Kenterria Addison
West Monroe,LA
Summary
Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.
Overview
4
4
years of professional experience
Work History
Remote Call Center Enrollment Representative
Randstad via Stride K12
Reston, Virginia
07.2024 - 09.2024
- Maintained detailed records of all student inquiries, applications, admissions decisions, and matriculations.
- Monitored application deadlines in order to ensure that all forms were submitted on time.
- Performed follow-up activities with prospective students who had not yet committed to enrolling at the institution.
- Handled new enrollments by entering customers' data and reviewing information.
- Listened to and understood customers' needs, explained and discussed options and outlined best-fit services.
- Conducted/managed outbound/inbound calls.
- SalesForce.
- Five9.
- Presentation(s) to inform families on what it would be like to enroll with K12 online homeschools.
Remote Call Center Representative
Teleperformance
West Monroe, Louisiana
02.2023 - 05.2024
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
Remote Call Center Representative
Alorica
West Monroe, LA
10.2022 - 01.2023
- Performed outbound calling campaigns to promote new products or services.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
Sales Representative
Uniforms for You
West Monroe, Louisiana
01.2021 - 08.2022
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Generated new sales leads through cold calling and networking activities.
- Conducted market research to identify potential customers and their needs.
- Maintained accurate records of all sales and prospecting activities.
- Managed inventory levels by ordering sufficient stock for each account.
Education
High School Diploma -
West Monroe High School
West Monroe, LA05-2018
Bachelor of Arts - Theatre
Grambling State University
Grambling, LASkills
- Follow-up skills
- Goal-Oriented
- Customer service background
- Provider Relations
- Client Relationship Building
- Telephone and email skills
- Data entry skills
- Strong Organization
- Building Rapport
Timeline
Remote Call Center Enrollment Representative
Randstad via Stride K12
07.2024 - 09.2024
Remote Call Center Representative
Teleperformance
02.2023 - 05.2024
Remote Call Center Representative
Alorica
10.2022 - 01.2023
Sales Representative
Uniforms for You
01.2021 - 08.2022
High School Diploma -
West Monroe High School
Bachelor of Arts - Theatre
Grambling State University