Summary
Overview
Work History
Education
Skills
Languages
Education and Training
Timeline
Generic

Kelsi Gaither

Alabaster

Summary

Dynamic and results-driven call center representative with a proven track record of excelling in fast-paced environments, dedicated to enhancing client retention and loyalty. Possesses in-depth knowledge of industry terminology, products, and services, complemented by strong technical skills and meticulous attention to detail. Recognized for effective communication and problem-solving abilities, consistently delivering tailored solutions to diverse customer needs. Three years of experience in resolving inquiries and documenting call details, committed to providing exceptional service that contributes to overall company success.

Overview

11
11
years of professional experience

Work History

Customer Support Specialist

Hilltop Contracters
03.2018 - 05.2025
  • Organized office events and arranged appointments with clients.
  • Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
  • Answered and directed incoming calls using multi-line telephone system.
  • Processed payments and updated accounts to reflect balance changes.
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
  • Scheduled and confirmed appointments.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Sorted incoming mail and directed to correct personnel each day.
  • Greeted and directed visitors to appropriate personnel and answered average of 50 to 80 calls and emails daily.
  • Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling.
  • Answered telephones and greeted visitors to assist, answer questions and direct.
  • Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions.
  • Drafted business correspondence, memos and meeting minutes.
  • Maintained professional tone at all times, including during peak rush hours remotely from home
  • Handled multi-line phone system and directed calls and messages for staff of

Remote: Phone Representative

Protective Life Insurance Company
06.2014 - 03.2018
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Consistently met performance benchmarks by resolving customer issues.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Conducted audits on customer account data to pinpoint discrepancies.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Consulted with customers to resolve service and billing issues.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Updated customer accounts, addresses and contact information within call management databases.

Education

Associate of Applied Business - Business Administration And Management

Wallace State Community College
Hanceville, AL
05.2016

High School Diploma -

Hayden High School
Hayden, AL
05.2012

Skills

  • Courteous and Professional
  • Project Coordination
  • Appointment Scheduling
  • Security Understanding
  • Multi-Line Phone Systems
  • Technologically Savvy
  • Customer Complaint Resolution
  • Data Entry and Database Software
  • Recordkeeping and Bookkeeping
  • Document Control
  • Administrative Support
  • Customer Service
  • Attention to Detail
  • Meticulous and Organized
  • Organization and Efficiency
  • Multi-Line Telephone Skills
  • Multitasking and Prioritization
  • Positive Attitude and Energetic
  • Microsoft Office Suite
  • Scheduling and Calendar Management
  • Documentation and Reporting
  • Business Operations Understanding
  • Research and Data Analysis
  • Customer Service-Oriented
  • Certified Microsoft Office Specialist
  • Prioritization and Time Management
  • Call Answering and Routing
  • Microsoft Office
  • Records Management
  • Computer Proficiency
  • Verbal and Written Communication
  • Data Entry
  • Reliable and Punctual

Languages

Spanish
Limited

Education and Training

  • Communication: Includes active listening, clear verbal and written communication, nonverbal cues, and maintaining eye contact during virtual meetings.
    Problem Solving: The ability to analyze customer issues and provide effective solutions.
    Patience and Empathy: Maintaining a positive attitude, dealing with irate customers calmly, and understanding their perspective.
    Adaptability: Adjusting to changing customer needs, new technologies, or unforeseen circumstances.
    Time Management: Effectively prioritizing tasks and managing customer interactions efficiently.
  • Technical Skills:Computer Literacy: Proficiency in using computer systems, software, and digital communication tools.
    Typing Skills: Important for handling live chat interactions and documenting customer information.
  • Familiarity with Tools: Navigating between multiple computer screens, using CRM software, call center systems, and other communication tools.

Timeline

Customer Support Specialist

Hilltop Contracters
03.2018 - 05.2025

Remote: Phone Representative

Protective Life Insurance Company
06.2014 - 03.2018

High School Diploma -

Hayden High School

Associate of Applied Business - Business Administration And Management

Wallace State Community College

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