Kemma Kirby
Gulfport,MS
Summary
Dynamic customer service professional with a proven track record at Lincoln Financial Group, excelling in problem resolution and relationship building. Recognized for enhancing customer loyalty through empathetic interactions and consistently exceeding performance metrics. Proficient in Microsoft Excel, leveraging data analysis to drive improvements in customer satisfaction.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Lincoln Financial Group- Remote
10.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service
Omni Interactions. Inc/Intuit- Remote
01.2021 - 08.2022
- Delivered exceptional customer service with timely communication and proactive problemsolving.
- Increased client retention with exceptional customer service and timely followups.
- Provided exceptional customer service through timely communication and professional interactions.
Financial Services Representative
Regions Bank
06.2013 - 03.2022
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
LRC Assistant
ITT Technical College
06.2016 - 09.2016
- Assisted with daily office tasks, ensuring smooth operations.
- Improved office organization by managing filing systems.
- Scheduled appointments for efficient time management.
Financial Services Representative
Trustmark Bank
10.2004 - 10.2005
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
Bank Teller
Trustmark Bank
03.2002 - 10.2004
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
Education
Associate In Business Management -
Jackson State University
Jackson, MSA.A. In Computer Skills -
East Mississippi Community College
Scooba, MS12.2003
Skills
- Microsoft Excel
- Microsoft outlook
- Microsoft PowerPoint
- Call center experience
- Problem resolution
- Relationship building
- Customer relations
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Lincoln Financial Group- Remote
10.2022 - Current
Customer Service
Omni Interactions. Inc/Intuit- Remote
01.2021 - 08.2022
LRC Assistant
ITT Technical College
06.2016 - 09.2016
Financial Services Representative
Regions Bank
06.2013 - 03.2022
Financial Services Representative
Trustmark Bank
10.2004 - 10.2005
Bank Teller
Trustmark Bank
03.2002 - 10.2004
Associate In Business Management -
Jackson State University
A.A. In Computer Skills -
East Mississippi Community College