Kentrel Osum
Washington,DC
Summary
Dynamic professional with extensive experience at Amazon Prime, excelling in customer service and conflict resolution. Proven ability to enhance customer satisfaction through effective problem-solving and attention to detail. Skilled in appointment scheduling and data entry, consistently delivering results in fast-paced environments. Committed to maintaining high standards of service and compliance.
Overview
16
16
years of professional experience
Work History
Locker Associate
Amazon Prime
Washington, DC
01.2020 - Current
- Assisted customers with inquiries and resolved issues promptly.
- Oversaw customer package pickups to ensure efficient retrieval
- Collaborated with team members to improve service quality.
- Resolved customer inquiries and delivered precise information regarding package arrivals.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Appointments Representative
Kaiser Permanente
Fairfax, VA
12.2015 - 08.2018
- Received phone calls and verified the identity and eligibility of the callers
- Understood member request and scheduled appointments for medical treatment.
- Maintained member confidentiality and followed all HIPAA guidelines
- Transferred calls to medical advice nurses when indicated
- Assisted members in selecting a personal provider and pre-enrolled callers as needed
- Trained new employees and provided them with important information and resources as part of training procedures
Unarmed Security Officer/Receptionist
Securitas
Ashburn, VA
10.2014 - 12.2015
- Managed the receptionist area, including greeting visitors and responding to telephone and in person requests for info
- Served as a central point of contact for all outside tenants needing to gain access to the building
- Wrote reports in Microsoft Word and Excel in correspondence from dictation and handwritten notes
- Planned and scheduled meetings on the calendar
- Prepared visitors and employees badges using computer software
Assistant Store Manager
Justice
Tysons Corner McLean, VA
03.2010 - 10.2014
- Interacted directly with customers to provide assistance and resolve problems
- Managed cashiers in areas of money, handling voids, shift breaks, and schedules
- Supervised lead brand and brand representatives
- Responsible for meeting daily sales goals and quotas
- Supervised all daily functions of store activity to ensure customer satisfaction
- Skilled in the areas of inventory control, cashier management, and staff supervision
- Conducted potential new employee interviews and training
- Knowledge of Point of sale systems, timekeeping, payroll, MS Word, Excel, and Outlook
Skills
- Customer service
- Conflict resolution
- Appointment scheduling
- Data entry
- Package management
- Customer relationship management
- HIPAA compliance
- Problem solving
- Attention to detail
- Time management
- Record and file management
- Multitasking and organization
Timeline
Locker Associate
Amazon Prime
01.2020 - Current
Appointments Representative
Kaiser Permanente
12.2015 - 08.2018
Unarmed Security Officer/Receptionist
Securitas
10.2014 - 12.2015
Assistant Store Manager
Justice
03.2010 - 10.2014