A goal oriented, results driven professional with a purpose and goal to be a part of an establishment that will allow my customer service skills to be beneficial and supportive to all that need assistance; also allowing me the opportunity to cultivate new skills sets and achieve progressive advancements within the company. Qualified Customer Service Representative with 7 years of experience in fast-paced customer service and call center environments. Personable and professional under pressure. Customer-oriented sales professional with 6 years of experience building relationships, cultivating partnerships and growing profit channels. Strategic-thinking leader with expertise in expanding network connections, persuasively introducing products, territory development and revealing customer needs to deliver solutions.
Hi, I’m
KENNEDY EILAND
Lawrenceville,GA
Summary
Overview
7
years of professional experience
Work History
Terminix CorporateMemphis, TN
Senior Customer Service Representative/Sales Representative
12.2022 - Current
Job overview
- Educated customers about products, pricing and policies to address and resolve issues.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Managed processing, scheduling and execution of customer purchase orders.
- Reduced customer complaints 7% with introduction of new service management and sales follow-up processes.
- Audited customer account information to identify issues and develop solutions.
- Cross-sold services and products to consistently increase team revenue.
- Processed customer account changes with proprietary software.
- Delivered expert technical support to customers and resolved broad array of issues.
ADPAlpharetta, GA
Implementation Specialist
11.2021 - 11.2022
Job overview
- (Automatic Data Processing) Payroll - Consult with clients to deliver a comprehensive ADP solution, incorporate new processes, tools, and approaches when recommending an ADP solution, Interact and partner with ADP associates in sales and customer service
- Exchange routine information with members of the client project team, including priorities, timeliness, issues as they arise
- Utilize broad knowledge to recommend solutions to the client when appropriate
- Recognize client business issues and concerns and recommend and implement an appropriate solution
- Guide and drive the client towards the best solution for their business needs
- Responsible for ensuring accurate billing, timely submission of electronic and/or paper claims, monitoring claim status, researching rejections and denials, documenting related account activities, posting adjustments and collections
- Create invoices, credit memos, update accounting records, customer information, and send payment reminders
- Strong familiarity with claims procedures, collections techniques and customer query resolution
- Knowledgeable about preparing invoices, processing payments and pursuing past-due balances
- Well-versed in accurately coding different types of bills for clear record keeping and tracking.
- Researched and resolved employee payroll questions and issues via email, phone and in person.
- Oversaw payroll processing to comply with tax laws and court-ordered wage assignments and garnishments.
- Worked closely with human resources (HR) to safeguard confidential employee data.
- Extracted information from payroll system and generated reports for various departments and vendors.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Tracked monthly sales to generate reports for business development planning.
- Performed sales consultations and educated clients on products and services.
- Cultivated relationships with sales team to support and supply corrective actions.
- Verified that every client received highest level of support, assistance and professionalism to uphold company's commitment to service.
Kelly ServicesDuluth, GA
Customer Service Representative
02.2021 - 10.2021
Job overview
- Assist customers (Apple users) with troubleshooting, technical support and device set-up
- Identifies, investigates, and resolves users problems with computer software and hardware
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns
- Responsible for ensuring accurate billing, timely submission of electronic and/or paper claims, monitoring claim status, researching rejections and denials, documenting related account activities, posting adjustments and collections
- Issuing invoices, dealing with invoicing related correspondence, answering clients’ billing queries, and initiating collections on accounts that are past due
- Provided customers with product information including features, benefits, pricing options, etc., as well as assisted in selecting appropriate solutions for their needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
AmazonJefferson, GA
Warehouse Associate
09.2020 - 03.2021
Job overview
- Night) Warehouse /Production
- Completes shipments by processing and locating order
- Prepares orders, process requests and supply orders
- Pull material, backing boxes, placing orders in delivery area
- Scan delivered item and ensure quality
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets.
- Received deliveries, scanned packages and updated orders in internal database.
- Examined packages and goods for damage and notified vendors of replacement needs.
- Updated inventory and production information using warehouse management systems and scanner guns.
- Packed materials and items in designated crates and boxes and properly sealed and labeled crates.
- Read computer-generated move tickets, put-away labels and delivery labels to properly move merchandise.
- Reviewed inventory sheet against shipments received and alerted manager of discrepancies.
- Collected stock location orders and printed requests to maintain inventory control.
- Filed requisitions for out of stock items and supplies.
Pure Talk Communications
Customer Service Representative /Sales Representative
08.2020 - 02.2021
Job overview
- Assist customers (Apple and Android users) with troubleshooting, technical support, and device set- up
- Identifies, investigates, and resolves users problems with computer software and hardware
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns
- Processed payments, updated and explained account/billing information
- Upsell additional products
- Issuing invoices, dealing with invoicing related correspondence, answering clients’ billing queries, and initiating collections on accounts that are past due
- Provided customers with product information including features, benefits, pricing options, etc., as well as assisted in selecting appropriate solutions for their needs
- Create invoices, credit memos, update accounting records, customer information, and send payment reminders..
