Kelsey Pleasant
Dacula,GA
Summary
Experienced Customer Service Representative with over 5 years of proven track record. Efficiently addresses customer inquiries through active listening and strategic questioning to provide tailored solutions. Maintains a friendly and professional demeanor while handling diverse customer needs in fast-paced call center settings. Expertly manages workflow to maximize team capabilities and achieve service objectives.
Overview
10
10
years of professional experience
Work History
Stay at Home Mom
Myself
Dacula, GA
02.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Customer Service Representative
RELX
El Paso, TX
08.2022 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
Customer Service Representative
Carter's
Braselton, GA
01.2019 - 05.2020
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Delivered service and support to each customer, paving way for future business opportunities.
- Inbound calls, answering emails and chatting with customers directly
CSR/Customer Relations Representative
24/7 Intouch Call Center (EXPRESS)
Altamonte Springs , FL
12.2014 - 12.2018
- Exceeding service level agreements with one call resolution.
- Logged customer information into database and updated client cases related to conflict resolution.
- Providing corporate policies to assist customers in a friendly manner.
- Inbound phone service representing corporate supervisor regarding in store experiences and in store transactions.
- Answered 90+ inbound calls or emails per day and directed to designated individuals or departments.
- Maintained 90% satisfaction rating with customers by providing exceptional service and support.
Education
GED -
William R Boone High School
Orlando, FLSkills
- Proficient In Inbound and outbound calling
- Transaction Processing
- Billing Adjustments and Refunds
- Proficient In Microsoft Office
- Average 40wpm
- Friendly, Positive Attitude
- Detail Oriented
- Follow-up skills
- LiveChat Messaging
- Data entry
Timeline
Stay at Home Mom
Myself
02.2023 - Current
Customer Service Representative
RELX
08.2022 - 02.2023
Customer Service Representative
Carter's
01.2019 - 05.2020
CSR/Customer Relations Representative
24/7 Intouch Call Center (EXPRESS)
12.2014 - 12.2018
GED -
William R Boone High School