Kelly Balentine
Florence,AL
Summary
Dynamic customer service professional with extensive experience in managing high-volume inbound inquiries and delivering exceptional support. Strong communication skills and a proven ability to resolve issues efficiently contribute to a consistently positive customer experience. Adept at leveraging CRM systems and service protocols to enhance satisfaction and team performance, with SAP training and floor support experience for new employee development. Committed to teamwork and achieving results, with a track record of successful upselling, data entry, and appointment scheduling.
Overview
9
9
years of professional experience
Work History
Inbound Call Center Representative
Qualfon
02.2021 - Current
- Provided exceptional customer service by addressing inquiries and resolving issues effectively.
- Documented customer interactions accurately to ensure seamless follow-up and support.
- Trained new team members on call handling procedures and system navigation.
- Collaborated with team members to share best practices and enhance service quality.
- Handled customer complaints with empathy and professionalism, ensuring satisfaction.
- Utilized CRM software to track customer interactions and manage accounts efficiently.
- Maintained product knowledge to assist customers with detailed information and recommendations.
- Identified opportunities for upselling products during customer interactions to increase sales.
- Conducted customer feedback collection to improve service delivery and product offerings.
- Provided timely updates to customers regarding their inquiries, enhancing communication.
- Responded to customer inquiries via multiple channels, including phone and email.
- Supported colleagues by sharing insights and strategies to tackle complex customer issues.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
Warehouse Worker
Whitesell Group
04.2020 - 01.2021
- Operated forklifts and pallet jacks to transport materials safely and efficiently within warehouse.
- Assisted in inventory management by accurately tracking stock levels and reporting discrepancies.
- Collaborated with team members to optimize workflow and enhance overall productivity.
- Processed incoming shipments by verifying contents against packing lists and recording data accurately.
Certified Pharmacy Technician
Walgreens
01.2018 - 05.2020
- Assisted pharmacists in preparing and dispensing medications, ensuring accuracy in dosage and labeling.
- Managed medication inventory by monitoring stock levels and placing orders for necessary supplies.
- Performed quality assurance checks on filled prescriptions to confirm accuracy and compliance with regulations.
- Provided exceptional patient interaction by addressing inquiries and guiding them through medication usage.
- Maintained organized workspaces to enhance efficiency and adherence to safety protocols.
- Educated patients on medication side effects and proper administration techniques to promote adherence.
- Documented patient information and medication records accurately to maintain compliance with health regulations.
- Supported pharmacists in compounding medications, ensuring adherence to safety and quality standards.
- Utilized pharmacy software to manage prescriptions, billing information, and patient profiles efficiently.
- Participated in regular team meetings to discuss process improvements and enhance service delivery.
Server
Trownbridges
07.2016 - 05.2018
- Delivered exceptional customer service by promptly addressing guest inquiries and concerns.
- Executed daily inventory checks to ensure adequate stock levels of food and beverages.
- Assisted in training new staff members to enhance team performance and service quality.
- Maintained cleanliness and organization of dining areas to provide a welcoming environment.
- Processed customer payments accurately using the POS system and managed cash handling.
- Recommended menu items to guests based on preferences, enhancing overall dining experience.
- Monitored guest satisfaction during meals, making adjustments to service as needed.
- Coordinated with kitchen staff to ensure timely food preparation and delivery.
- Adapted to changing priorities during peak hours, ensuring uninterrupted service.
- Resolved customer complaints effectively, turning potential issues into positive experiences.
- Supported team collaboration during busy shifts to optimize workflow and efficiency.
Education
High School Diploma -
Loretto High School
Loretto, TN5 1996
Skills
- Performance metrics
- Up-selling techniques
- Call handling techniques
- Call decisioning
- High-volume call centers
- Empathy and patience
- Product knowledge
- Documentation and reporting
- Call management
- Remote chat support
- Communicating with clients
- Answering questions
- CRM software usage
- Payment processing
- Call center customer service
- Customer service
- Resolving issues
- Inbound phone calls
Timeline
Inbound Call Center Representative
Qualfon
02.2021 - Current
Warehouse Worker
Whitesell Group
04.2020 - 01.2021
Certified Pharmacy Technician
Walgreens
01.2018 - 05.2020
Server
Trownbridges
07.2016 - 05.2018
High School Diploma -
Loretto High School