Kelsey Brent
St Louis,MO
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Magellan Health
01.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Warehouse Lead
Dalton Logistics
02.2019 - 01.2021
- Trained employees on equipment operation and safety protocols.
- Loaded, unloaded, and sorted cargo as part of accurate and efficient weekly shipments.
- Supervised warehouse operations by managing employees during shifts.
- Oversaw daily operations and shipping and handling processes.
- Managed day-to-day operations of warehouse, freight and parcel shipments, returns, and transfers.
- Promoted safety policies and practices among personnel, enforcing appropriate handling and use of equipment and products.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Used hand-held scanners and physical logs to accurately track item movements.
Customer Service Manager
Walmart.com
02.2018 - 10.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
2nd Assistant Manager
Menards
07.2016 - 05.2018
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Mentored team members to enhance professional development and accountability in workplace.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Education
High School Diploma -
Ritenour Sr. High School
St Louis, MO05.2014
Skills
- Account Management
- Grammar
- Document Control
- Credit Card Payment Processing
- Call Triaging
- Active Listening
- Records Preparation
- Staff Training
- Delivery Scheduling
- Critical Thinking
- Call Center Operations
- Customer Account Management
- Typing Proficiency
- Computer Proficiency
- Customer Consulting
- Microsoft Excel
- Conflict Resolution
Timeline
Customer Service Representative
Magellan Health
01.2021 - Current
Warehouse Lead
Dalton Logistics
02.2019 - 01.2021
Customer Service Manager
Walmart.com
02.2018 - 10.2019
2nd Assistant Manager
Menards
07.2016 - 05.2018
High School Diploma -
Ritenour Sr. High School
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