Kelsey LaPoint
Wesley Chapel,FL
Summary
I am a professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Administrative Manager
Sol Lyght Detailing
02.2024 - 11.2025
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Updated reports, managed accounts, and generated reports for company database.
- Managed complex calendars, coordinating meetings and appointments to maximize executive availability and effectiveness.
- Verified customer information for orderly, up-to-date online systems.
- Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
Home Inspector
InspectorADE
03.2022 - 02.2024
- Maintained high ethical standards by providing unbiased assessments of homes'' conditions.
- Completed inspections within tight deadlines, ensuring client transactions remained on schedule.
- Streamlined inspection processes by implementing time-saving techniques and tools.
- Enhanced client satisfaction by conducting thorough and accurate home inspections.
Call Center Representative
The General Insurance
06.2021 - 02.2022
- Built strong relationships with clients through consistent communication and excellent customer service.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
Call Center Representative
Cigna Insurance Company
10.2019 - 06.2021
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Billing Specialist
Adecco
04.2019 - 10.2019
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
- Assisted in transition to electronic billing, reducing paper waste and improving operational efficiency.
Call Center Representative
Cornerstone
12.2018 - 04.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Cashier Team Lead
Freshii
03.2018 - 11.2018
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Communicated with customers and team members to solve problems.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Developed strong relationships with repeat customers through friendly service interactions.
Visual Supervisor
JCPenney
02.2017 - 01.2018
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Coordinated with stock team to expedite restocking of high-demand items.
- Coordinating with my team every morning to ensure efficient and timely tasks are completed
Overnight Baker
Dunkin’ Donuts
07.2017 - 11.2017
- Produced consistently high-quality baked goods for customers.
- Complied with health and safety codes to protect staff and customers.
- Operated and maintained bakery equipment, including ovens and mixers.
- Collaborated with team members to complete tasks and maintain smooth running of bakery.
- Operated cash registers and processed payments accurately.
Retail Sales Associate
JCPenney
01.2016 - 01.2017
- Answered questions about store policies and addressed customer concerns.
- Enhanced store appearance and shopping experience with meticulous shelf organization and cleanliness.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Trained new employees in sales techniques and store procedures, improving team effectiveness.
- Managed efficient cash register operations.
Education
Diploma -
Wesley Chapel High School
2017
Skills
- Customer service
- Critical thinking
- Active listening
- Data entry
- Problem resolution
- Call center experience
- Payment processing
- Scheduling
- Administrative support
- Staff training
- Staff management
- Home inspections
- Adaptive
Timeline
Administrative Manager
Sol Lyght Detailing
02.2024 - 11.2025
Home Inspector
InspectorADE
03.2022 - 02.2024
Call Center Representative
The General Insurance
06.2021 - 02.2022
Call Center Representative
Cigna Insurance Company
10.2019 - 06.2021
Billing Specialist
Adecco
04.2019 - 10.2019
Call Center Representative
Cornerstone
12.2018 - 04.2019
Cashier Team Lead
Freshii
03.2018 - 11.2018
Overnight Baker
Dunkin’ Donuts
07.2017 - 11.2017
Visual Supervisor
JCPenney
02.2017 - 01.2018
Retail Sales Associate
JCPenney
01.2016 - 01.2017
Diploma -
Wesley Chapel High School