Kelly Singh
Patterson,CA
Summary
Accomplished Customer Service Representative with a proven track record, enhancing customer loyalty through exceptional service and active listening. Expert in resolving complex issues, ensuring customer retention and positive feedback.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
WorkForce
San Jose, CA
10.2022 - 12.2024
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Cross-trained and backed up other customer service managers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Thermo Fisher Scientific Inc.
Fremont, CA
03.2010 - 09.2016
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Identified and resolved discrepancies and errors in customer accounts.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and backed up other customer service managers.
Call Center Team Lead
Neopost Inc., USA
Hayward, CA
02.2005 - 07.2009
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Responded to customer requests for products, services, and company information.
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Created and maintained detailed database to develop promotional sales.
Education
No Degree - General Studies
Mission College
Santa Clara, CA09-2006
No Degree - Business Administration And Management
San Jose State University
San Jose, CA08-2005
High School Diploma -
James Logan High School
Union City, CA06-2003
Skills
- Customer relations
- Data entry
- Call center experience
- Product and service sales
- MS office
- Administrative and office support
- Teamwork skills
- Order fulfillment
- Multitasking Abilities
- Problem-solving skills
- Order processing
Timeline
Customer Service Representative
WorkForce
10.2022 - 12.2024
Customer Service Representative
Thermo Fisher Scientific Inc.
03.2010 - 09.2016
Call Center Team Lead
Neopost Inc., USA
02.2005 - 07.2009
No Degree - General Studies
Mission College
No Degree - Business Administration And Management
San Jose State University
High School Diploma -
James Logan High School