Kenisha Mack
San Antonio,TX
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Pella Window & Door
506 E Dallas Rd Suite 100, Grapevine TX, 76051
04.2024 - 05.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Warehouse Worker
Amazon
3351 Balmorhea Dr, Dallas, TX 75241
10.2023 - 04.2024
- Loaded, unloaded, and moved material to and from storage and production areas.
- Checked packages and merchandise for damage and notified vendors.
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
- Performed general housekeeping and cleaning tasks.
- Moving and sorting packages between trucks.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Checked packages and merchandise for damage and notified vendors.
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
- Performed general housekeeping and cleaning tasks.
- Consistently lifted materials weighing as much as 50 pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Operated forklift (cherry picker) to safely move and safeguard stock and supplies in warehouse.
Customer Service Associate
Walgreens
02.2022 - 09.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Informed customers about special promotions and provided detailed information for various products
- Developed and actualized customer service initiatives to decrease wait times
- Executes excellent sales floor merchandising and selling
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs
- Resolved concerns with products or services to help with retention and drive sales.
Cashier
Walmart
04.2021 - 11.2021
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Worked flexible schedule and extra shifts to meet business needs
- Helped customers complete purchases, locate items and join reward programs
- Restocked and organized merchandise in front lanes
- Answered questions about store policies and addressed customer concerns
- Collected and authorized payments of guests
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Processed customer refunds and exchanges according to established guidelines
- Helped customers complete purchases, locate items and join reward programs.
Education
High School Diploma -
Mesquite High School
Mesquite, TXSkills
- Needs Assessment
- Customer Support
- Order and Refund Processing
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- POS Systems and Ordering Platforms
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Customer Service
- Call Center Customer Service
- Problem-solving skills
- Answering questions
- Call Control
- Communicating with clients
- Training experience
Timeline
Call Center Representative
Pella Window & Door
04.2024 - 05.2024
Warehouse Worker
Amazon
10.2023 - 04.2024
Customer Service Associate
Walgreens
02.2022 - 09.2023
Cashier
Walmart
04.2021 - 11.2021
High School Diploma -
Mesquite High School