Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kelly Leach

Mullins,SC

Summary

Well-organized with good multitasking and customer service skills. Work well under pressure to handle fast-paced orders. Reliable candidate ready to take on challenges in a position using problem-solving and task prioritization skills to help team succeed. Willing to take on any task to support team and help business succeed. Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical, and detail-oriented. Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Stays on top of demands in fast-paced environments by effectively using slow periods. Maintains organized, clean and safe work areas with diligent attention to important details. Talented and skilled at completing daily assignments and contributing to team success. Always willing to take on any task. Adapts quickly to new needs and policies. Capable and experienced working in challenging environments. Excited about the opportunity to take my next career step. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Proven track record in enhancing customer satisfaction and loyalty, demonstrated during my tenure at Startek Myrtle Beach SC. Skilled in conflict resolution and customer education, I excel in high-pressure environments, leveraging my problem-solving abilities and active listening skills to deliver superior service. Achieved notable increases in customer retention through effective complaint handling and empathetic engagement.

Overview

7
7
years of professional experience

Work History

At Home Customer Service Rep

Startek Myrtle Beach SC
07.2024 - 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 the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Laundry Attendant

Bluegreen Vacations
06.2021 - Current
  • Maintained accurate counts of linen bins received and loads processed
  • Served guests by anticipating and handling replacement linens and pressing
  • Kept adequate inventory of supplies on-hand and organized and reported shortages to management

Production Associate

Sopakco
01.2022 - 02.2023
  • Utilized problem-solving skills to quickly resolve any production issues
  • Operated machines safely by following OSHA standards
  • Reviewed weight of products to meet product specifications
  • Monitored assembly work to identify defects in raw materials
  • Uphold established rules and regulations to maintain compliance with safety and quality standards
  • Followed written instructions, diagrams and drawings to fulfill product needs
  • Prepared products for packaging on multiple assembly lines
  • Conducted quality checks and recorded observations to maintain records
  • Managed inventory of raw materials and finished products to ensure availability
  • Disposed of excess materials and waste to keep workspaces organized
  • Cleaned work stations and floors to prevent dirt, grime and dust buildup
  • Packaged, labeled and sorted products to prepare items for delivery
  • Removed hazards and obstacles from work spaces to prevent accidents
  • Reported damaged and defective products to supervisor

Secretary

R.E.T Trucking
03.2019 - 05.2021
  • Managed billing for payroll department, coordinating vendor communication, processing purchase orders, and transmitting payments
  • Reorganized filing systems for better efficiency and more streamlined processes
  • Handled office duties independently, including updating databases, completing basic bookkeeping, and maintaining well-organized files

Waitress

Waffle House
06.2018 - 03.2019
  • Delivered genuine hospitality and greeted customers upon arrival
  • Assisted kitchen staff with garnishing plates and preparing desserts and salads
  • Established pace of meal according to guest and party needs
  • Checked in with customers periodically to assist with additional needs or requests
  • Worked in fast-paced environment, handled multiple priorities, and learned new procedures
  • Cleaned tables, completed closing duties, and re-stocked tableware and supplies
  • Stocked server areas with supplies throughout shift
  • Kept cash drawer balanced and carefully calculated and verified orders
  • Advised guests on appropriate combinations of food and drinks, accommodated requests, and noted preferences
  • Addressed issues promptly and relayed complaints directly to management
  • Processed orders and payments using POS system terminals and registers
  • Met cleanliness targets and sanitized dining room, bathrooms, and other areas during shifts
  • Followed safe food handling and sanitation standards
  • Served dishes with clear and concise verbiage and placed dishes in front of proper guests
  • Checked with guests upon delivery of food items to promote patron satisfaction
  • Set and bussed tables as needed and maintained sanitation standards
  • Handled guest needs with upbeat attitude and attention to detail
  • Satisfied customers with fast, friendly and knowledgeable support
  • Minimized complaints by keeping drinks full and delivering correct orders
  • Prepared hot, cold, and mixed drinks for patrons, including chilling bottles of wine

Hospice Aide

Dreama Snyder
03.2018 - 07.2018
  • Helped patients move safely with skilled mobility support
  • Prevented bedsores, consistently turning patients every four hours
  • Minimized infection risk to staff and patients, cleaning and sanitizing rooms, equipment and tools
  • Helped patients with limited mental and physical capacity handle daily living tasks
  • Kept patients comfortable with clean linens and well-stocked rooms
  • Enhanced patient physical recovery with emotional and social support

Hospice Aide

Leland Smith
06.2017 - 03.2018

Education

Certified Nursing Assistant - CNA

Sunny Acres
Fork, SC
05.2017

Certified Nursing Assistant - CNA

Professional Medical Training Center
Florence, SC
05.2014

GED - GED

Berkeley County Adult Learning Center
Martinsburg, WV
01.2007

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Call center experience
  • Problem Resolution
  • Customer Relations
  • Data Entry
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Complaint Handling
  • Microsoft Excel
  • Payment Processing
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Complaint resolution
  • Call Center Operations
  • Microsoft Outlook
  • Scheduling
  • Call Management
  • Appointment Scheduling
  • Product Knowledge
  • Order Processing
  • Team Development
  • Microsoft Office Suite
  • Documentation
  • Microsoft PowerPoint
  • Data Collection
  • Customer Relationship Management (CRM)
  • Prioritization
  • De-Escalation Techniques
  • Quality Control
  • Filing
  • Building rapport
  • Customer Education
  • Dispute Resolution
  • Multi-line phone talent
  • Coordination
  • Product and service solutions
  • Assertiveness
  • Order Fulfillment
  • Recordkeeping strengths
  • Account updating
  • Research
  • Account Management
  • Reading Comprehension
  • Spreadsheets
  • Medical terminology knowledge
  • Sales closing
  • CRM Software
  • Information Security
  • CRM software proficiency
  • Warehousing functions
  • [Software] CRM system proficiency
  • Credit adjustments

References

References available upon request.

Timeline

At Home Customer Service Rep

Startek Myrtle Beach SC
07.2024 - Current

Production Associate

Sopakco
01.2022 - 02.2023

Laundry Attendant

Bluegreen Vacations
06.2021 - Current

Secretary

R.E.T Trucking
03.2019 - 05.2021

Waitress

Waffle House
06.2018 - 03.2019

Hospice Aide

Dreama Snyder
03.2018 - 07.2018

Hospice Aide

Leland Smith
06.2017 - 03.2018

Certified Nursing Assistant - CNA

Professional Medical Training Center

GED - GED

Berkeley County Adult Learning Center

Certified Nursing Assistant - CNA

Sunny Acres
Kelly Leach