Summary
Overview
Work History
Education
Skills
Timeline
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KELLY WOODS

Dallas,TX

Summary

Dedicated customer service specialist with a strong understanding and proven ability to provide exceptional customer service. Skilled in conflict resolution, account management, and creative problem-solving. Possesses confident decision-making skills and sound judgment to quickly identify and resolve issues. A creative thinker who offers insights and ideas that drive business growth and improvement. Recognized for contributions with 6 agent of the month awards since 2021 and a consistent 98% CSAT score. Seeking a challenging role to leverage interpersonal and technical skills for ongoing professional development.

Overview

12
12
years of professional experience

Work History

Remote Senior Resolution Coordinator

Walmart Inc.
Ft. Worth , TX
10.2021 - Current
  • Handles 30-50 contacts daily, swiftly addressing their concerns and resolving issues
  • Uses Medallia to monitor calls to provide agent coaching and support to new hire nesting classes
  • ACE agent that provides resolution for billing, fraud, membership, and tax exemption issues
  • Communicates clearly and persuasively in positive and negative situations
  • Leads team meetings to identify trends and areas for improvement and provide feedback to supervisors.
  • Mentors and coaches new hires, equipping them with essential skills and knowledge to excel in their roles and enhance overall team performance.
  • Consistently exceeds performance expectations and metrics
  • Collaborates with cross-functional teams to identify common call drivers and reduced repeat calls by 30% and membership cancellations by almost 35% in 2023
  • Recruited for special projects: Repeat Team, Pharmacy Team,In Home Rollout, Retention Team, Escalation Team, Business Specialty Team

Census Enumerator

US Census Bureau
Dallas , TX
08.2020 - 11.2020
  • As a 2020 Census Enumerator I conducted in-person interviews with citizens to collect information about local communities to help build comprehensive records for lawmakers. As Team Leader, I also
  • Assisted with orientation and training of new team members
  • Led team in role-playing exercises to help them learn how to gain the cooperation of those being interviewed
  • Conducted Employee Field Evaluations of team member's performance
  • Utilized various data collection methods and tools to capture data in a timely and efficient manner
  • Utilized effective communication strategies to build trust and rapport to achieve a higher rate of participation
  • Provided support to those who fell behind with tasks or encountered difficulties in the field
  • Developed a thorough understanding of survey objectives and protocols to ensure accurate data collection and participant confidentiality

Personal Assistant

JenRo Beauty
Dallas, TX
08.2018 - 07.2020
  • Provided daily support to run and maintain an online personal business. Responsibilities included market research, maintaining inventory; shipping and receiving; product inspection, handling, design, packaging, and labeling.

Administrative Assistant

Lanson B Jones & Co
Houston, TX
01.2013 - 07.2013
  • First person of contact who greeted and assisted all clients
  • Key holder, responsible for opening office each workday
  • Typed documents such as correspondence, memos, and emails for management
  • Opened, sorted, and distributed incoming messages and correspondence
  • Responsible for keeping accurate client records and up to date permits
  • Responsible for keeping inventory & ordering office supplies

Education

AAS - Social Work

Dallas College Eastfield Campus
Mesquite, TX
05.2015

Skills

  • Customer service optimization
  • Conflict resolution
  • Analytical & problem solving skills
  • Strong communication & interpersonal skills
  • Quality assurance & training support
  • Empathy and Customer-Centric Mindset
  • Proficiency in Microsoft Office
  • CSATS, AHT, VCC, Stella, and WFM systems
  • JIRA and KB articles, Zendesk and NICE
  • Motivated & Quick to Learn
  • Effective cross-team communication skills

Timeline

Remote Senior Resolution Coordinator

Walmart Inc.
10.2021 - Current

Census Enumerator

US Census Bureau
08.2020 - 11.2020

Personal Assistant

JenRo Beauty
08.2018 - 07.2020

Administrative Assistant

Lanson B Jones & Co
01.2013 - 07.2013

AAS - Social Work

Dallas College Eastfield Campus

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