Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Hilliard

Brunswick,GA

Summary

Dynamic Client Service Representative with a proven track record at Rgl Associates, excelling in customer support and complaint handling. Adept at managing high-pressure situations while maintaining confidentiality. Recognized for enhancing client relations and delivering tailored solutions, ensuring customer satisfaction and loyalty through exceptional service.

Overview

15
15
years of professional experience

Work History

Client Service Representative

Rgl Associates
05.2022 - Current
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Managed incoming calls, providing prompt and accurate information to clients about products and services.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.

Assistant Manager

Larry's Giant Subs
01.2017 - 03.2022
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Oversaw daily operations to maintain store cleanliness and organization.

Phone Operator

RSVP Communications
01.2010 - 01.2017
  • Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
  • Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
  • Maintained professionalism and courtesy while managing high call volumes during peak hours.
  • Pleasantly greeted all callers and asked how to be of assistance.
  • Managed emergency calls with professionalism and sensitivity, ensuring immediate response from appropriate personnel or authorities.
  • Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Addressed customer inquiries promptly, resulting in increased efficiency of overall call management process.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Resolved customer issues and complaints promptly and politely, upholding satisfaction.

Education

Master Of Criminal Justice - Criminal Justice

Coastal Pines Technical College
Brunswick, GA
05.2010

Skills

  • Customer support
  • Payment processing
  • Customer focus
  • Call center experience
  • Client relations
  • Customer education
  • File management
  • Complaint handling
  • Client support
  • Database management
  • Outbound calling

Timeline

Client Service Representative

Rgl Associates
05.2022 - Current

Assistant Manager

Larry's Giant Subs
01.2017 - 03.2022

Phone Operator

RSVP Communications
01.2010 - 01.2017

Master Of Criminal Justice - Criminal Justice

Coastal Pines Technical College

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Kelly Hilliard