Summary
Overview
Work History
Education
Skills
Personal Information
Accomplishments
References
Timeline
Generic

Kelli Stephenson

Big Rock,VA

Summary

Talented individual promoting excellent service, employee development and interpersonal skills coupled with more than 2 years of experience in management and over 8 years of experience in customer service. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

13
13
years of professional experience

Work History

Premier Service Consultant

AT&T
Big Rock, VA
01.2022 - Current
  • Provide efficient and responsive chat support for AT&T customers, addressing inquiries, troubleshooting issues, and assisting with account-related queries
  • Handle cases in real-time, ensuring timely resolution of customer concerns and maintaining high customer satisfaction levels
  • Collaborate with cross-functional teams to resolve complex technical issues and escalations effectively
  • Maintain a comprehensive understanding of AT&T's mobility products and services to provide accurate and informative assistance to customers
  • Utilize AT&T's internal systems and tools to access customer information, track cases, and document interactions
  • Stay up-to-date with industry trends and AT&T's product updates to offer informed recommendations to customers
  • Meet and exceed performance metrics, such as response time, resolution rate, and customer feedback ratings
  • Demonstrated proficiency in multitasking and handling a high volume of cases simultaneously
  • Adapted quickly to changes in technology and company processes, enhancing efficiency and productivity
  • Strong communication skills, both written and verbal, for clear and effective customer interactions
  • Proven ability to work well in a team environment and collaborate with colleagues to solve customer issues.

Personal Shopper

Walmart
Pikeville, KY
08.2020 - 01.2022
  • Act as a dedicated Online Personal Shopper, assisting customers in selecting and purchasing products through Walmart's online platform
  • Provide personalized shopping experiences by understanding and fulfilling customers' specific product preferences and requirements
  • Accurately and efficiently pick items from the store's inventory based on customer orders, ensuring the selection meets quality standards
  • Organize and prepare orders for delivery or pickup, following Walmart's packaging guidelines and safety procedures
  • Collaborate with the online order fulfillment team to maintain inventory accuracy and ensure products are readily available for online orders
  • Safely operate equipment such as handheld devices, carts, and scanners to manage and track orders
  • Uphold high customer service standards by addressing inquiries, resolving issues, and ensuring customer satisfaction throughout the shopping process
  • Adhere to Walmart's policies and procedures, including health and safety guidelines, to create a safe and positive working environment
  • Meet productivity and accuracy targets to contribute to the efficient functioning of Walmart's online shopping services.

Customer Service Representative

CVS Caremark
Knoxville, TN
06.2019 - 07.2020
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Addressed and resolved customer product complaints empathetically and professionally
  • Placed orders for new prescriptions
  • Sent requests to doctor for prior authorizations
  • Worked closely with both mail order and retail pharmacy to make sure members received prescriptions efficiently
  • Gathered and verified all required customer information
  • Maintained customer privacy following HIPAA guidelines
  • Defused volatile customer situations calmly and courteously
  • Accurately documented, researched and resolved customer service issues
  • Met or exceeded service and quality standards every review period
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
  • Acted professionally and patiently when addressing negative customer feedback.

Department Manager

Walmart
Grundy, VA
08.2018 - 06.2019
  • Adhered to all safety procedures and company standards and policies
  • Ensured that all employees within the Housewares department presented a positive, exemplary image to customers
  • Contacted other store locations to determine merchandise availability
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
  • Supervised and directed all merchandise and shipment processing
  • Educated customers about the brand to incite excitement about the company's mission and values
  • Completed all daily tasks and special assignments with an efficient and quality-driven approach
  • Shared best practices for sales and customer service with other team members to help improve the store's efficiency
  • Maintained established merchandising standards, including window, sales floor and promotional displays
  • Followed merchandising guidelines to present visually appealing displays
  • Stocked and replenished merchandise according to store merchandising layouts.

Volunteer Coordinator

Clinch Valley Community Action
Tazewell, VA
12.2017 - 08.2018
  • Recruited and trained new volunteers on volunteer program goals and objectives
  • Uncovered opportunities for volunteer program improvement by soliciting staff feedback and evaluating volunteer performance
  • Performed skills assessments to link volunteers to roles matching individual skills and competencies
  • Tracked volunteer applications and conducted background checks to facilitate participation in CVC As volunteering programs
  • Reviewed work prepared by volunteers and represented volunteers at weekly meetings
  • Coordinated logistics of scheduling, supplying and transporting volunteers.

