Kenitra Coleman
Bolingbrook
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Discover Financial Services, DFS
01.2022 - Current
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Launched quality assurance practices for each phase of development
- Assisted in organizing and overseeing assignments to drive operational excellence.
Account Manager
Transworld Systems
05.2018 - 12.2021
- Increased client satisfaction by building strong relationships and addressing their needs promptly
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution
- Evaluated client needs and developed tailored solutions to increase positive customer ratings
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved
- Conducted regular account reviews to identify areas for improvement and ensure continued success
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
- Collaborated with sales team to identify potential upsell opportunities and expand client base
- Negotiated contract terms with clients, securing favorable agreements for both parties
Customer Service Representative
PNC Bank
07.2013 - 04.2018
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Associate - Human Resources and Organizational Leadership of Applied Science
Rasmussen University
08.2025
Skills
- Administrative Support
- Customer Service
- Schedule Planning
- Office Management
- Microsoft Office 365
- Reporting & Filing
- Training and mentoring
- Metric tracking
- Staffing coordination
- Complaint resolution
- Customer service
- Excellent time management skills
Accomplishments
- Won Manger of the Year award in 2024.
Knowledge And Skills
- Administrative Support
- Customer Service
- Schedule Planning
- Office Management
- Microsoft Office 365
- Reporting & Filing
Timeline
Customer Service Manager
Discover Financial Services, DFS
01.2022 - Current
Account Manager
Transworld Systems
05.2018 - 12.2021
Customer Service Representative
PNC Bank
07.2013 - 04.2018
Associate - Human Resources and Organizational Leadership of Applied Science
Rasmussen University
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