Kelsey Jackson
Covington,KY
Summary
Customer Service Specialist with over 10 years of fast paced call center and office experience. Strong communication and interpersonal skills with a focus on active listening and emotional intelligence. Passionate about helping people by finding creative and fast solutions.
Overview
11
11
years of professional experience
Work History
Customer Success Representative
Signature Hardware
Erlanger, KY
08.2021 - Current
- Managed Customer Interactions: Handled an average of 70-100 customer inquiries daily through chat, phone, and email, providing prompt and effective resolutions
- Issue Resolution: Resolved customer issues on the first contact by quickly diagnosing and addressing their concerns
- Product Knowledge: Maintained comprehensive knowledge of Signature Hardware products to assist customers accurately
- Customer Satisfaction: Maintained a 99% ZenDesk customer satisfaction score by providing exceptional customer service.
Customer Service Representative
Regal Beloit
Florence, KY
03.2020 - 08.2021
- Answers customer questions on order status, account status, pricing, or product following established procedures to resolve issues
- Works with warehouse associates to expedite rush orders for top customers
- Uses computer software to check order information, determine availability of products and provide a quote.
Operations Support/Print and Marketing Specialist
Staples
Florence, KY
11.2013 - 01.2020
- Accurately processed and resolved multiple incoming customer service contacts via chat, phone, and email to determine customer needs, identify problems, direct customers to appropriate resources, resolve customer problems directly and make any necessary callbacks
- Placed customers' orders and worked to cross sell and up sell Staples products
- Applied active listening skills to quickly filter through complex issues
- Reviewed orders for fraudulent activity.
Education
Communications
Marymount Manhattan College
New York, NY01-2010
High School Diploma -
Beechwood High School
01-2009
Skills
- Ability to address and resolve customer inquiries effectively
- Effective time management and ability to prioritize tasks efficiently
- Commitment to accuracy in all tasks, ensuring high-quality outcomes
- Proficiency in identifying issues and implementing effective solutions
- Ability to collaborate with team members and interact professionally with clients
- Familiarity with Microsoft Outlook and other relevant software applications
- Experience in analyzing data to inform decision-making processes
Timeline
Customer Success Representative
Signature Hardware
08.2021 - Current
Customer Service Representative
Regal Beloit
03.2020 - 08.2021
Operations Support/Print and Marketing Specialist
Staples
11.2013 - 01.2020
Communications
Marymount Manhattan College
High School Diploma -
Beechwood High School