Summary
Overview
Work History
Education
Skills
Timeline
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Kelsey Geibel

Waco,TX

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

5
5
years of professional experience

Work History

Program Manager

Support Services Group
04.2022 - Current
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.
  • Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
  • Coached team members on professional development opportunities, contributing to improved overall performance.
  • Delivered high-quality results by setting performance metrics and monitoring progress against targets.
  • Devised creative solutions to critical customer and user needs.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Launched quality assurance practices for each phase of development
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Identified key high-traffic, consumer-centric locations and built rapport with prospective clients.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
  • Developed quality employees within call center to take over leadership positions.
  • Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.

Customer Service Representative

Support Services Group
04.2019 - 12.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

High School Diploma -

Coronado High School
Fort Myers

Skills

  • Problem-Solving
  • Project Management
  • Detail Oriented
  • Strategic Planning
  • MS Office Applications
  • Training and Development
  • Typing speed 60 WPM

Timeline

Program Manager

Support Services Group
04.2022 - Current

Customer Service Representative

Support Services Group
04.2019 - 12.2021

High School Diploma -

Coronado High School

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Kelsey Geibel