Kelsey Dearden
Chula Vista,CA
Summary
Organized and dependable candidate with several years of leadership, administrative, and editorial experience. Successful at managing multiple priorities with a positive attitude. Deadline-driven employee with proven reputation for timely project completion. Willingness to take on added responsibilities to meet team goals. A team player who is respected by fellow teammates.
Overview
9
9
years of professional experience
Work History
Marketing Communications Copy Editor
Turning Point For God
11.2022 - 04.2023
- Reviewed and edited content for correct grammar and style.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
- Produced clear, concise and accurate content to reflect tone and level of authority appropriate to content.
- Recommended copy edits based on knowledge of target audience and internal and external style guides.
- Collaborated with writers and page designers to create polished, attractive copy.
- Worked with graphic artists, post-production team members and other specialists to produce captivating and successful content.
- Utilized MailChimp to prepare daily emails of e-devotionals and weekend newsletters.
Call Center Supervisor
Turning Point For God
03.2022 - 11.2022
- Supervised 13+ (in-house and remote) representatives in providing excellent customer service to callers requiring assistance for product questions, shipping/delivery issues, other troubleshooting inquiries.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Trained team members on performance metrics and consumer behavior identification.
- Executed monthly performance plans with representatives to to identify performance gaps.
- Managed scheduling for agents to foster increased productivity.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Lead Customer Service Representative
Turning Point For God
06.2019 - 03.2022
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes within internal database.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with customers and staff.
- Responded to customer calls and emails to answer questions about products and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Turning Point For God
04.2018 - 06.2019
- 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.
- Utilized customer service software to manage interactions, update account information, and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Administrative Assistant
Gafcon, Inc.
07.2014 - 04.2015
- Served as liaison between clients and outside agencies while facilitating professional and effective communication.
- Executed record filing system to improve document organization and management.
- Reviewed, disbursed, and kept record of reimbursement checks from audits.
- Coordinated and scheduled meetings and client appointments for staff meetings.
SDCCD Clerical Assistant
Gafcon, Inc.
05.2014 - 07.2014
- Managed records and data transfer, ensuring traceability.
- Utilizing mainframe computer terminals to generated data reports and update data.
- Drafted letters, compiled purchase orders, and creating curriculum outlines.
Education
No Degree - Psychology
San Diego State University
San Diego, CANo Degree - Theology
Grand Canyon University
Phoenix, AZHigh School Diploma -
Olympian High School
Chula Vista, CASkills
- Marketing Collaboration
- Content Editing
- Spelling, Punctuation and Syntax
- Leadership
- Strong Client Relations
- Respected Communicator
- Morale Improvements
- Assignment Delegation
- Data Analysis
- Workflow Processes
- Originality and Creativity
Timeline
Marketing Communications Copy Editor
Turning Point For God
11.2022 - 04.2023
Call Center Supervisor
Turning Point For God
03.2022 - 11.2022
Lead Customer Service Representative
Turning Point For God
06.2019 - 03.2022
Customer Service Representative
Turning Point For God
04.2018 - 06.2019
Administrative Assistant
Gafcon, Inc.
07.2014 - 04.2015
SDCCD Clerical Assistant
Gafcon, Inc.
05.2014 - 07.2014
No Degree - Psychology
San Diego State University
No Degree - Theology
Grand Canyon University
High School Diploma -
Olympian High School
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