Kellie Nelson
Ashland,OH
Summary
Confident individual with strong communication, teamwork, and problem-solving strengths. Brings reliability, initiative, and positivity to new challenges. Eager to support team goals and contribute to workplace success.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Friendly Express
Ashland, OH
11.2023 - Current
- Resolved customer inquiries efficiently through various communication channels, ensuring high satisfaction levels.
- Assisted in training new staff on customer service protocols and company policies to enhance team performance.
- Maintained accurate records of customer interactions and transactions using CRM software for improved service delivery.
- Collaborated with team members to troubleshoot and resolve service issues, reducing response times significantly.
- Developed and maintained positive relationships with customers, fostering brand loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma -
Bucyrus High School
Bucyrus, OH05-2002
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Conflict resolution
- Complaint handling
- Payment processing
- Client relations
- Scheduling
- Follow-up skills
- Product knowledge
- Paperwork processing
- Order processing
- Team development
- Documentation
- Data collection
- Customer relationship management (CRM)
- Staff training
- De-escalation techniques
- Technical support
- Filing
- Dispute resolution
- Recordkeeping strengths
- Account updating
- Account management
Timeline
Customer Service Representative
Friendly Express
11.2023 - Current
High School Diploma -
Bucyrus High School