Kendra Henderson
Richmond,VA
Summary
Positive, upbeat Customer Service Representative brings more than 10 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
City Of Richmond Public Utilities
05.2017 - Current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
- Answered incoming telephone calls to provide store, products, and services information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Reviewed account and service histories to identify trends and resolve issues.
- Set up and activated customer accounts.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Upheld privacy and security requirements for customer information.
- Exceeded company productivity standards on consistent basis.
- 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.
- Adjusted accounts when warranted (i.e. water leaks, crossed meters, over/under billing, back billing, etc.)
- Assist line coverage
- Answered, de-escalated & solved supervisor escalated calls.
- Provided onboarding and guidance to other customer service representatives.
- Provided face-to-face assistance to customers.
- Created and updated spreadsheets when needed to match business needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Team Lead
Chick-fil-A
10.2011 - 05.2017
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Fostered positive employee relationships through communication, training and development coaching.
- Counted inventory, resolved discrepancies, and completed paperwork to keep system accurate and current.
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
- Documented production levels and materials used to keep management informed.
- Collaborated with management team to implement new work procedures or policies.
- Worked closely with shipping, warehouse, and other personnel to coordinate movements and keep workflows smooth.
- Rotated through series of different stations based on team needs.
- Followed staffing strategies to achieve production goals.
- Kept work areas clean, neat, and free of safety hazards to maximize efficiency.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Conducted inspections of equipment before, during, and after shifts to prevent project delays and resolve issues.
- Allocated resources and organized processes within assigned area of responsibility to drive efficiency and productivity.
- Utilized coaching and leadership principles to enhance internal and external team dynamics.
Education
High School Diploma -
Huguenot High School
Richmond, VA06.2012
Skills
- Report generation
- Credit card payment processing
- Report creation
- Senior leadership support
- Office equipment proficiency
- Shipping and receiving understanding
- Inbound and Outbound Calling
- Quality control
- Stockroom procedures
- Product organization
- Problem-solving abilities
- Microsoft Office expertise
- Retail sales customer service
- Call Center Operations
- In-store support
- Conflict mediation
- Courteous demeanor
- Project management abilities
- Adaptive team player
- Store maintenance
- Customer relations
- High-energy attitude
- Report Preparation
- Active Listening
- Staff Training
- Senior Leadership Support
- Microsoft Excel
- Report Creation
- Microsoft Outlook
- Critical Thinking
- Customer Data Confidentiality
Timeline
Customer Service Representative
City Of Richmond Public Utilities
05.2017 - Current
Team Lead
Chick-fil-A
10.2011 - 05.2017
High School Diploma -
Huguenot High School
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