Summary
Overview
Work History
Skills
Timeline
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Kelsey Campbell

Urbana,OH

Summary

Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.

Overview

8
8
years of professional experience

Work History

Omnichannel Customer Service Representative

Big Lots
09.2023 - 02.2025
  • Handled customer complaints and inquiries in a courteous and efficient manner
  • Responded to telephone inquiries and complaints following standard operating procedures
  • Utilized problem-solving techniques to identify solutions for complex customer inquiries
  • Processed orders, returns, and exchanges in an accurate and efficient manner
  • Logged details of customer service calls in computer system following correct protocols
  • Tracked all incoming calls and emails from customers using appropriate software applications
  • Investigated and researched issues to determine root causes and appropriate resolution methods

Customer Service Representative

Civista Bank
10.2019 - 09.2023
  • Developed strong interpersonal communication skills while interacting with customers via phone, email, and live chat
  • Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers
  • Proficiently handled high call volumes while maintaining quality service standards
  • Met performance goals and call center metrics in fast-paced performance setting
  • Assisted customers with setting up new accounts and navigating the online banking platform
  • Provided customer service to online banking users, including account inquiries, help with password resets, and troubleshooting technical issues
  • Evaluated third-party software applications used for detecting and preventing fraudulent transactions involving debit cards
  • Identified risk factors associated with debit card fraud, such as merchant type, transaction amount, and customer location

Front Desk Receptionist

Donay Life and Wellness
02.2019 - 09.2019
  • Performed data entry and administrative duties such as filing, scanning documents, updating databases
  • Updated client contact information regularly in order to keep accurate records of communications sent out
  • Maintained accurate records of all patient information including medical history, insurance plans and payment status
  • Verified insurance coverage and eligibility prior to appointments and procedures

Customer Service Representative

Aaron's Furniture
07.2017 - 01.2019
  • Developed strong customer relationships and loyalty through effective communication
  • Addressed customers courteously using suitable methods and problem-solving skills
  • Maintained an updated knowledge base of current products, services, pricing, promotions
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Utilized comprehensive furniture knowledge to guide customer searches for pieces and sets


Skills

  • Excellent customer service
  • IBM call center
  • Microsoft Teams
  • Freshworks Program
  • Cisco Jabber
  • Sprout (social media)
  • Call center experience
  • Live chat support
  • Complaint resolution

Timeline

Omnichannel Customer Service Representative

Big Lots
09.2023 - 02.2025

Customer Service Representative

Civista Bank
10.2019 - 09.2023

Front Desk Receptionist

Donay Life and Wellness
02.2019 - 09.2019

Customer Service Representative

Aaron's Furniture
07.2017 - 01.2019

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Kelsey Campbell