Kellie McKinstry
Charlotte,NC
Summary
Experienced customer service representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and adept at analyzing problems to provide efficient solutions. Committed to enhancing customer experiences by consistently displaying service-oriented behaviors, understanding their desires, and delivering tailored solutions that foster loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Retention Specialist
Convergys Inbound Call Center-Charlotte, NC
08.2022 - 09.2024
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Tech Support/Claims Representative
Iqor-Charlotte, NC
01.2022 - 01.2023
- Filed claims for customers who were in need of replacement mobile devices.
- Followed up with customers on unresolved issues.
Tax Associate
TTEC Credit Karma
10.2019 - 12.2021
- Chat representative, Customer billing, Customer account managing, Assisting customers via live chat and email, Tax agent
Medical Screener
Octopharma Plasma-Charlotte, NC
11.2017 - 09.2019
- Checked donors vitals to ensure they were well & healthy enough to donate plasma.
Sales Associate/ Customer Service Rep
Cigna
09.2015 - 09.2017
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Associates - Business
Ashford University
High School Diploma -
South Iredell High
Skills
- Customer service (10 years)
- Call center
- Research
- Windows
- Telemarketing
- Customer support
- Front desk
- Microsoft Office
- Mobile Devices
- Help Desk
- Cold Calling
- Salesforce
- Account management
- Presentation skills
- Computer skills
- Sales
- Typing
- Desktop support
- Technical support
Certification
- Typing speeds of 45 wpm
- CPR/First Aid (02/2018 - 03/2018)
Personal Information
Relocation: Anywhere
Timeline
Retention Specialist
Convergys Inbound Call Center-Charlotte, NC
08.2022 - 09.2024
Tech Support/Claims Representative
Iqor-Charlotte, NC
01.2022 - 01.2023
Tax Associate
TTEC Credit Karma
10.2019 - 12.2021
Medical Screener
Octopharma Plasma-Charlotte, NC
11.2017 - 09.2019
Sales Associate/ Customer Service Rep
Cigna
09.2015 - 09.2017
Associates - Business
Ashford University
High School Diploma -
South Iredell High