Kenyatta Simmons
Atlanta,GA
Summary
Accomplished Customer Service Executive with a proven track record at Waffle House Restaurant, enhancing customer satisfaction and resolving complex billing issues. Skilled in data entry and customer support, I consistently exceeded performance metrics, contributing to significant improvements in customer experience. My expertise in fostering team growth and optimizing service protocols stands out, making me a valuable asset to any team. Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM systems, and multi-channel support.
Overview
10
10
years of professional experience
Work History
Customer Service Executive
Waffle House Restaurant
10.2014 - 06.2024
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
State Farm
02.2022 - 04.2023
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Educated customers about billing, payment processing and support policies and procedures.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Sought ways to improve processes and services provided.
Education
No Degree - Administrative Business
Dekalb Technical College
Covington08.2006
High School Diploma -
Newton High School
Covington, GA05.2003
Skills
- Customer Service
- Customer Support
- Data Entry
- Customer Satisfaction
- Customer Correspondence
- Payment Processing
- Product and service knowledge
- LiveChat
Timeline
Customer Service Representative
State Farm
02.2022 - 04.2023
Customer Service Executive
Waffle House Restaurant
10.2014 - 06.2024
No Degree - Administrative Business
Dekalb Technical College
High School Diploma -
Newton High School
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