Sales Manager

Clayton Homes
Coeburn, VA
03.2016 - 12.2017
  • Trained and mentored new sales representatives
  • Brought in new customers and retained base through proactive management of individual needs and the business
  • Collaborated in creating strategies that drove sales and revenue
  • Applied excellent communication skills and ability to establish rapport to close sales and meet targets
  • Wrote, negotiated and finalized sales contracts
  • Worked collaboratively with team members to drive customer service initiatives, achieving sales goals and increasing feedback scores
  • Helped customers with questions, problems and complaints in person and via telephone.

Customer Service Professional

Sykes for AT&T
Wise, VA
07.2015 - 03.2016
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Addressed and resolved customer product complaints empathetically and professionally
  • Gathered and verified all required customer information for tracking purposes
  • Defused volatile customer situations calmly and courteously
  • Accurately documented, researched and resolved customer service issues
  • Met or exceeded service and quality standards every review period
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
  • Acted professionally and patiently when addressing negative customer feedback.

Retail Banker

WoodForest National Bank
Bristol, VA
08.2014 - 03.2015
  • Created strategies to develop and expand sales of services to existing customer which resulted in an increase in annual revenue
  • Executed customer transactions, including deposits, withdrawals, money orders and checks
  • Rapidly and efficiently prepared customer and ATM cash and change orders
  • Organized, stocked and maintained the teller window area
  • Opened accounts with a cross sale of products
  • Collected member loan payments
  • Sold cashier's checks, traveler's checks and money orders
  • Executed wire transfers, stop payments and account transfers
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
  • Maintained friendly and professional customer interactions.

Universal Agent

OfficeMax
Bristol, VA
07.2013 - 08.2014
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Addressed and resolved customer product complaints empathetically and professionally
  • Gathered and verified all required customer information for tracking purposes
  • Defused volatile customer situations calmly and courteously
  • Accurately documented, researched and resolved customer service issues
  • Mastery of customer service management systems and databases
  • Referred unresolved customer grievances to designated departments for further investigation
  • Managed high call volume with tact and professionalism
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
  • Met or exceeded service and quality standards every review period
  • Worked three different lines of business each day
  • Worked with large accounts such as Yale University and Disney.

Shift Manager

Pizza Plus
Grundy, VA
09.2012 - 07.2013
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
  • Maintained a safe working and guest environment to reduce the risk of injury and accidents
  • Answered telephone calls and responded to inquiries
  • Assigned patrons to tables suitable for their needs and according to rotation
  • Baked, roasted, broiled, and steamed meats, fish, vegetables, and other foods Checked temperatures of freezers, refrigerators, and heating equipment to ensure proper functioning Ensured freshness of food and ingredients by checking for quality, keeping track of old and new items, and rotating stock Greeted each customer with friendly eye contact Prepared checks itemizing total meal costs and sales taxes Trained new employees Displayed enthusiasm and knowledge about the restaurant's menu and products.

Fuel Clerk

FoodCity
Grundy, VA
07.2011 - 08.2012
  • Refilled and rotated items on shelves to maintain well-stocked inventory
  • Processed credit cards, checks, gift cards and coupons
  • Cross trained in entire store including register, customer service, video, gas n go, and self check-out
  • Received multiple promotions while at this job.

Education

Skills

  • Client Relationship Building
  • Sales Expertise
  • Technical Support
  • Account Management
  • Cash Handling
  • Customer Service
  • CRM Software
  • Quality Control
  • Documentation and Reporting
  • Data Entry
  • Multi-Task Management

Personal Information

Willing To Relocate: Anywhere

Accomplishments

  • Recognized at AT&T monthly for exceeding metric expectations
  • Consistently fastest resolution time in the department with the highest accuracy rating.

References

References available upon request.

Timeline

Premier Service Consultant

AT&T
01.2022 - Current

Personal Shopper

Walmart
08.2020 - 01.2022

Customer Service Representative

CVS Caremark
06.2019 - 07.2020

Department Manager

Walmart
08.2018 - 06.2019

Volunteer Coordinator

Clinch Valley Community Action
12.2017 - 08.2018

Sales Manager

Clayton Homes
03.2016 - 12.2017

Customer Service Professional

Sykes for AT&T
07.2015 - 03.2016

Retail Banker

WoodForest National Bank
08.2014 - 03.2015

Universal Agent

OfficeMax
07.2013 - 08.2014

Shift Manager

Pizza Plus
09.2012 - 07.2013

Fuel Clerk

FoodCity
07.2011 - 08.2012

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Kelli Stephenson