Kendra Thompson
Owensboro,KY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
American Patriot Getaways
10.2021 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
Panhandle Getaways
03.2013 - 06.2021
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Louisville Male Traditional High School
Louisville, KYSkills
- Call Management
- Account updating
- Data Entry
- Paperwork Processing
- Appointment Scheduling
- Conflict Resolution
- Research
- Live chat support
- Call center experience
- Call Center Operations
- Filing
- Active Listening
- Customer Service
- Follow-up skills
Certification
Timeline
Customer Service Representative
American Patriot Getaways
10.2021 - Current
Customer Service Representative
Panhandle Getaways
03.2013 - 06.2021
Louisville Male Traditional High School
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