Kelli Miles
Manor,TX
Summary
Dedicated customer service professional with extensive experience in the customer service industry. Solid team player with an outgoing and positive demeanor. Proven skills in establishing rapport with clients and maintaining customer satisfaction. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented approach to developing relationships, cultivating partnerships, and growing businesses. Committed to providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and exploring different solutions to effectively address customer needs.
Overview
7
7
years of professional experience
Work History
Business Integrity Agent
Accenture Flex
11.2022 - 02.2023
- Provide quality risk review service and consistently meet SLA targets while always focusing on resolving cases efficiently and utilizing time productively
- Identify and help minimize the risk posed by fraud patterns and trends
- Communicate relevant information on a timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when required
- Requires professional interaction and communication, both within the Accenture organization and with client contacts
- Informed clients of policies and procedures.
- Developed and maintained editorial standards for content.
- Drove accuracy of content through careful proofreading and fact-checking.
- Researched topics to create accurate and engaging content.
Security Officer
Allied Universal
12.2021 - 02.2022
- Guarded restricted areas to prevent unauthorized entry
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations
- Secured personnel and premises by inspecting buildings and patrolling property
- Checked footage and live feeds from surveillance cameras for trespassers and criminal activity
- Enforced security regulations and escorted non-compliant individuals to private areas for processing
- Documented security-related situations and submitted in-depth reports to superiors
- Monitored premises and recorded activity in daily officer reports
- Warned persons of rule infractions or violations and evicted violators from premises
- Verified photo IDs and tickets to allow guests passage
- Supervised property entrances and exits and monitored employee safety
- Wrote detailed reports regarding daily security activities and notable incidents
- Managed employee access, security roles and permissions
Customer Service Representative
ETS
11.2019 - 03.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Adhered to call average handle and wrap up times which included notating the account properly using the CRM database
- Resolved any customer issues, questions, or concerns about the test
- Communicating with customers via email.
Customer Service Representative
Maximus Call Center
03.2019 - 11.2019
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with minimal wait times
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Recommended products to customers, thoroughly explaining details
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Assisted customers with starting, and renewing their healthcare benefits with Texas Health And Human Services.
Infotainment Customer Support
Alorica
08.2018 - 03.2019
- Explained complex technology-related issues in understandable terms to customers
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Worked with software development team on reported errors and bugs on newly released software and assistedin deployment of release fixes
- Carried out day-day-day duties accurately and efficiently
- Assisted General Motors Customers with connecting their phones to Bluetooth in their car along with connecting their music to their infotainment systems.
Material Coordinator
Applied Materials
08.2017 - 02.2019
- Manages receiving operations and proper storage of incoming materials.
- Completed daily cycle counts and full inventory audits.
- Trained, motivated, and instructed team of 3 coworkers staging and preparing items for deliveries.
- Worked well in team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Sorted materials for scanning to meet production goals.
- Organized and stacked various materials.
- Used hand-held scanners and physical logs to accurately track item movements within the warehouse.
- Transported inventory items to appropriate locations.
- Packed items into appropriate containers for shipment.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Assembled pallets and crates for secure transportation of materials.
- Maintained clean, orderly work environment free of hazards.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Assisted in receiving, stocking and distribution of merchandise.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Drove forklifts, pallet jacks and other equipment to move materials.
Cashier
HEB Grocery Store
08.2015 - 08.2017
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers when entering the store and responded promptly to customer needs.
- Organized merchandise in front lanes.
- Operated cash register for cash, checks, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Processed refunds and exchanges in accordance with company policy.
- Handled cash with high accuracy and took care to check bills for fraud.
- Learned duties for various positions and provided backup at key times.
Education
Communications & Broadcasting -
Concordia University
Austin, TX06.2015
Communications - undefined
Temple College
Temple, TX06.2014
High school or equivalent - undefined
LBJ High School
Austin, TX06.2013
Skills
- Complaint resolution
- Report preparation
- Inbound and Outbound Calling
- Technical Support
- Good listening skills
- Warehousing functions
- Account management
- Key holder experience
- Money handling abilities
- CRM Professional
- Telephone demeanor
- Shipping procedures understanding
- Creative problem solving
- Multi-line phone talent
- Flexible Schedule
- Customer service abilities
- Clear Communication
- Problem-solving skills
- Conflict Resolution
- Internet savvy
- Information documentation
Timeline
Business Integrity Agent
Accenture Flex
11.2022 - 02.2023
Security Officer
Allied Universal
12.2021 - 02.2022
Customer Service Representative
ETS
11.2019 - 03.2020
Customer Service Representative
Maximus Call Center
03.2019 - 11.2019
Infotainment Customer Support
Alorica
08.2018 - 03.2019
Material Coordinator
Applied Materials
08.2017 - 02.2019
Cashier
HEB Grocery Store
08.2015 - 08.2017
Communications & Broadcasting -
Concordia University
Communications - undefined
Temple College
High school or equivalent - undefined
LBJ High School
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