Kelly Elizabeth Groves
Albuquerque,NM
Summary
Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support. Successful Customer support specialist with 16 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Customer Care Specialist/Escalation Specialist
Bread Financial
01.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took ownership of customers issues to follow problems through to resolution.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Responded to customer inquiries via phone, email and web-based platforms.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Care Team Lead .
Bread Financial
07.2016 - Current
- Recognized outstanding achievements among team members through structured reward programs.
- Facilitated regular team meetings to discuss goals, challenges, and best practices for continued success.
- Collaborated with management to develop strategies for improving overall customer experience.
- Assisted in hiring decisions by conducting interviews and evaluating potential candidates for the Customer Care Team Lead position.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Monitored call center metrics to keep track of individual and team performance against set targets.
- Provided constructive feedback to team members on their performance, encouraging continuous learning and development.
- Mentored new team members, fostering a positive work environment and promoting professional growth.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
Customer Service/Sales Associate
Lowes Home Improvement
01.2014 - 01.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
BBA - Business Administration
University of Phoenix
Albuquerque, NM01.2012
Skills
- Payment Processing
- Quality Assurance
- Product support
- Cross-Functional Collaboration
- Customer Account Management
- Multi-Line Phone Systems
- Customer Relationship Management (CRM)
- Teamwork and Collaboration
- Inbound Customer Service
- Problem Resolution
Timeline
Customer Care Specialist/Escalation Specialist
Bread Financial
01.2023 - Current
Customer Care Team Lead .
Bread Financial
07.2016 - Current
Customer Service/Sales Associate
Lowes Home Improvement
01.2014 - 01.2016
BBA - Business Administration
University of Phoenix
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