete contract forms prepare change of address records, or issue service discontinuance orders, using computers
- Solicit sales of new or additional services or products.
Tele-Data Representative
ADP
AUGUSTA, GA
08.2009 - 01.2011
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Completed 60 - 70 payrolls per day
- Read source documents such as canceled checks, sales reports, or bills, and enter data in specific data fields or onto tapes or disks for subsequent entry, using keyboards or scanners
- Compile, sort and verify accuracy of data before it is entered
- Compare data with source documents, or re-enter data in verification format to detect errors
- Maintain logs of activities and completed work.
Education
Working Towards Bachelor of Arts (B.A) - English
Paine College
05.2023
Skills
- Proficient in
- Microsoft Office
- 8 Years of successful customer service experience
- Planning and processing payroll including necessary reports
- Account maintenance and trouble shooting
- Sales staff support
- Microsoft Windows and Office
- Issue and Resolution Tracking
- Knowledge Base
- Quality Standards
Timeline
Advanced Support II
ADT Security
11.2021 - Current
Client Services
Maximus/Startek
04.2021 - 08.2021
Technical Support
Transcom
10.2020 - 04.2021
Enrollment Advisor
Blackboard
07.2020 - 10.2020
Technical Support
Tax Slayer
12.2019 - 06.2020
Customer Service and Sales
T-Mobile
01.2013 - 03.2014
Tele-Data Representative
ADP
08.2009 - 01.2011
Working Towards Bachelor of Arts (B.A) - English
Paine College
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