Kelly Burns
Merchantville,NJ
Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Call Center Representative
Live Ops
02.2023 - 07.2025
- Managed inbound customer inquiries effectively, ensuring timely resolution of issues.
- Provided accurate information regarding mortgage products and services to enhance customer understanding.
- Documented customer interactions in CRM system to maintain detailed records for future reference.
- Collaborated with team members to streamline processes and improve overall service efficiency.
Owner/operator
Burns Janitorial ,INC.
Philadelphia, PA
07.1996 - 11.2022
- Led startup and opening of a service related industry and provided business development, creation of operational procedures and workflow planning.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Analyzed client business needs and assisted in determining appropriate resources and strategies.
- Negotiated with vendors to gain optimal pricing on products resulting in increase in profit margin.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Supervised performance of workers with goals of improving productivity, efficiency and cost savings.
- Promoted store offerings through newspaper advertisements, catalogs and brochures to attract new customers.
- Identified client business and operational needs and introduced services to provide solutions.
- Oversaw project execution, phase progress, workmanship and team performance to drive on-time completion of deliverables.
Call Center Representative
PHM Mortgage /Contemporary Staffing Solutions
Township of Mount Laurel, NJ
01.2022 - 01.2022
- Covid response initiated helping clients who wanted to submit applications to the relief programs implemented by the federal government with the intentions of helping homeowners maintain "Good Standing" on mortgages. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.Documented conversations with customers to track requests, problems and solutions.Explained key information regarding products and services to customers to encourage informed decision-making.Evaluated customer account information to assess current issues and determine potential solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
Medical Assistant/Front Desk Medical Receptionist
Ent Associates
Elkins Park, PA
01.1990 - 06.1996
- Assisted in patient intake, documenting medical histories and vital signs efficiently.
- Provided support during examinations, ensuring patient comfort and adherence to protocols.
- Maintained cleanliness and organization of examination rooms and medical equipment.
- Scheduled appointments and managed patient flow to optimize clinic operations.
- Implemented electronic health record updates, enhancing data accuracy and accessibility.
- Obtained client medical history, medication information, symptoms, and allergies.
Education
75 hour course completion/certification - Real Estate Pre-licensing Course
Cherry Hill School of Real Estate
Cherry Hill, NJ04.2023
Completed some college courses - Business
Community College Of Philadelphia
Philadelphia, PACompleted some college courses - Business Education
Manor Junior College
Elkins Park, PALicensed Medical Assistant - Medical Assisting
Northeast School of Medical & Dental Assistance
Philadelphia, PA06-2001
Skills
- Communication skills
- Training & development
- Customer support
- Conflict Management
- Business Development
- Project Implementation
- Sales
- Customer service
- Negotiation
- Business development
- Pricing
- Supervising experience
- Conflict management
- CRM software
- Driving
- Project implementation
- Time management
- Documentation and reporting
- Customer-oriented
- Accurate record keeping
Certification
- Real Estate License
- Assessments
- Call center customer service — Proficient October 2021 Demonstrating customer service skills in a call center setting Full results: Proficient
- Customer service — Proficient October 2021 Identifying and resolving common customer issues Full results: Proficient
- Real estate — Proficient March 2023 Matching listings with specifications Full results: Proficient
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Timeline
Call Center Representative
Live Ops
02.2023 - 07.2025
Call Center Representative
PHM Mortgage /Contemporary Staffing Solutions
01.2022 - 01.2022
Owner/operator
Burns Janitorial ,INC.
07.1996 - 11.2022
Medical Assistant/Front Desk Medical Receptionist
Ent Associates
01.1990 - 06.1996
Completed some college courses - Business
Community College Of Philadelphia
Completed some college courses - Business Education
Manor Junior College
75 hour course completion/certification - Real Estate Pre-licensing Course
Cherry Hill School of Real Estate
Licensed Medical Assistant - Medical Assisting
Northeast School of Medical & Dental Assistance