Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Quote
Timeline
Volunteer
Kendra Berry

Kendra Berry

Winston-Salem,NC

Summary

Approachable Senior Customer Service Associate with 5 years of experience facilitating positive customer experiences in a retail setting. Helpful problem-solver with flexibility in stressful situations, Accessible supervisor coaching employees through complex administrative processes and expertise delivering support services and resolving customer complaints. Trained in support software and de-escalation techniques. Well-qualified in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Sr. Customer Service Professional

EMS Management & Consultants
Winston-Salem, NC
01.2017 - Current
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Answered average of 20 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Developed and implemented office management procedures to increasing training team productivity and accuracy.
  • Monitored front areas so that questions could be promptly addressed.
  • Planned and implemented staff development and in-service training programs to enhance knowledge and skills.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.

Sales Consultant

Belk
Winston Salem, NC
02.2015 - 12.2016
  • Cold called and conducted face-to-face sales calls with C-level executives and directors in assigned sales territory.
  • Created detailed sales presentations to communicate product features and market data.
  • Cultivated lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Helped customers complete purchases, locate items and join reward programs.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Determined solutions for clients promptly and professionally.

Education

Some College (No Degree) -

Stanly Community College
Albemarle, NC

High School Diploma -

Albemarle High School
Albemarle, NC
06.2007

Skills

  • Professional telephone demeanor
  • Training development aptitude
  • Creative problem solving
  • Documentation and reporting
  • Call center operations
  • Activity Planning
  • Training
  • Staff supervision
  • Problem-Solving
  • Leadership
  • Critical Thinking
  • Keyboarding
  • Written and oral communication
  • Live Chat
  • Computer Skills
  • Decision Making
  • Coaching and mentoring
  • Teamwork and Collaboration
  • Time management
  • Live Chat
  • Computer Skills
  • Decision Making
  • Coaching and mentoring
  • Teamwork and Collaboration
  • Time management
  • Report preparation
  • Exceptional customer service

Accomplishments

  • Collaborated with a team of 10 or More in the development of Rescue Net Billing Testing Environment.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Certification

  • Certified Quality Assurance Coach

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Sr. Customer Service Professional

EMS Management & Consultants
01.2017 - Current

Sales Consultant

Belk
02.2015 - 12.2016

Some College (No Degree) -

Stanly Community College

High School Diploma -

Albemarle High School

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Kendra Berry