Kendra Richardson
Elkton,MD
Summary
Results-driven Call Center Lead known for high productivity and efficient task completion. Specialize in effective communication, team leadership, and conflict resolution. Excel at using empathy, patience, and active listening to resolve customer issues and enhance team performance. Committed to fostering positive work environment and delivering exceptional customer service.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Sales Support Specialist
1800 pack rat
Raleigh , NC
05.2020 - 06.2025
- Assisted customers with inquiries about storage solutions and services.
- Processed customer orders and maintained accurate records in the system.
- Coordinated logistics for delivery schedules and service appointments.
- Supported sales team by preparing quotes and documentation for customers.
- Answered customer inquiries regarding products, pricing, and availability.
- Generated quotes for customers based on their individual needs.
- Upsold additional products or services when applicable during phone calls.
- Assisted with scheduling appointments, tests and follow-up visits via phone or computer system.
Call Center Manager
Nations home mortgage
Cherry Hill, New Jersey
07.2013 - 05.2020
- Assisted in daily store operations and ensured efficient workflow.
- Managed team schedules and coordinated staff assignments effectively.
- Trained new employees on customer service protocols and product knowledge.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Recruited and trained new employees to meet job requirements.
- Positively impacted product relevance through careful distribution, merchandising and display techniques.
- Monitored loss prevention operations to minimize impact of shrink and identify theft and fraud.
- Trained staff to have extensive product knowledge and upselling skills.
- Developed strategies to increase customer loyalty and improve store efficiency.
- Guided telemarketers in adopting best practices to boost performance and achieve targets.
- Supervised daily operations of call center team to ensure quality service.
- Developed training programs for new agents to enhance performance skills.
- Monitored call metrics and provided feedback to improve agent efficiency.
- Resolved escalated customer issues to uphold service standards and satisfaction.
- Collaborated with management to align team goals with company objectives.
- Conducted performance evaluations and offered guidance for professional development.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
Education
Associate of Arts - Visual Communication
East Carolina University
Greenville, NC 09.2000 - 06.2003
Skills
- Sales
- Customer service
- Staff scheduling
- Staff recruitment and onboarding
- Performance metrics analysis
- Customer service training
- Upselling strategies
- Effective communication
- Performance metrics
- Team management
- Call center analytics
- Sales strategy
- Appointment setting
Timeline
Sales Support Specialist
1800 pack rat
05.2020 - 06.2025
Call Center Manager
Nations home mortgage
07.2013 - 05.2020
Associate of Arts - Visual Communication
East Carolina University
09.2000 - 06.2003