Kenia Powell
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
AT&T Call Center
11.2022 - 09.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted available products and services to customers during service, account management, and order calls.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Crew Leader
IHOP LLC
01.2022 - 11.2022
- Trained employees in time management and proper ways to complete job duties.
- Monitored team members to verify work quality and address concerns.
- Communicated effectively with upper management, team members, and customers to keep everyone informed.
- Discussed daily work requirements with crew and assigned skills-based tasks to enable completion of work.
- Established and enforced policies and procedures to maintain high standards of work.
- Supervised end-of-day cleanup activities to remove debris and unnecessary supplies from customer premises.
- Settled crew member disputes by addressing problems quickly and providing successful mediation.
- Established positive relationships with customers and colleagues through high standards of customer service.
- Pitched in to help with various job tasks, fill in for sick employees and complete projects.
Front of House Manager
Golden Krust Bakery
01.2020 - 11.2022
- Resolved guests complaints while maintaining positive customer environment.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Performed cash handling activities and secured nightly bank deposits.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Analyzed customer feedback and implemented strategies to improve customer satisfaction.
- Utilized upselling techniques to maximize revenue and increase customer satisfaction.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Developed and maintained relationships with vendors and other business partners to establish trust and build rapport.
- Coordinated with suppliers to establish timely delivery of food and beverage items.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Oversaw food preparation and monitored safety protocols.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Maximized quality assurance by completing frequent line checks.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
Education
Associate of Arts - Family Psychology
Colorado College
Colorado Springs, CO05.2022
Skills
- Senior Leadership Support
- Report Preparation
- Account Management
- Microsoft Word
- Customer Relations
- Professional Telephone Demeanor
- Social Perceptiveness
- Money Handling Abilities
- Call Volume and Quality Metrics
- Multi-Line Phone Talent
- Conflict Mediation
- Cultural Sensitivity
- Call Center Operations
- Sales and Upselling
- Conflict Resolution
- POS Systems Expertise
- Google Docs
- Managing Multiple Tasks
- Understanding Customer Needs
- Quality Control
- Order Processing
- Computer Proficiency
- Active Listening
Certification
- CM - Certified Manager Certification
- Managers Food Handlers , Serv Safe NC - Expires. March 2025
Timeline
Customer Service Representative
AT&T Call Center
11.2022 - 09.2023
Crew Leader
IHOP LLC
01.2022 - 11.2022
Front of House Manager
Golden Krust Bakery
01.2020 - 11.2022
Associate of Arts - Family Psychology
Colorado College
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