- Passionate about local and underground music
- Outdoor recreation
- Sports, but my favorite is hockey
- Visiting new places and learning about different cultures foods
- Personal development and self-improvement
Kelly Thompson
Parma,OH
Summary
Results-driven professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Center Representative
Portfolio
08.2023 - Current
- Educated customers on the requirements of the Warranty Forever agreement, provided electronic draft copies of contracts, and answered questions to help the customer resolve their concerns, issues, or reasons for calling
- Provided world-class customer service even in challenging situations
- Used soft sales skills to highlight, endorse, recommend, and convert customers to service with the selling dealer
- Met and often exceeded department requirements for Conversion Percentage goals
- Strived to meet and often exceeded all KPI targets, including but not limited to: average call times, average speed of answer, use of follow-up/personal, and general availability related to calls handled per month
- Took ownership of changes and was personally responsible for managing change in an upbeat and positive manner
Beer/Wine Associate
Heinen's Grocery Store
02.2022 - 07.2023
- Provided knowledge about the beers and wines of the world and spoke to customers in person and over the phone about product selection and appropriate food pairings
- Stocked back stock and department orders that arrived
- Developed the habit of evaluating store conditions on a continuous basis to ensure maximum organization and cleanliness
- Wrote orders and worked alongside local distributors
- Served beer and wine for events and customers while they shopped
- Organized and supported demos and special events
Stocker (spirits/beer)
Davidsons Beer Wine & Spirits
08.2020 - 01.2022
- Assisted customers in store, over the phone, and online with spirits and beer recommendations, information, and ordering
- Moved freight from truck and stocked new products on shelves in a timely fashion
- Helped maintain any displays and updated cost tags as needed
- Created inventory lists to be stocked whenever necessary but at least once before closing
- Came up with ideas and suggestions for in-store customer tastings and pour samples on the day of events
- Provided upkeep of the department by cleaning, breaking down boxes, and helping with kegs
- Researched new products to keep up to date on trends and releases
Technical Support Representative
24-7 Intouch
02.2019 - 03.2020
- Received and responded to up to 120 service tickets per day with an average of 98% quality rating
- Delivered friendly and efficient technical support via email and chat across all platforms (Windows, Mac, Android and iOS) to identify and resolve issues
- Researched and provided customer support to answer a variety of inquiries from general product or billing questions to cancelling accounts and refunding
- Trained new associates to ensure maximum customer satisfaction and maintain service levels
Customer Support Representative
24-7 Intouch
06.2016 - 02.2019
- Received and responded to up to 60 inbound calls per day
- Provided excellent customer service while maintaining expected KPI levels
- Processed account actions such as changing product/product quantity, updating payment info or subscription info like shipping address/bill date/cancelling
- Provided general knowledge of all offered products
- Handled customers via phone, email and chat support
Education
High School Diploma -
Overland High School
Aurora, CO06-2013
Skills
- Customer service
- Efficiency
- Problem-solving
- Multi-tasking
- Verbal and written communication
- Product knowledge
- Training experience
- Willing to learn
- Punctual and reliable
Accomplishments
- Awarded 5 months in a row for exceeding department goals
Certification
TIPS - This certification means I am able to serve people alcohol
Interests
Timeline
Call Center Representative
Portfolio
08.2023 - Current
Beer/Wine Associate
Heinen's Grocery Store
02.2022 - 07.2023
Stocker (spirits/beer)
Davidsons Beer Wine & Spirits
08.2020 - 01.2022
Technical Support Representative
24-7 Intouch
02.2019 - 03.2020
Customer Support Representative
24-7 Intouch
06.2016 - 02.2019
High School Diploma -
Overland High School
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