Kelly Wyatt
Frederick,MD
Summary
Dynamic customer service professional with extensive experience at FEMA, adept at conflict resolution and active listening. Proven track record of enhancing customer satisfaction and loyalty through empathetic complaint handling. Skilled in data entry and call management, consistently achieving high service levels while maintaining professionalism under pressure.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Department of Health Care Services
03.2023 - 10.2024
- 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.
- 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.
- 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.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Department of Health
02.2021 - 12.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Leasing Consultant
Greenbelt Station
01.2018 - 12.2021
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Conducted thorough market research to stay informed of current trends and competitor offerings.
- Provided exceptional customer service, addressing inquiries in a timely manner to maintain positive relationships with tenants.
- Greeted clients, showed apartments, and prepared leases.
- Ensured compliance with fair housing laws, keeping detailed records of all tenant interactions and transactions.
- Assisted with property management tasks, ensuring timely completion of maintenance requests and rent collections.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
Customer Service Representative
FEMA
08.2016 - 05.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Emergency Dispatcher
Homeland Security US Department
11.2014 - 08.2016
- Improved response times by prioritizing and efficiently managing emergency calls.
- Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
- Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
- Participated in ongoing professional development opportunities to stay current on best practices in emergency communications and technology advancements.
- Optimized productivity to improve on-time emergency response and life support.
- Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
- Provided life-saving assistance with medical emergencies over the phone, guiding callers through proper procedures until help arrived.
Behavior Technician
The Arc of Prince George's County
12.2011 - 09.2014
- Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
- Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
- Enhanced client progress by implementing individualized behavior intervention plans.
- Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
- Adapted therapy materials as needed to meet the unique needs of each individual client, ensuring optimal engagement during sessions.
- Worked as part of collaborative team to address changing needs of children and families.
Education
Criminal Investigations - Forensic Science
Everest College
Virginia, VaSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Professional telephone demeanor
- Call management
- Appointment scheduling
- Multi-line phone talent
Certification
- Salesforce Certified Administrator - Salesforce.
- CPR/AED Certification
- First Aid Certification
Timeline
Customer Service Representative
Department of Health Care Services
03.2023 - 10.2024
Customer Service Representative
Department of Health
02.2021 - 12.2023
Leasing Consultant
Greenbelt Station
01.2018 - 12.2021
Customer Service Representative
FEMA
08.2016 - 05.2018
Emergency Dispatcher
Homeland Security US Department
11.2014 - 08.2016
Behavior Technician
The Arc of Prince George's County
12.2011 - 09.2014
Criminal Investigations - Forensic Science
Everest College
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