Kendiya Lundy
Cayce,SC
Summary
Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer abilities. Attentive Customer Service Representative with 16 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player seeking a role offering increased responsibility. Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals.
Overview
7
7
years of professional experience
Work History
customer service associate
Gap
09.2021 - 04.2023
- Alerted customers to upcoming sales events and promotions.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Shared best practices for sales and customer service with other team members to help improve the store’s efficiency.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Mentored new sales associates to contribute to the store’s positive culture.
- Worked with the management team to implement the proper division of responsibilities.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Contributed to team success by exceeding team sales goals by 35%.
- Processed cash and credit payments rapidly and accurately.
- Responded to all customer inquiries thoroughly and professionally.
- Recommended new Credit cards to customers, resulting in a 42% in add-on business.
Customer Service Representative
West Corporation
02.2018 - 10.2020
- Answered an average of 75 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Asked open-ended questions to assess customer needs.
- Routinely answered customer questions regarding merchandise and pricing.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Accurately documented, researched and resolved customer service issues.
- Defused volatile customer situations calmly and courteously.
- Identified chronic customer issues by creating and maintaining customer complaint log.
Customer Advocate
Verizon Wireless
10.2016 - 08.2018
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Cross-trained and backed up other customer service managers.
- Adhered to all confidentiality requirements at all times.
- Met all customer call guidelines including service levels, handle time and productivity.
- Solved unresolved customer issues.
- Promptly responded to inquiries and requests from prospective customers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of customer support staff.
- Facilitated inter-departmental communication to effectively provide customer support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Updated customer orders from start to finish in an accurate and timely manner.
- Effective liaison between customers and internal departments.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Managed work flow to exceed quality service goals.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Provided an elevated customer experience to generate a loyal clientèle.
- Asked open-ended questions to assess customer needs.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Achieved monthly sales goals and service performance requirements of $2000 through new customer sales.
- Answered an average of 65 calls per day by addressing customer inquiries, solving problems and providing new product information.
Education
Bachelor of Arts - Cybersecurity
Benedict College
Columbia, SC05-2025
Skills
- Outstanding interpersonal skills
- Strong work ethic
- Data entry
- Sales experience
- Basic administrative knowledge
- Detail-oriented
- Exceptional time management skills
- Team building expertise
- Cash handling and management
- Highly competitive
Accomplishments
- Extraordinary leader and problem solver looking to transition from a successful career in the military to the Transportation industry. Calm under pressure with superior time management and conflict resolution skills.
- Transportation specialist skilled in managing air transportation activities, including inbound/outbound shipping and receiving, inventory, and maintaining air movement records in multiple computer systems.
- Enthusiastic Sales Associate with more than 10years’ experience. Highly professional with extensive training in effective merchandising, sales and customer service techniques.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
customer service associate
Gap
09.2021 - 04.2023
Customer Service Representative
West Corporation
02.2018 - 10.2020
Customer Advocate
Verizon Wireless
10.2016 - 08.2018
Bachelor of Arts - Cybersecurity
Benedict College
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