Kenyetta Eugene
Laplace,LA
Summary
Motivated and customer-focused professional dedicated to ensuring customer satisfaction and contributing to the success of the company. Experienced in efficiently managing high volumes of inbound calls and maintaining strong customer relationships. Possesses excellent skills in utilizing CRM systems, alongside exceptional active listening and multitasking abilities.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Emser Tile & Natural Stone
08.2017 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls, chat and emails, providing frontline customer support or assistance with product and service transactions.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Office Supervisor
Liberty Tax Service
01.2016 - 04.2017
- Monitored and evaluated office operations to ensure accuracy and efficiency.
- Supervised, trained and mentored staff members in the use of office equipment and procedures.
- Developed, implemented and maintained office systems, policies and procedures for record keeping, filing and other administrative activities.
- Ensured compliance with safety regulations within the workplace environment.
- Conducted regular performance evaluations for staff members.
- Created purchase orders to replenish stock items when necessary.
- Resolved customer complaints regarding products or services offered by the company.
- Prepared and reviewed tax returns for individuals, partnerships, corporations and trusts.
- Compiled data from clients to accurately complete tax forms.
- Identified potential deductions to minimize clients' tax liabilities.
- Researched federal, state, and local laws to ensure compliance with regulations.
- Assisted clients in responding to IRS notices of deficiency or audit findings.
- Explained complex tax regulations in an easy-to-understand manner for clients' understanding.
- Maintained accurate records of all client transactions and filings.
- Advised clients on the best strategies for filing their taxes efficiently and legally.
- Filed electronically through approved software programs.
Office Manager
Communitty Loans of America
03.2011 - 02.2015
- Supervised staff members, organized schedules and delegated tasks.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Maintained filing system for records, correspondence and other documents.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Provided administrative support to management team including preparing reports and presentations.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Ensured compliance with applicable laws regarding employment practices.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Provided training to new hires on office policies and procedures.
- Managed office inventory and placed new supply orders.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Assisted customers with opening new accounts, answering inquiries, and processing transactions.
- Balanced daily cash drawers and reconciled discrepancies.
- Reviewed customer applications for completeness and accuracy.
- Maintained an up-to-date knowledge of bank products, services, policies, and procedures.
- Maintained records of all transactions in a computer database.
- Processed applications for new titles, transfers and duplicate titles.
- Coordinated with other departments to resolve issues related to titling process.
- Entered lien information into the system when applicable.
Education
Some College (No Degree) -
University of Lousiana
Lafayette, LASkills
- Paperwork Processing
- Inbound and Outbound Calling
- Information Security
- Scheduling
- Problem-solving abilities
- Active Listening
- Customer Service
- Data Entry
- Critical Thinking
- Customer Relations
- Call center experience
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Microsoft Outlook
Timeline
Customer Service Representative
Emser Tile & Natural Stone
08.2017 - Current
Office Supervisor
Liberty Tax Service
01.2016 - 04.2017
Office Manager
Communitty Loans of America
03.2011 - 02.2015
Some College (No Degree) -
University of Lousiana
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