Summary
Overview
Work History
Education
Skills
Timeline
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Kelly White

Pasadena

Summary

Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.

Customer service professional with proven track record in delivering high-quality support in call center environment. Known for reliability and adaptability in meeting customer needs. Adept at fostering teamwork and achieving results through effective collaboration and customer engagement.

Experienced with managing customer interactions and providing effective solutions. Utilizes communication with Team Leads if necessary to further address customer concerns promptly. Knowledge of fostering positive customer relationships and maintaining high service standards.

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Diligent Customer Service Agent with solid background in call center customer service. Efficiently handled customer inquiries and resolved issues, contributing to high customer satisfaction levels. Demonstrated strong communication and problem-solving skills.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Centerpoint Energy Inc
10.2023 - 08.2025


  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Call Center Sales Representative

Rent To Own Services
05.2021 - 10.2023
  • Assisted in the development of software solutions for clients.
  • Participated in code reviews and team meetings.
  • Contributed to the documentation of software processes.
  • Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
  • Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
  • Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
  • Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
  • Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
  • Contributed to positive work environment by assisting colleagues with problem-solving and skill development.
  • Maintained high-quality standards through thorough knowledge of products, services, and company policies.
  • Demonstrated flexibility by adapting to shifting call center priorities and adjusting strategies accordingly for optimal outcomes.
  • Adapted communication style according to diverse clientele backgrounds for better connection and rapport building during calls.
  • Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Asked relevant questions to assist customers with selecting needed or requested products and services.

Substitute Teacher, K-12

La Porte ISD
04.2012 - 06.2019
  • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
  • Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Managed classroom behavior effectively, implementing clear expectations and consistent consequences for all students.
  • Upheld classroom routines to support student environments and maintain consistent schedules.
  • Supervised lunchroom and recess activities.
  • Maintained day-to-day classroom management and discipline to promote learning initiatives.
  • Kept accurate and current attendance records and assignment sheets to maintain file compliance.
  • Followed lesson plans designed by absent teachers.
  • Enforced school and class rules to maintain order in classroom.
  • Implemented classroom management techniques to maintain positive learning environment.
  • Utilized variety of instructional strategies to meet individual student needs.
  • Monitored student performance and provided feedback to inform instruction.
  • Monitored student behavior and administered discipline as needed.
  • Developed creative instructional strategies to keep students engaged and motivated.
  • Documented student progress and provided regular updates to parents.
  • Developed and implemented behavior management plans for students with challenging behavior.

Education

Associate of Arts - Data And Coding

San Jacinto College
Pasadena, TX
06-2027

Skills

  • Customer service
  • Prioritization
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Relationship building
  • Complaint handling
  • Computer proficiency
  • Complaint resolution
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Follow-up skills
  • Product knowledge
  • Team development
  • Documentation
  • Microsoft Office Suite
  • Data collection
  • Customer relationship management (CRM)
  • De-escalation techniques
  • Quality control
  • Dispute resolution
  • Multi-line phone talent
  • Coordination
  • Assertiveness
  • Order fulfillment
  • Recordkeeping strengths
  • Reading comprehension
  • Office equipment proficiency
  • Proofreading
  • CRM software
  • Information security
  • CRM software proficiency
  • [Software] CRM system proficiency
  • Service standard compliance

Timeline

Customer Service Representative

Centerpoint Energy Inc
10.2023 - 08.2025

Call Center Sales Representative

Rent To Own Services
05.2021 - 10.2023

Substitute Teacher, K-12

La Porte ISD
04.2012 - 06.2019

Associate of Arts - Data And Coding

San Jacinto College
Kelly White