Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Holmes

North Little Rock,AR

Summary

New college graduate with bachelors in Business Administration.

Successful customer service representative with over 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.

Successful human resource candidate with expertise in employee recruitment, training and payroll management. Adept at building and maintaining positive relationships with employees and management. Strong organizational skills and committed to adhering to relevant laws and regulations.

Overview

19
19
years of professional experience

Work History

Care Advocate

Verizon Wireless
11.2016 - Current
  • Experience in training, quality assurance, & data analytics. Experience in Porting, Activations, and Credit Team.
  • Good research and documentation skills as well as ability to analyze and resolve conflicts in timely manner. *Ability to work with sensitive and confidential HR data with strong analytical skills to interpret data as required. *Experience in human capital management, Knowledge of Excel/Google Sheets. Experience in Microsoft Office and/or Google suite products. . Good teamwork and collaboration skills.
  • Strong communication and listening skills along with attention to detail. Collaborating skills, including negotiation and conflict resolution.
  • Ability to quickly establish and maintain rapport with people of diverse backgrounds and professional levels. *Technical Support Proficient with standard and escalated calls. Skilled in resolving customer impacting concerns on first call basis. Highly efficient with international concerns.
  • Consistency with achieving high revenue results. Experience in overcoming objections.
  • Able to demonstrate influence skills via relationships, information and data. Ability to work in fast paced and demanding environment with flexibility to quickly adapt to change.
  • Strong organizational, and time management skills. Ability to effectively solve complex problems. Great at multi tasking.
  • Computer Skills, Experience with all Microsoft products (MS word, MS PowerPoint, MS Excel, goggle slides, etc).Experience with Verizon Systems including ACSS, IEX, Slack, Jabber, and Omni. Knowledge of both PC and Mac operating systems. Highly experienced in Android and Apple operating systems. Experience pulling, reporting, and analyzing large multi-faceted data and making decisions or recommendations based on data observed. Experience with Google Sheets Overall Moral and Boosting responsibilities
  • Lead by example with stats, moral, and overcoming work place challenges. Use of professional, positive Gif's & or instant message gestures to acknowledge rep's success throughout shift. Accountable for encouragement on challenging days as well as good days. Great at giving advise on how to exceed expectations on generating revenue for company.
  • Managed over 50 calls per day
  • Top 95% performer in sales
  • Participated in facility meetings with treatment team to develop successful aftercare plans

Teller

Wells Fargo Bank
03.2013 - 12.2014
    • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
    • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
    • Processed customer transactions promptly, minimizing wait times.
    • Disbursed cash and checks accurately while maintaining security of cash drawers.

Dispatcher

K&R Trucking LLC
08.2010 - 01.2014
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Directed dispatching, routing, and tracking of fleet vehicles.
  • Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Processed invoices and payments for dispatched orders to provide proof of transaction.
  • Sent out drivers to assist hourly callers based on locations, needs and worker availability.
  • Answered phone calls and responded to customer emails.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Monitored and tracked dispatch communication systems.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.

Customer Service Associate

USPS
03.2004 - 12.2010
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided training and support to new associates to help provide high-quality customer service.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Kept detailed records of customer interactions to track and resolve issues quickly.
  • Increased revenue by cross-selling and upselling products and services.
  • Calculated shipping costs.
  • Sell and collect payments for products such as stamps and P.O. boxes.
  • Sorted incoming and outgoing mail.
  • Deliver mail from Post Office to Post Office.

Education

Bachelor of Arts - Business Administration

Strayer University
Washington, DC
06.2023

Skills

  • Training
  • Quality Assurance
  • Verbal and Written Communication
  • Accounts Payable and Accounts Receivable
  • Proactive Problem-Solving
  • Punctual and Hardworking
  • Technical Assistance
  • Resource Utilization
  • Activity Monitoring
  • Organization and Time Management
  • 50 WPM Typing Speed
  • Satisfaction Assessment and Tracking
  • Customer Care
  • Payment Processing
  • Forms and Spreadsheet Creation
  • Investigate Complaints
  • Database Coordination
  • Invoice statements
  • Caseload Management

Timeline

Care Advocate

Verizon Wireless
11.2016 - Current

Teller

Wells Fargo Bank
03.2013 - 12.2014

Dispatcher

K&R Trucking LLC
08.2010 - 01.2014

Customer Service Associate

USPS
03.2004 - 12.2010

Bachelor of Arts - Business Administration

Strayer University

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Kelly Holmes