KELLY GARCIA
Chicago,IL
Summary
Customer service focused professional with Dedicated customer service professional with a track record of using good communication and listening skills to create solutions, meet customer needs. Able to quickly learn, adapt, and make changes. Flexible personality easily building rapport, always learning, and helping others. Comfortable with technology, numbers, and new challenges. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
COMMUNITY AND ECONOMIC DEVELOPMENT ASSOCIATION
01.2023 - Current
- 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 company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Crossing Guard
Chicago Public School, Jose Diego
09.2021 - 01.2022
- Safely and efficiently direct pedestrians across a busy street while cultivating effective relationships utilizing active listening and dynamic interpersonal skills
- Ensured safety and security of children by providing detailed instructions regarding street crossing safety
- Gathered data and prepared reports detailing daily traffic and infractions
- Used analytical skills to monitor traffic flow and to foster and control safe gaps for pedestrian crossing
- Monitored school grounds using attention to detail to identify and report suspicious activity.
Telephone Interviewer
Robert Half
05.2021 - 09.2021
- Conducted 30-60 telephone interviews daily gathering information from participants, communicating clearly, and listening attentively throughout interview process to facilitate the exchange of information
- Calmed participants' nerves by explaining what to expect, set information, and the purpose of interviews
- Used proactive listening skills to resolve inquiries consistently exceeding goals and expectations
- Achieved customer satisfaction ratings of 100% through friendly, knowledgeable, and positive communication
- Interacted sensitively, effectively, and professionally with individuals from diverse backgrounds.
Customer Service Representative
Mariano's
07.2017 - 05.2021
- Processed large number of customers in high volume stores handling all aspects of the transaction from service to processing payments to resolving customer issues
- Accurately received and processed payments balancing the drawer at the end of each shift
- Effectively recruited customers to join the loyalty program
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor and resolving issues
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Telemarketer
Telemarketing com
01.2000 - 05.2003
- Handled 40-50 telephone calls from interested customers and called prospective customers presenting information about membership details and purchase advantages
- Quickly resolved prospects' questions with persuasive communication skills and in-depth knowledge of available products and services
- Built client rapport while accurately processing documentation and troubleshooting technical discrepancies through completion
- Took initiative to help new telemarketers learn best practices, communication strategies and performance standards.
Education
GED -
Malcolm X College
Chicago, IL03.2010
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Microsoft Excel
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Documentation
- Building rapport
- Research
Timeline
Customer Service Representative
COMMUNITY AND ECONOMIC DEVELOPMENT ASSOCIATION
01.2023 - Current
Crossing Guard
Chicago Public School, Jose Diego
09.2021 - 01.2022
Telephone Interviewer
Robert Half
05.2021 - 09.2021
Customer Service Representative
Mariano's
07.2017 - 05.2021
Telemarketer
Telemarketing com
01.2000 - 05.2003
GED -
Malcolm X College
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