Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly Lowe

McMinnville,Tennessee

Summary

Dynamic customer service professional with extensive experience at ContactUs.com, excelling in active listening and de-escalation techniques. Proven track record of resolving conflicts and enhancing customer loyalty, consistently exceeding performance goals. Adept at utilizing technology to improve service efficiency while fostering strong client relationships through empathy and professionalism.

Overview

30
30
years of professional experience

Work History

Customer Service Representative

ContactUs.com
11.2021 - 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.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Personal Care Assistant

Howard Childress
01.2001 - 11.2013
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Enhanced client well-being by assisting with daily activities such as bathing, dressing, and grooming.
  • Transported individuals to events and activities, medical appointments, and shopping trips.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Handled incoming mail, bills and invoices and completed appropriate actions.

Owner

Kelly Lowe
01.1996 - 11.2001
  • Managed day-to-day business operations.
  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
  • Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
  • Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
  • Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Trained and motivated employees to perform daily business functions.
  • Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
  • Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.

Education

No Degree - Psychology

Argosy University
Orange, CA

GED -

Motlow State Community College
Tullahoma, TN
01-1991

Skills

  • Customer service
  • Active listening
  • Customer relations
  • Call center experience
  • Computer proficiency
  • Professional telephone demeanor
  • Scheduling
  • De-escalation techniques

Timeline

Customer Service Representative

ContactUs.com
11.2021 - Current

Personal Care Assistant

Howard Childress
01.2001 - 11.2013

Owner

Kelly Lowe
01.1996 - 11.2001

No Degree - Psychology

Argosy University

GED -

Motlow State Community College

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