Kenisha Gatson
Dallas, Texas, United States,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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
12
12
years of professional experience
Work History
Customer Service Representative
Havertys Furniture
08.2021 - Current
- 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.
- Met customer call guidelines for service levels, handle time and productivity.
Recruiter
Driveline Retail Merchandising
03.2021 - 07.2021
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Advertised job opportunities on social media platforms and job boards.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Assisted with onboarding and orientation of new hires to expedite acclimatization process.
Recovery Specialist
The CMI Group
08.2019 - 02.2021
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Concierge
Stratton Amenities
06.2020 - 12.2020
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Sales Representative
TruGreen Lawn Care
03.2018 - 07.2019
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Described product highlights and benefits to help guide purchasing decisions.
- Contacted potential customers to capitalize on sales opportunities.
- Emphasized product specifications to meet customer needs.
- Responded to customer calls and emails to answer questions about products and services.
Retail Team Leader
Macys Department Store
07.2016 - 08.2017
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Used in-store system to locate inventory and place special orders for customers.
- Developed strong rapport with customers and created positive impression of business.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Head Cashier
Lowes Home Improvment
07.2013 - 01.2016
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Helped customers complete purchases, locate items, and join reward programs.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Resolved escalated customer disputes with special actions such as discounts.
- Assisted customers by answering questions and fulfilling requests.
- Educated employees on register use, merchandising, and customer service.
Head Cashier
The Home Depot Inc
09.2011 - 06.2013
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Helped customers complete purchases, locate items, and join reward programs.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Resolved escalated customer disputes with special actions such as discounts.
- Educated employees on register use, merchandising, and customer service.
- Led cashiers and associates in providing thoughtful customer service.
Education
High School Diploma -
San Leandro High
San Leandro 06.2003
Skills
- Calm and Professional Under Pressure
- High-Volume Environments
- Customer Correspondence
- Prioritization
- Microsoft Outlook
- Time Management
- Troubleshooting and Resolution
Timeline
Customer Service Representative
Havertys Furniture
08.2021 - Current
Recruiter
Driveline Retail Merchandising
03.2021 - 07.2021
Concierge
Stratton Amenities
06.2020 - 12.2020
Recovery Specialist
The CMI Group
08.2019 - 02.2021
Sales Representative
TruGreen Lawn Care
03.2018 - 07.2019
Retail Team Leader
Macys Department Store
07.2016 - 08.2017
Head Cashier
Lowes Home Improvment
07.2013 - 01.2016
Head Cashier
The Home Depot Inc
09.2011 - 06.2013
High School Diploma -
San Leandro High
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