Summary
Overview
Work History
Education
Skills
Timeline
Generic
Kelsey Brooks

Kelsey Brooks

North Tazewell,VA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

Alorica
11.2024 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Supported sales team members to drive growth and development.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Updated databases with new and modified customer data.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Mentored junior team members and managed employee relationships.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Strengthened customer retention by offering discount options.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Excelled in exceeding daily credit card application goals.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Led on- and off-site customer support teams across multiple time zones.
  • Oversaw warranty counseling process to manage expense controls.

Customer Service Representative

Pluto Healthcare Staffing, LLC favorite
01.2023 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Promoted available products and services to customers during service, account management and order calls.

Crew Member

Dairy Queen Grill & Chill
08.2017 - 10.2019
  • Educated customers on menu items, product ingredients and nutritional values.
  • Performed cashier duties such as taking orders, collecting payments and providing change.
  • Restocked kitchen supplies including food products and utensils.
  • Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
  • Assisted in the preparation of food items such as sandwiches, salads and pizzas.
  • Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
  • Greeted customers upon arrival, provided menus and answered questions regarding menu items.
  • Provided excellent customer service to maintain a positive atmosphere for guests.
  • Adhered to health department regulations regarding food handling procedures.
  • Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
  • Assisted management team with inventory counts of food products and beverage supplies.
  • Resolved customer complaints in a professional manner.
  • Kept up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Maintained organized storage areas for food products, beverages and restaurant supplies.
  • Answered phone calls promptly to provide accurate information about menu items or prices.
  • Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
  • Interacted pleasantly with guests to deliver quality customer service.
  • Organized and restocked supplies to support operations and team productivity.
  • Served food quickly for positive guest experiences.
  • Took orders from patrons and input selections into store computer system.
  • Packed fast food products in approved containers, cups, and bags.
  • Packaged menu items into bags or trays and placed drink orders into carriers.
  • Demonstrated proper food safety practices by accurately completing quality control checklist.
  • Stocked shelves and cases with new or transferred items.
  • Upheld high standards of productivity and quality in operations.
  • Talked pleasantly with customers while taking orders and promoted positive image for business.
  • Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
  • Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
  • Restocked napkins, condiments and utensils at self-service areas during slow periods.
  • Welcomed and thanked guests to demonstrate appreciation for patronage.
  • Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
  • Scrubbed and polished counters to remove debris and food.
  • Brewed and served coffee and tea with preferred add-ins.
  • Warmly greeted visitors to promote great customer service and positive ordering experience.
  • Tailored orders to address customer allergies and gluten concerns.
  • Directed patrons to restrooms and other amenities within facility.

Shift Manager

McDonald's
04.2011 - 07.2017
  • Developed and maintained positive working relationships with staff, customers, and vendors.
  • Monitored store operations to ensure compliance with company policies and procedures.
  • Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
  • Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
  • Analyzed sales reports for trends in order to identify areas for improvement or growth opportunities.
  • Provided coaching and guidance to team members when necessary to improve performance.
  • Inspected work areas regularly for cleanliness and organization standards.
  • Managed daily cash intake by counting out registers and tabulating profits.
  • Communicated with other shift managers to facilitate continuum of customer service.
  • Helped employees accomplish tasks during peak periods.
  • Coached employees on interactions with customers to drive exceptional service.
  • Documented receipts, employee hours and inventory movement.
  • Reported employee behavioral issues, losses and customer complaints to upper-level management.
  • Directed and led employees and team members on effective operations, methods and procedures.
  • Managed schedules, accepted time off requests and maintained coverage for shifts.
  • Enforced company policies, answered coworkers' questions and trained new personnel.
  • Assigned tasks to employees and monitored productivity, performance and task completion.
  • Directed and coordinated production activities, encouraging employees to meet specifications.
  • Identified needs of customers promptly and efficiently.
  • Determined budgets, production goals and rates based on company policies and requirements.
  • Calculated labor and equipment requirements and production specifications using standard formulas to boost sustainability.
  • Evaluated and assessed personnel to identify potential candidates for promotion.
  • Ordered equipment parts and repair services during equipment breakdown to avoid further delays.

Education

High School Diploma -

Tazewell High School
Tazewell, VA
06-2012

Skills

  • Paperwork Processing
  • Consultative Sales
  • Data Entry
  • Inbound and Outbound Calling
  • Call Management
  • Data Collection
  • Scheduling
  • Account updating
  • Product Knowledge
  • Appointment Scheduling
  • Complaint resolution
  • Information Security
  • Problem Resolution
  • Schedule mastery
  • Receiving support
  • Project management abilities
  • Credit card payment processing
  • Customer Service
  • Store maintenance
  • Call Center Operations
  • Shipping and receiving understanding
  • Proofreading
  • Research
  • Computer Proficiency
  • Sales closing
  • Clerical Support
  • Report Transcription
  • Executive management support
  • Account Management
  • Administrative Support
  • Materials Transport
  • Team Development
  • High-energy attitude
  • Delivery Scheduling
  • Payment Processing
  • Client Relations
  • Order Processing
  • Problem-solving abilities
  • Grammar
  • Follow-up skills
  • Customer Relations
  • Microsoft Office Suite
  • Microsoft Excel
  • Positive and professional
  • In-store support
  • Retail sales customer service
  • Adaptive team player
  • Active Listening
  • Customer Education
  • Professional telephone demeanor

Timeline

Customer Service Representative

Alorica
11.2024 - Current

Customer Service Representative

Pluto Healthcare Staffing, LLC favorite
01.2023 - Current

Crew Member

Dairy Queen Grill & Chill
08.2017 - 10.2019

Shift Manager

McDonald's
04.2011 - 07.2017

High School Diploma -

Tazewell High School
Kelsey Brooks