Kelsey J Douglas
Lithonia,Ga
Summary
My goal is to become associated with a company where I can utilize my skills and gain further experience while enhancing the company’s productivity and reputation. I have always had a passion to help those indeed that were unable to do for themselves. Organization, self driven and being well rounded has helped me in my many fields of work. Skill highlight customer service advanced computer skills ,energetic work attitude ,strategic sales, money processing ,data entry, market merchandises, CRM software , saleforce, hubspot. clinical measurement (vital signs) multitasking verbal and written communication. Experienced Customer Service Representative with 7 plus years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
9
9
years of professional experience
Work History
Call center customer service rep
MooveGuru
03.2020 - 07.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
Security Guard
Allied universal security
12.2019 - 07.2021
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
- Responded quickly to emergency situations to assess and deflect issues.
- Completed full building and grounds patrols to spot and investigate concerns.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
Team Lead
Target
02.2019 - 08.2020
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
PCA/Caregiver/Direct Care Aide
ResCare Homecare
10.2015 - 02.2019
- Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
- Planned, prepared, and served meals and snacks according to prescribed diets.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Documented residents' mental status, sleep, and eating patterns in medical record books.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
Call Center Sale Rep
Telepeformance
02.2014 - 09.2017
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
No Degree - Nursing Assistance
Albany State University
Albany, GAAssociate of Science - Nursing Science
Herzing University
Atlanta, GA05.2025
High School Diploma -
South Gwinnett High School
Snellville, GA05.2011
Skills
- Documentation
- Carrier Relations
- Efficient Data Entry
- Cultural Awareness
- Brand Promotion
- Customer Data Confidentiality
- Sales Quota Achievement
- Policy and Procedure Adherence
- Customer Retention Strategies
- Online Chat
- Fraud Detection
- Sales and Upselling
- Livechat Messaging
- Customer Satisfaction
- Call Controlling
- Program Leadership
- Microsoft Office
- Written and Oral Communications
- Patient Profiles
- Database Maintenance
- Information Updates
- High-Volume Environments
- Customer Support
- Invoice Preparation and Processing
- Medical Triage
- Infection Control Standards
- Healthcare Expertise
- Emergency Response
- Medical Inventory Management
- Taking Vital Signs
- Computerized Maintenance Management Systems
Timeline
Call center customer service rep
MooveGuru
03.2020 - 07.2023
Security Guard
Allied universal security
12.2019 - 07.2021
Team Lead
Target
02.2019 - 08.2020
PCA/Caregiver/Direct Care Aide
ResCare Homecare
10.2015 - 02.2019
Call Center Sale Rep
Telepeformance
02.2014 - 09.2017
No Degree - Nursing Assistance
Albany State University
Associate of Science - Nursing Science
Herzing University
High School Diploma -
South Gwinnett High School
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