Kenya Glapion
Carriere,MS
Summary
With over 20 years of experience in customer service, customer engagement, and data entry, I offer a wealth of skills to any organization. Expertise lies in efficiently managing customer interactions and ensuring satisfaction. Highly proficient in a wide range of computer programs, enabling seamless navigation of various software systems. Combining extensive industry knowledge with technical abilities to deliver exceptional results and contribute to team and project success.
Overview
26
26
years of professional experience
Work History
Emergency Dispatch Operator
ADT Security Services
Carriere, MS
07.2021 - Current
- Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties
- Paying attention to detail while documenting alarm handling procedures within the alarm screens
- Completing alarm processing in accordance with departmental procedures
- Providing alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm call backs
- Receiving inbound calls related to alarm call back inquires.
Customer Care Specialist
Assurant
07.2019 - 10.2020
- Handled in-bound calls from customers by researching and resolving loan-level inquiries in hazard insurance, mortgage banking, and property loss
- Successfully resolved customers' inquiries and concerns while showing empathy and initiative to truly understand each customer's current challenges to solve them and used my expertise to proactively help them avoid future challenges.
Lead Sales Associate (Shift Manager)
Dollar General
Loganville, GA
02.2016 - 10.2018
- Maintained a clean, well-organized store with a customer-first focus
- Assisted customers in locating and purchasing merchandise, operating a cash register, stocking and recovering merchandise, cleaning the store, and performing other duties as assigned by the Store Manager to maximize store profitability and customer satisfaction while protecting company assets
- Acted in a lead capacity in the absence of the Store Manager or Assistant Store Manager.
Sales & Service Consultant
Georgia Power Company
Decatur, GA
03.2007 - 02.2015
- Interacted with customers to resolve billing complaints and questions
- Assisted customers with billing inquiries, completing payment arrangements, connecting and disconnecting electric service
- Completed orders for power outages
- Demonstrated mastery of customer service call script within specified time frames.
Customer Contact Executive
Comcast Cable
Decatur, GA
10.2005 - 03.2007
- Provided accurate and appropriate information in response to customer inquiries
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Billing Account Specialist
AT&T Corporation
Marietta, GA
06.1998 - 04.2005
- Addressed customer service inquiries in a timely and accurate fashion
- Provided accurate and appropriate information in response to customer inquiries
- Made reasonable procedure exceptions to accommodate unusual customer requests.
Education
College Prep
Tucker High School
Tucker, GASkills
- Customer Service (10 years)
- Call Center Experience (10 years)
- Shift Management
- Cash Handling
- Store Management Experience
- Assistant Manager Experience
- Upselling
- Retail Management
- Leadership
- Data Entry Exprience
Timeline
Emergency Dispatch Operator
ADT Security Services
07.2021 - Current
Customer Care Specialist
Assurant
07.2019 - 10.2020
Lead Sales Associate (Shift Manager)
Dollar General
02.2016 - 10.2018
Sales & Service Consultant
Georgia Power Company
03.2007 - 02.2015
Customer Contact Executive
Comcast Cable
10.2005 - 03.2007
Billing Account Specialist
AT&T Corporation
06.1998 - 04.2005
College Prep
Tucker High School