- Generated more than 25 leads per week and pursued appointment opportunities to convert prospects into new customers.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Answered customer questions about products and services and recommended appropriate solutions.
Kids Harbor Early Learning CenterDacula, GA
Assistant Teacher
02.2018 - 07.2020
Job overview
- Provided instructional lessons for 1 -7-year-old children
- Assigned to classroom, read to the children, monitored outside play, and performed other duties as assigned and required.
- Maintained safe, educational environment for students during learning and free play time.
- Interacted positively with children to encourage development and involvement in activities, treating each child with dignity and respect.
- Worked with students to reinforce learning of material or skill introduced by teacher.
- Created calm and disciplined classroom environment to improve student focus.
- Communicated regularly with parents, teachers and administrators regarding student progress and needs.
- Supported and documented student growth and progress to achieve academic, social and emotional goals.
- Implemented lesson plans for students with varying learning styles.
- Participated in parent-teacher conferences to discuss children's development and progress.
- Created and enforced child-based, hands-on curriculum to promote student interest and receptive learning.
- Met with administrators and department team members to work on curriculum planning and assessment methods.
- Introduced and encouraged debate-style classroom setting to increase student active participation and critical thinking.
Chick-Fil-ABuford, GA
CSR / Trainer/ Supervisor
02.2016 - 02.2018
Job overview
- Take food and drink orders, received payment from customers as well as help resolve customer complaints
- Completed routine inventory and audits of products, cleaned and restocked work and condiment stations
- Maintain clean and orderly checkout areas and completed other general cleaning duties, such as mopping floors, wiping tables and emptying trash cans
- Ordered and distributed office supplies while adhering to a fixed office budget
- Managed office supplies, vendors, organization and upkeep
- Screened applicant resumes and coordinated both phone and in-person interviews
- Answered and managed incoming and outgoing calls while recording accurate messages
- Opened and properly distributed incoming mail
- Organized all new hire, security and temporary paperwork.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Recruited, interviewed and selected employees to fill vacant roles.
Education
Western Governors UniversitySalt Lake City, UT
Bachelor Science from Human Resources / Business Administration
06.2026
University Overview
Empire Beauty SchoolDuluth, GA
from Cosmetology
01.2019
University Overview
Collins Hill
High School
Diploma
01.2018
University Overview
Gwinnett Technical CollegeLawrenceville, GA
Some College (No Degree) from Criminal Justice
University Overview
Skills
- Technical Support
- Trainer
- Production
- Basic project management skills
- Excellent time management
- Organization
- Communication skills
- Business consulting
- Work independently and with a team
- Learn (& think) quickly
- Solve problems
- Build relationships
- Multi-line phone operation proficiency
- Data integrity
- Persuasive speaker
- Extensive Data/Order Entry experience
- Collections/Bad Debt
- MS Windows / Excel Proficient
- Workflow management
- Strong problem solving aptitude
- Account Management
- Customer Data Confidentiality
- Membership Renewals
- Upselling Products and Services
- Order and Refund Processing
- Customer Account Management
- Issue and Complaint Resolution
- Understanding Customer Needs
- Upbeat and Positive Personality
- Verbal and Written Communication
- High-quality customer service
- Financial Management
- Coaching and mentoring
- Business administration
- Goals and performance
- Direct sales
- Review of contracts
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Timeline
Senior Customer Service Representative/Sales Representative
Terminix Corporate
12.2022 - Current
Implementation Specialist
ADP
11.2021 - 11.2022
Customer Service Representative
Kelly Services
02.2021 - 10.2021
Warehouse Associate
Amazon
09.2020 - 03.2021
Customer Service Representative /Sales Representative
Pure Talk Communications
08.2020 - 02.2021
Assistant Teacher
Kids Harbor Early Learning Center
02.2018 - 07.2020
CSR / Trainer/ Supervisor
Chick-Fil-A
02.2016 - 02.2018
Western Governors University
Bachelor Science from Human Resources / Business Administration
Empire Beauty School
from Cosmetology
Collins Hill
High School
Diploma
Gwinnett Technical College
Some College (No Degree) from Criminal Justice
Similar Profiles
Katrina ThomasKatrina Thomas
Call-center-manager at Terminix CorporateCall-center-manager at Terminix Corporate
Ashley VasquezAshley Vasquez
Customer Service Representative Team Lead at Rentokil TerminixCustomer Service Representative Team Lead at Rentokil Terminix
LaTosha AshLaTosha Ash
Customer Journey Manager at Rentokil TerminixCustomer Journey Manager at Rentokil Terminix
Christina CoatesChristina Coates
Vlogger/Personal Blogger at Novelty Woman SpeaksVlogger/Personal Blogger at Novelty Woman Speaks
Joshua MitchellJoshua Mitchell
Production Supervisor at TeslaProduction Supervisor at Tesla