Kelsey Fausett
Riverton,UT
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
14
14
years of professional experience
Work History
Customer Support Engineer
NEOGOV
10.2022 - Current
- Provide expert level phone and web support, training and best practice coaching for 3 complex HR software modules for all customers
- Replicate reported issues in test environment and escalate QA's to team leads when necessary
- Communicate and collaborate with other departments and team members to ensure high quality, easy-to-use execution of support process to achieve high levels of customer satisfaction
- Utilize ticketing system to track customer requests and prioritize urgent needs.
- Consistently meet SLA and CSAT goals individually and as a team/department
Applicant Support Specialist
NEOGOV
08.2022 - 10.2022
- Provide phone, technical and email support to high volume of applicants who use platform to apply for open jobs within the public sector
- Provide patient and friendly demeanor while assisting applicants
- Use critical thinking and problem-solving skills to provide creative solutions to issues at hand
Menu Specialist
ChowNow
03.2020 - 07.2022
- Maintain average scores above set QA minimum
- Regularly exceed monthly production goals by 5% or more
- Trained to handle CCPA requests and assisted in processing backlog
- Pilot projects aimed to increase productivity and quality standards
- Earn available badges to assist with corresponding projects including menu issues and new hire menu reviews
- Work directly with QA to assist with Otter integration through test score API project
- Menu build shadowing for new hire training as well as shadowing for Engineer and Design teams to show and provide feedback on how to improve menu editor software
Customer Service Representative
C3 Communications
03.2014 - 08.2014
- Professionally handle high volume of incoming calls and resolve customer issues via first call resolution guidelines
- Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers regarding benefits
- Utilize and navigate multiple systems simultaneously
- Consistently meet performance milestones in speed, accuracy, and volume
Lead Teacher
La Petite Academy
07.2011 - 03.2014
- Create and lead curriculum designed to promote physical, mental, and social development for Toddler and Pre-K programs
- Transport children between childcare center and school by the center's bus
- Transport children, to/from, and chaperone them for all field trips during summer program
- Lead tours of facility for potential enrollment families to familiarize them with center and its programs
- Perform opening procedures including preparing daily curriculum, checking for new enrollments, prepping morning snack
- Maintain CPR and First Aid certification
- Attend yearly training in early childhood education
Sales Associate/Floor Supervisor
Ross
06.2009 - 07.2011
- Assist in assembling and placing marketing displays for sales floor, prior to store's opening
- Conduct onboarding training sessions for new hires
- Oversee maintenance of sales floor
- Work alongside loss prevention team to monitor inventory shrinkage and follow company procedures to minimize shrink
- Perform cashier duties and provide product assistance when needed
- Cross-train and provide back-up for other sales associates when needed
- Perform store closing procedures, including counting cash drawers, restocking inventory and assigning cleaning duties
- Awarded employee of the month for work as a Team Leader
Education
High School Diploma -
Itineris Early College High School
West Jordan, UT06.2009
General Studies
Salt Lake Community College
West Jordan, UTSkills
- Team Leadership
- Customer Support
- Active Listening
- Software as a Service (SaaS)
- Technical Support
- Time Management
- Communication
- Salesforce
- Google Suite
- Microsoft Windows and Office
- JIRA
Timeline
Customer Support Engineer
NEOGOV
10.2022 - Current
Applicant Support Specialist
NEOGOV
08.2022 - 10.2022
Menu Specialist
ChowNow
03.2020 - 07.2022
Customer Service Representative
C3 Communications
03.2014 - 08.2014
Lead Teacher
La Petite Academy
07.2011 - 03.2014
Sales Associate/Floor Supervisor
Ross
06.2009 - 07.2011
High School Diploma -
Itineris Early College High School
General Studies
Salt Lake Community College
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