Kelvin Conley

• Effectively managed a high-volume of inbound and outbound customer calls.
• Addressed and resolved customer product complaints empathetically and professionally.
• Gathered and verified all required customer information for tracking purposes.
• Defused volatile customer situations calmly and courteously.
• Accurately documented, researched and resolved customer service issues.
• Mastery of customer service management systems and databases.
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
• Referred unresolved customer grievances to designated departments for further investigation.
• Resolved service, pricing and technical problems for customers by asking clear and specific questions.
• Initiated operations improvements to improve overall call center productivity.
• Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
• Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Enthusiastic and customer service-oriented Barber with 7-plus-year track record of providing great hairdressing services to clients from different backgrounds.  Highly skilled in providing salon services pertinent to haircuts, shaves and trimming. Thorough understanding of modern hairstyles and trends. Proficient in carrying out sanitation procedures on equipment and while performing a procedure. A friendly individual who has a positive attitude, excellent communication skills and ability to work without direct supervision.