Kenya Scott
Katy,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
3
3
Certifications
Work History
Call Center Representative
Amazon
Beaumont, TX
02.2021 - 02.2024
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on company systems, form completion, and access to services.
- Responded to customer calls and emails to answer questions about products and services.
- Processed debit and credit card and electronic check payments.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Approved and terminated customer contracts upon request.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
PSE Clerk
United States Postal Service
Shreveport
11.2017 - 03.2020
CSR
Teleperformance Shreveport
Shreveport
02.2011 - 01.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Education
EMT basic - Certification - undefined
Southern University Shreveport
Shreveport, LASkills
Postal law proficiencyTeam LeadershipCustomer serviceSorting proceduresBulk mailingSales expertiseProfessional telephone demeanorCredit card processingRecordkeeping strengthsRetail store supportShipping procedures understandingComplaint resolution
Customer support
Customer support
Gathering information
Documentation and reporting
Logging call information
Answering questions
Account management
Typing [Number] wpm
Problem-solving skills
Sales expertise
Customer service optimization
Proficient in [Software]
Customer Relationship Management
Quality assurance
Complaint resolution
Call center operations
Inbound phone calls
Certification
First Aid/CPR Certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake
Timeline
Call Center Representative
Amazon
02.2021 - 02.2024
PSE Clerk
United States Postal Service
11.2017 - 03.2020
CSR
Teleperformance Shreveport
02.2011 - 01.2016
EMT basic - Certification - undefined
Southern University Shreveport