Kendal Knight
Customer Service Representative
Gastonia,NC
Summary
Trained in project and time management with extensive knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Personable Customer Service professional offering experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Successful Customer Service Representative with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability. Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Alorica
WAH, WAH
07.2022 - Current
- 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.
Customer Service Representative
Omni Interactions/Independent Contract
WAH, WAH
01.2022 - 07.2022
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing, and support policies and procedures.
- Facilitated inter-departmental communication to effectively provide customer support.
- Promptly responded to inquiries and requests from prospective customers.
- Effective liaison between customers and internal departments.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Maintained up-to-date knowledge of product and service changes.
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
Customer Care Representative
Nordstrom Rack
WAH, WAH
10.2021 - 01.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Described product highlights and benefits to help guide purchasing decisions.
CSR, Sales
Valor Global
WAH, WAH
07.2021 - 10.2021
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Solved customer challenges by offering relevant products and services
- Answered constant flow of customer calls with minimal wait times
Customer Service Agent
Arise Work From Home
WAH, WAH
03.2021 - 07.2021
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Assisted call-in customers with questions and orders.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Educated customers on company systems, form completion, and access to services.
- Entered customer information into customized computer system with VMware, Microsoft Office and ASD to document and organize client records.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Responded proactively and positively to rapid change.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Adapted to new applications and maintained knowledge of current technologies.
- Communicated professionally with colleagues and clients.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Resolved over 50 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management
Customer Service Representative Agent
TTEC
WAH, WAH
05.2020 - 03.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Managed over 70 customer calls per day.
Maintenance Crew Member
Walmart
Belmont, NC
12.2019 - 03.2020
- Sanitized restrooms using such chemicals as ammonia to reduce spread of germs.
- Reduced opportunities for theft and trespassers by securing all entrances and exits.
- Followed instructions, both orally and written from Team Manager regarding daily job tasks and duties.
- Quickly responded to internal service calls regarding operations, breakage and safety, improving overall employee satisfaction by 55%
Customer Service Associate
Nichols Foodservice
Belmont, NC
08.2019 - 12.2019
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Helped average of 80+ customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
Lead Customer Service Representative
Circle K Convenience
Gastonia, NC
01.2017 - 07.2019
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Planned schedules and workflows based on expected customer demands.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Conferred with senior management to handle and correct disciplinary or knowledge issues.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating
Education
High School Diploma -
South Point High School
Belmont, NC06.1989
Skills
- Complaint resolution
- Customer Relations
- Exemplary work ethic
- Service-oriented self-starter
- Microsoft Office Suite proficiency
- Empathetic and genuine
- Professional telephone demeanor
- Money handling abilities
- Good listening skills
- CRM
- Key holder experience
- Multi-line phone talent
Timeline
Customer Service Representative
Alorica
07.2022 - Current
Customer Service Representative
Omni Interactions/Independent Contract
01.2022 - 07.2022
Customer Care Representative
Nordstrom Rack
10.2021 - 01.2022
CSR, Sales
Valor Global
07.2021 - 10.2021
Customer Service Agent
Arise Work From Home
03.2021 - 07.2021
Customer Service Representative Agent
TTEC
05.2020 - 03.2021
Maintenance Crew Member
Walmart
12.2019 - 03.2020
Customer Service Associate
Nichols Foodservice
08.2019 - 12.2019
Lead Customer Service Representative
Circle K Convenience
01.2017 - 07.2019
High School Diploma -
South Point High School