Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelsia Crayton

Highland,California

Summary

Seasoned Customer Service Representative, Office Assistant Professional with a wealth of experience in providing excellent customer care, building and strengthening customer relationships, product sales, suggestive sales, and support of daily operational and administrative functions. Highly motivated in supporting sales promotions with the ability to identify the needs of customers and suggest new products while meeting and exceeding quota and sales goals. Skilled in diffusing and retaining dissatisfied customers by efficiently resolving issues and complaints with the use of approved company resources. Demonstrated capacity to provide comprehensive support for inbound and outbound call center operations. Adept at navigating and toggling between numerous databases for verification of customer and product information. Proficient in Microsoft Windows operating system, Mac OSX operating system as well as all Microsoft Office Programs, Adobe Writer, type 50 wpm with accuracy, and 10-key by touch.

Overview

21
21
years of professional experience

Work History

KELSIA CRAYTON
  • Responsible for troubleshooting issues and transferring funds between accounts.

Customer Services Representative

ABI DOCUMENT SUPPORT SERVICES
01.2018 - 01.2020
  • Respond to all client inquiries regarding updated status of order(s), by e-mail or phone, depending upon the client’s preference and/or the time-sensitivity of the order
  • Log all client issue, contacts and resolutions into Footprints
  • Proactively contact clients by e-mail/phone and provide clear and concise explanation to the client of any delays to orders and the reason(s) for the delay and coordinate with client on any documents and or / additional information needed
  • Offer phone support to ABI Account Executives as needed
  • Compose and prepare confidential correspondence, reports, and other complex documents
  • Create and maintain database(s) and spreadsheet files, including reviewing Salesforce to assist in identifying possible leads and/or issues
  • Update, maintain and distribute national carrier rollout documentation; including carrier lists, defense firm lists, house counsel lists, notification letters, etc.

Member Sales Representative

BUSINESS CONSUMER ALLIANCE CALL CENTER
01.2016 - 01.2017
  • Handle 180+ outbound calls per day Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors Adjusts content of sales presentations by studying the type of sales outlet or trade factor Focuses sales efforts by studying existing and potential volume of clients Submits orders by referring to price lists and product literature Keeps management informed by submitting activity and results reports, such as daily call reports, and weekly work plans Recommends changes in products, service, and policy by evaluating results and competitive developments Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies Provides historical records by maintaining records on area and customer sales Contributes to team effort by accomplishing related results as needed

Customer Services Representative

BANK OF AMERICA CALL CENTER
01.2015 - 01.2017
  • Handled 100 inbound calls assisting clients with their personal deposit accounts and inquires Ability to investigate and solve a wide variety of issues/concerns through client requests made Demonstrated knowledge of multiple products, services, and adhered to bank policies Maintained and tracked service request forms for feedback and provided thorough follow-up Resolved many escalated issues by successfully navigating through various systems Researched, advised, and educated clients with important account-related transactions

Clerical Office Assistant

SAN BERNARDINO COUNTY
01.2012 - 01.2016
  • Children and Adult Abuse Hotline/Voters Registration/IHSS Home Support Services Averaged 100-120+ inbound calls per day Performed filing tasks (e.g., file, correspondence, reports, records, documents and other materials) Performed general clerical tasks such as operating small office machinery (e.g., fax machine, copier, shredder, collator, and computer) and picking up, sending out and distributing agency mail Checked reports of child and adult abuse with system to be forwarded to county offices in the immediate vicinity for processing, as well as for Social Workers to be scheduled to investigate claims or allegations of the reports received by county seat offices Answered telephones and transferred callers wishing to report suspected child or adult abuse to Intake
  • Specialists for reports to be created
  • If none available, took messages to be returned once scheduled out by the immediate supervisor of the Intake Specialists/Social Workers Saved hundreds of thousands of dollars by creating and implementing a more efficient process flow

Mentor/Customer Relations Specialist

KELSIA CRAYTON, TIME WARNER CABLE
01.2004 - 01.2013
  • Provided managerial and training support to a high-volume call-center for this major media conglomerate
  • Handle subscriber disconnect activity, responsible for saving customers from disconnection, provide superior customer service assistance as it relates to all customer inquiries turning over up to 150 calls daily; i.e
  • Payments, service or billing issues, general information, installation, changes in service, cancellations or disconnects and other related customer questions, meet / exceed sales, retention, and quality targets, manage internal and external customer escalations, educate and instruct sales consultants with regard to competitive offers, educate employees on utilization of competitive tools available to demonstrate value to customers, research and resolve difficult customer concerns and issues, assist with special data projects, develop and manage systems and procedures for efficient office operation, department IT lead and gatekeeper, facilitate equipment repairs, prepare all memos and staff correspondence
  • Saved hundreds of thousands of dollars by creating and implementing a more efficient process flow Cut on-boarding time in half by developing a more comprehensive training program for new hires Used my broad skill set to allow the company to consolidate several positions Created a department employing existing senior agents, which allowed the company to eliminate a higher paying position Played an essential role in increasing revenue by developing multiple successful incentive programs to boost sales as well as employee morale.

Customer Service Representative

Luxury Nail Beauty Nar
01.2020 - 12.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.

Education

CERTIFIED IN MEDICAL BILLING / CODER -

AMERICAN CAREER COLLEGE

Skills

  • Calm and Professional Under Pressure
  • Needs Assessment
  • Cost Calculation
  • Market Trend Analysis

Timeline

Customer Service Representative

Luxury Nail Beauty Nar
01.2020 - 12.2022

Customer Services Representative

ABI DOCUMENT SUPPORT SERVICES
01.2018 - 01.2020

Member Sales Representative

BUSINESS CONSUMER ALLIANCE CALL CENTER
01.2016 - 01.2017

Customer Services Representative

BANK OF AMERICA CALL CENTER
01.2015 - 01.2017

Clerical Office Assistant

SAN BERNARDINO COUNTY
01.2012 - 01.2016

Mentor/Customer Relations Specialist

KELSIA CRAYTON, TIME WARNER CABLE
01.2004 - 01.2013

KELSIA CRAYTON

CERTIFIED IN MEDICAL BILLING / CODER -

AMERICAN CAREER COLLEGE

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