Kelly Lee
Middletown
Summary
Experienced customer service representative with a strong dedication to providing exceptional support. Over the past 20 years, honed skills in call center management, sales management, and administrative tasks. Proficient in utilizing Google Suite, Salesforce, and Microsoft Office to streamline operations and enhance customer satisfaction. Currently pursuing a Bachelor of Science in Business Management to further expand expertise and contribute to the success of organizations.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
Direct Interactions, Inc.
11.2024 - Current
- Processing unemployment claims for new applicants
- Updating claims information for claimants
- Providing information for claimants about their claim updates
- Answering general questions about unemployment and timeframes of processing claims
- Managed a high volume of incoming calls/emails/chats while maintaining quality standards for response time and issue resolution
- Resolved billing discrepancies by investigating payment history records, coordinating with finance department when necessary
- Provided exceptional customer support via phone, email, and chat channels to resolve inquiries, troubleshoot issues, and ensure customer satisfaction
- Inbound calls and outbound calls; Taking 30 plus calls per day: Remote Position
Tier 2 Customer Service Representative
Wipro-Middletown
09.2023 - 04.2024
- Assisted customers with their 401k accounts with the Nokia employer
- Effectively communicated with customers via phone, email, and chat to provide product information, process orders, and resolve problems
- Maintained a positive attitude and professional demeanor in all interactions with customers
- Managed a high volume of incoming calls while maintaining quality standards for accuracy and efficiency
- Identified opportunities for process improvement based on common customer inquiries or recurring issues
- This was a remote position; I handled 50 calls per day
- (I was laid off from this position due to a low call volume)
Chat Specialist
Gap Inc.
06.2022 - 07.2023
- As a chat specialist I handle inbound chats from customers with questions about their orders
- I was responsible for delivery concerns and answered any questions about products on our website
- Provided exceptional customer service and support to ensure customer satisfaction
- Resolved customer inquiries, complaints, and issues in a timely and professional manner
- Maintained a high level of product knowledge to effectively assist customers with their needs
- Collaborated with cross-functional teams to resolve complex customer problems and escalations
- I reviewed accounts for updates on delivery times
- Managed accounts and concerns with missing items in deliveries and deliveries that were missed in transit
- This was a remote position; Handled 50 chats per day
- This position went through a mass lay off in June 2023
Customer Service Representative
MetLife-Dayton
02.2021 - 02.2022
- Responsible for inbound calls, from claimants who had questions about their short-term disability and their long-term disability claims
- Provided an overview of their claim details
- Sent updates to the case specialist handling the claim about new documents sent over from the physician
- Updated clients on their approved claims or denied claims
- Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
- This was a remote position; I handled 100 calls or more per day
- This position was a temporary position for the busy time when covid was very active
- Once the busy time slowed down, they had to let over 100 representatives go due to call volume dropping
Customer Service Representative
Robert Half-Dayton
01.2020 - 02.2021
- In this position I worked for 2 different companies while working for Robert Half-staff Temporary agency
- I was a customer service representative for the Ohio Unemployment office where I was responsible for calls about processing claims and providing claim information to claimants
- I worked for MetLife in the dental claim department
- These calls were questions about claims, updating the customer on notes in regard to the claim from their provider or case specialist
- These positions were temporary positions through a staffing agency
- I worked in a remote position for the Unemployment position, as well as a remote position for the MetLife
- I handled over 100 calls for each position; These were temporary positions that were needs for the season
Customer Service Representative
Aqua Falls Bottled Water-Fairborn
01.2019 - 07.2019
- Assisting customers with their water supply accounts
- I processed payments over the phone and in office
- Assisting customers with their water orders and water deliveries
- I handled complaints if clients were not happy with late deliveries or missed items in their deliveries
- This was an in office in this position
- There was high call volume due to the company going through a new company take over
- I was laid-off due to Covid and the office being overstaffed and seniority
Captionist
Communication Service for the Deaf
01.2018 - 01.2019
- As a Captionist, I listened to the caller speak to the other person on the line and spoke their words verbatim to show up on a screen
- This allowed person who had a hearing-impaired disability be able to under what the other caller was saying
- Participated in regular team meetings to discuss challenges, share best practices, and brainstorm ideas for improving the overall quality of service provided
- Consistently met or exceeded individual performance metrics such as response time targets, first-call resolution rate, or CSAT scores
- This position ended due to the call center being shut down and laid off while the call center went under construction for 3 months
- I handled over 50 calls per day; this was a call center position
Education
Bachelor of Science - Business Management
University of Phoenix-Online Campus
Phoenix, AZ06-2027
High School Diploma -
Belmont High School
Dayton05.2004
Skills
- Call Center
- Sales Management
- Salesforce
- Administrative experience
- Computer skills
- Management
- Quality Assurance
- Upselling
- Live Chat
- Word
- Data Entry
- Customer Care
- VPN
- Microsoft Office
- Customer Service
- Sales
- Help Desk
- Powerpoint
- Operating Systems
- Time management
- Technical support
- Google Docs
- Microsoft Excel
- Front desk
- CSR
- Account Management
- Typing
Timeline
Customer Support Specialist
Direct Interactions, Inc.
11.2024 - Current
Tier 2 Customer Service Representative
Wipro-Middletown
09.2023 - 04.2024
Chat Specialist
Gap Inc.
06.2022 - 07.2023
Customer Service Representative
MetLife-Dayton
02.2021 - 02.2022
Customer Service Representative
Robert Half-Dayton
01.2020 - 02.2021
Customer Service Representative
Aqua Falls Bottled Water-Fairborn
01.2019 - 07.2019
Captionist
Communication Service for the Deaf
01.2018 - 01.2019
Bachelor of Science - Business Management
University of Phoenix-Online Campus
High School Diploma -
Belmont High School
Similar Profiles
Anita GonzalezAnita Gonzalez
Remote Bilingual ODJFS Agent at Direct Interactions, Inc.Remote Bilingual ODJFS Agent at Direct Interactions, Inc.
Shala LewisShala Lewis
Learning and Development Manager at Direct InteractionsLearning and Development Manager at Direct Interactions
Rheaven GaffneyRheaven Gaffney
Healthcare Customer Service Agent at Conduent / Direct InteractionsHealthcare Customer Service Agent at Conduent / Direct Interactions
Meaganmarie ZitoMeaganmarie Zito
Emergency Medical Technician at Glastonbury Emergency Medical ServicesEmergency Medical Technician at Glastonbury Emergency Medical Services
Amaris CastilloAmaris Castillo
Server at Olive Garden RestaurantServer at Olive Garden Restaurant