Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Wagers

London,KY

Summary

An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.

Overview

16
16
years of professional experience

Work History

Customer Service Specialist

VCare Technologies
Cherry Hill, NJ
01.2021 - 01.2025
  • Facilitated incoming phone calls, emails, and chat support for diverse client base.
  • Implemented Zendesk, Salesforce, Aptos, and proprietary client applications
  • Engaged with Skype, Slack, Zoom, and Microsoft Teams to facilitate remote teamwork
  • Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
  • Monitored call center queues daily in order to respond promptly to customer inquiries.
  • Provided assistance to customers in navigating website, placing orders, and resolving complaints.
  • Addressed customer questions and concerns regarding products and services.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Service Agent

General Dynamics
London, KY
01.2016 - 01.2018
  • Handling incoming calls regarding the Affordable Care Act options.
  • Advised customers on purchasing decisions based on their individual needs.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Medicare support specialization after comprehensive training.
  • Executed data entry and processed applications efficiently for insurance services.
    Guided clients in choosing cost-effective insurance plans based on specific requirements.
  • Answered incoming calls promptly and professionally within company standards.

Catering and Events Manager

Chef on the Run
London, KY
01.2009 - 01.2010
  • Catering staff and event manager.
  • Handled special events, as well as weekly events for local businesses.
  • Developed menus, budgets, and timelines for events based on client needs and preferences.
  • Experience using Microsoft Office to create schedules and other documents.
  • Implemented strategies to increase customer satisfaction ratings after each event.
  • Consulted with clients throughout the planning process to create custom menus that fit their budget and taste requirements.
  • Managed and coordinated all aspects of catering events to ensure successful delivery of services.
  • Planned weekly schedules for team members according to staffing needs.

Education

No Degree -

Somerset Community College
London, KY
01.2003

High School Equivalent Diploma -

Laurel County Board of Education
London, KY
01.1998

Skills

  • Customer service
  • Problem solving
  • Team collaboration
  • Time management
  • Event coordination
  • Call center experience
  • Customer relations
  • De-escalation techniques
  • Telephone etiquette
  • CRM software
  • Good communication skills
  • Excellent written and oral communication
  • Script adherence
  • Warranty service
  • Microsoft Office Suite
  • Inbound and outbound calling
  • Creative problem solving
  • Salesforce usage
  • Zendesk usage
  • Shopify
  • Customer service systems
  • Customer support tools

Timeline

Customer Service Specialist

VCare Technologies
01.2021 - 01.2025

Customer Service Agent

General Dynamics
01.2016 - 01.2018

Catering and Events Manager

Chef on the Run
01.2009 - 01.2010

No Degree -

Somerset Community College

High School Equivalent Diploma -

Laurel County Board of Education

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Kelly Wagers