KENYA FORD
Louisville,KY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. 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 Personable Customer Service/ Collections Specialist Professional offering over 25 years of experience resolving account and service concerns for customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Multi-talented CSR consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative Team Leader
Ladder Now- Seek Now
Louisville, KY
03.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected and analyzed customer information to prepare product or service reports.
- Recommended services to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Overseeing over 25 people on my team. Supervising their duties, while providing coaching sessions.
- Training for schedulers to take inbound calls.
Accounts Receivable Specialist
Restaurant Supply Chain Solutions, RSCS
Louisville, KY
01.2019 - 03.2020
- Processed payments and applied to customer balances
- Researched, analyzed and settled several disputes per week
- Achieved performance goals on consistent basis
- Recorded all information regarding financial status of customers
- Researched accounts and completed due diligence to resolve collection problems
- Handled 40-60 outbound and inbound calls daily with goal of collecting owed debt
- Negotiated to collect balance in full, & Create an A/R Aging Report using Excel
- Used skip tracing and other techniques to locate debtors
- Worked in call center environment handling manual and automatically dialed outbound calls
Dispensing Optician
Dr. Gaddie Eye Center
Louisville, KY
07.2018 - 01.2019
- Responsible for scheduling, payment processing, budgeting proficiency, and strong presentation skills
- Prepared work orders outlining all specifications for new lenses and frames
- Adjusted frames to fit patient faces by bending and shaping with hands, tools and heat
- Helped clients try on and select new frames and recommended lens options to meet specific needs
- Educated clients about how to adapt to, wear and care for eyeglasses
- Cooperated and communicated effectively with physicians to ensure client satisfaction
- Answered multiple phone lines, completed insurance forms and mailed monthly invoice statements to patients
- Maintained strict patient privacy and confidential patient information, taking care to meet all HIPAA guidelines and statues for data security
- Wrote up detailed work orders specifying parameters for lenses and frames
- Repaired and adjusted frames to meet customer needs
- Promoted goods to customers, including contact lenses, spectacles, sunglasses and accessories
- Recommended merchandise to customers based on needs and preferences
- Educated customers on product and service offerings
Customer Service Representative
Papa John's Corporation
Louisville, KY
06.2017 - 06.2018
- Received 60-65 inbound calls per day from store managers requesting items and supplies for restocking purposes
- Utilized POS systems to fulfill orders for food, condiments, cleanings supplies, napkins, straws, etc
- Worked closely with sales representatives on inventory control and ordering
- Assisted team with product selection and handling ordering functions
- Developed reputation as efficient service provider with high levels of accuracy
- Demonstrated dedication to continuously improving sales abilities and product knowledge
- Received multiple positive reviews which acknowledged dedication to excellent customer service
- Built long-term customer relationships and advised customers on purchases and promotions
Customer Service Representative
General Electric
Louisville, KY
08.2016 - 06.2017
- Received 45-50 inbound calls per day; placed orders for washers, dryers, and various appliances
- Learned codes for each appliance and ensured order accuracy
- Responded to complaints of late deliveries and damaged products
- Spoke with contractors, builders, and project developers
- Respond to ETA requests and track orders
- Ordered parts for appliances as needed
- Sent itemized receipts, invoices, and statements as requested
- Set routes for optimal deliveries, coordinated driver and staff schedules and assigned out specific tasks
- Consulted with customers to determine best methods to resolve service and billing issues
Sales Associate
Craig
Louisville, KY
01.2012 - 08.2016
- Analyzed and properly processed product returns and assisted customers with other selections
- Identified and addressed problems affecting the organization, contributing positively to business development
- Achieved sales goals and service performance goals by cultivating and securing new customer relationships
- Prioritized and accomplished a wide range of tasks each shift
- Trained and served as a peer coach for new sales associates
- Elevated client feedback to management for use in strategic planning and business development
- Proposed innovative marketing ideas; demonstrated proper use and care of merchandise
Team Lead Sales Representative
Furniture Liquidators Home Center
Louisville, KY
08.2005 - 09.2012
- Generated and followed up on lead lists resulting from specific marketing campaigns
- Brought in new customers and retained base through proactive management of individual needs and the development of robust solutions
- Submitted and tracked orders
- Delivered quality service by following up with customers during and after installations to ensure customer satisfaction
- Performed cold-calling and follow-ups with leads to secure new revenue
- Created effective organizational systems for reports, agendas, contracts and records
- Enhanced territory operations through successful cold-calling of area business leaders and establishing favorable contracts
- Cross-sold complementary products and services to customers
- Helped resolve client problems quickly with superior customer service
- Identified client needs, built relationships and overcame objections to drive sales
- Visited clients on-site to give benefit-oriented sales presentations
- Assisted in product placement and visual merchandising, maintaining an attractive and inviting appearance
- Developed and implemented sales strategies to increase revenue
Education
Associate of Arts - Business Management
Jefferson Community And Technical College
Louisville, KY1994
High School Diploma -
Southern High School
Louisville, KY1992
Cosmetology License - Cosmetology
Detrick Vocational
Louisville, KY1992
Skills
- Call Center (6 years)
- Customer Care (20 years)
- Customer Service (20 years)
- Customer Support (20 years)
- CSR (6 years)
- Payment processing
- Inbound and Outbound Calls
- Data Entry
- Call center experience
- Collections
- Aging Reports Using Excel
- Customer and client relations
- Office administration
- MS Office
- Invoicing and billing
Certification
- Call Center (6 years)
- Customer Care (20+ years)
- Customer Service (20+ years)
- Customer Support (20+ years)
- CSR (20+ years)
Timeline
Customer Service Representative Team Leader
Ladder Now- Seek Now
03.2020 - Current
Accounts Receivable Specialist
Restaurant Supply Chain Solutions, RSCS
01.2019 - 03.2020
Dispensing Optician
Dr. Gaddie Eye Center
07.2018 - 01.2019
Customer Service Representative
Papa John's Corporation
06.2017 - 06.2018
Customer Service Representative
General Electric
08.2016 - 06.2017
Sales Associate
Craig
01.2012 - 08.2016
Team Lead Sales Representative
Furniture Liquidators Home Center
08.2005 - 09.2012
Associate of Arts - Business Management
Jefferson Community And Technical College
High School Diploma -
Southern High School
Cosmetology License - Cosmetology
Detrick Vocational
- Call Center (6 years)
- Customer Care (20+ years)
- Customer Service (20+ years)
- Customer Support (20+ years)
- CSR (20+ years)
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