Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

KENDRA MCCAULEY

Hillsborough,NC

Summary

Skilled worker with proven ability to perform a variety of tasks. Knowledgeable, quick learner, dedicated to customer service, with extensive experience in the call center industry. Solid team player with a positive demeanor and proven artistry in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.

Overview

10
10
years of professional experience

Work History

Senior Customer Service Representative

Orangetheory Fitness Call Center
Chapel Hill, NC
04.2021 - Current
  • Learned and maintained in-depth understanding of Orangetheory Fitness and Orangebook to offer knowledgeable and educated responses to diverse customer questions.
  • Made daily call audits and boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.

Operations Clerk 2

Walls Fargo
Morrisville, NC
02.2018 - 02.2020
  • Received, processed, and verified deposits from vendors
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
  • Adhered to strict procedures and production metrics
  • Constantly adapted to changing policies and an evolving work environment
  • Maintained confidentiality and a high ethical standard in an extremely secure work space
  • Audited fellow teller currency to contribute to dual-control procedures.

Cashier / Customer Service Associate

Home Depot
Hillsborough, NC
09.2015 - 10.2018
  • Answered inbound calls from customers, assessed their needs and proactively provided solutions
  • Processed will calls and made outbound calls to customers letting them know their order is ready
  • Resolve post order issues such as returns, or repairs
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Learned duties for various positions and provided backup at key times.

Client Care Specialist

Hendrick Performance Automotive
Chapel Hill, NC
04.2015 - 08.2017
  • Answered all incoming phone calls according to a preset script, and scheduled sales or service appointments
  • Gave basic automotive advising for questions and concerns about service and escalated calls appropriately
  • Achieved sales goals and service performance requirements and capitalized on upsell opportunities
  • Interacted with team members across departments to research and resolve customer issues.

Call Center Representative

Sears Operations Center
High Point, NC
07.2013 - 01.2015
  • Resolved customer inquiries and complaints in a timely and empathetic manner
  • Coordinated between billing department to solve issues
  • Collaborated with shipping team to correct mistakes, track shipments and handle damage claims.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Education

Bachelor of Arts - Business Administration

University of North Carolina
Greensboro
08.2023

Skills

  • Multitasking and Prioritization
  • Data Entry and Maintenance
  • Efficient and Detail-Oriented
  • Issue and Complaint Resolution
  • Order and Refund Processing
  • POS Systems and Ordering Platforms
  • Courteous with Strong Service Mindset
  • Strong Analytical and Problem Solving Skills
  • Sales Quota Achievement
  • Computer Proficiency
  • Employee Development
  • New employee training

Timeline

Senior Customer Service Representative

Orangetheory Fitness Call Center
04.2021 - Current

Operations Clerk 2

Walls Fargo
02.2018 - 02.2020

Cashier / Customer Service Associate

Home Depot
09.2015 - 10.2018

Client Care Specialist

Hendrick Performance Automotive
04.2015 - 08.2017

Call Center Representative

Sears Operations Center
07.2013 - 01.2015

Bachelor of Arts - Business Administration

University of North Carolina

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KENDRA MCCAULEY