Kelsi McCarroll
Kansas City,MO
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
3
3
years of professional experience
Work History
Customer Service Manager
PlugYourHoles
Kansas City, MO
11.2020 - 10.2023
- Provided exceptional customer service to ensure customer satisfaction.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Researched industry best practices in order to develop innovative approaches towards improving efficiency within the Customer Service Department.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Education
High School Diploma -
05.2019
Skills
- Information Security
- Complaint Resolution
- Handling Escalations
- Training and Mentoring
- Customer Service
- Customer Relations
- Problem-Solving
Timeline
Customer Service Manager - PlugYourHoles
11.2020 - 10.2023
Liberty High School - High School Diploma,
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