Kenzell Mitchell
Kingstree,SC
Summary
Customer-focused professional with over 7 years of experience in client relations, customer service, and account management in both call center and remote environments. Expertise in handling high-volume inbound and outbound calls, conflict resolution, and account management. Adept at fostering client satisfaction through empathetic communication and problem-solving. Excels in maintaining detailed records and ensuring compliance while driving operational efficiency and team performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Back Office Rep
GC Services
Weldon Spring, USA
02.2023 - Current
- Process payments using credit card and ACH transactions, ensuring accurate financial exchanges and customer satisfaction
- Manage account adjustments, including write-off suspensions and service disconnections, adhering to company policies and procedures
- Process and manage high volumes of data entry and documentation across multiple systems with 98% + accuracy
- Ensure compliance with company policies and regulatory requirements when handling sensitive and confidential information
- Collaborate with internal teams to resolve data discrepancies and support customer-facing departments
- Maintain detailed records and reports for auditing purposes and quality control
- Consistently meet or exceed performance metrics, including productivity and accuracy benchmarks
- Perform quality assurance checks on processed data to ensure adherence to service-level agreements
Home Health Care Aide
Missouri Better Living
St. Louis, USA
06.2018 - 06.2020
- Provided compassionate in-home assistance to clients with daily living activities, medication management, and light housekeeping, ensuring a safe and supportive environment while promoting client independence at Missouri Better Living Services
- Provided personalized in-home care for elderly, disabled, or recovering patients, ensuring their comfort, safety, and well-being
- Assisted with daily activities such as bathing, dressing, grooming, meal preparation, and medication management, following specific care plans
- Monitored patient health by checking vital signs, recording changes in condition, and reporting concerns to healthcare professionals
- Offered companionship and emotional support to patients, helping to improve their overall quality of life and emotional well-being
- Maintained a clean and safe living environment by performing light housekeeping duties and ensuring proper hygiene
- Communicated regularly with family members and healthcare providers to ensure coordinated, high-quality care
Customer Support
Express Employment
St. Louis, USA
04.2009 - 05.2012
- Addressed and resolved customer inquiries and complaints efficiently, ensuring client satisfaction while maintaining compliance with company policies and procedures at Express Employment
- Maintained high customer satisfaction through prompt, efficient service while working in a call center environment
- Managed customer calls, responded to requests, and recommended products and services
- Provided primary support to internal and external customers, achieving high performance metrics in call center operations
- Provided exceptional support to clients and job seekers by addressing inquiries, resolving issues, and offering personalized solutions in a fast-paced environment
- Managed high volumes of inbound and outbound calls, emails, and face-to-face interactions while maintaining a customer satisfaction rate of 90%+
- Assisted with onboarding processes, including documentation, background checks, and coordinating interviews between clients and candidates
- Maintained and updated client and candidate records in internal databases with a focus on accuracy and confidentiality
- Collaborated with internal teams to ensure timely communication and successful placements for job openings
- Utilized problem-solving skills to handle escalated issues and complaints, ensuring client retention and satisfaction
Appointment Setter
Thumb Up Telemarketing
St. Louis, USA
08.2004 - 08.2005
- Spearheaded outbound call initiatives at Thumb Up Telemarketing, adeptly contacting potential clients to schedule appointments, thereby enhancing the sales team's pipeline and contributing to the company's customer acquisition goals
- Handled high-volume inbound and outbound calls in a fast-paced call center, assisting with product selection and order processing
- Consistently met or exceeded sales targets through negotiation and customer engagement in a call center setting
- Developed and executed strategic marketing campaigns to promote client brands, products, and services, driving a 15% increase in customer engagement
- Managed event coordination, promotional activities, and advertising efforts across multiple platforms to boost brand visibility and sales
- Collaborated with sales teams, vendors, and stakeholders to ensure seamless execution of promotional strategies
- Conducted market research and analyzed consumer trends to inform campaign development and optimize performance
- Monitored and reported on campaign metrics, providing insights to improve future promotional efforts
- Maintained strong client relationships by offering creative solutions and delivering successful, on-time results
Education
High School Diploma -
Goodwill High School
St. Louis, MO10.2022
Skills
- Telemarketing
- JavaScript
- Insurance
- Healthcare
- Finance
- Financial Services
- Employee Relations
- Microsoft Outlook
- Employee Training
- Data Analysis
- High Performance Teams
- Team Building
- Debit Cards
- Payment Card Processing
- Creativity and Innovation
- Appointment Scheduling
- Cold Calling
- Customer Loyalty
- Problem Solving
- Electronic Payments
- Customer Satisfaction
- Teamwork
- Customer Support
- Product Service
- Organization Skills
- Communication
- Financial Transaction Processing
- Credit Cards
- Critical Thinking
- Team Motivation
- Google Sheets
- Google Docs
- Multitasking
- Data Entry
- ACH Payments
- Credit Card Transaction Processing
- Microsoft Excel Words
- Suspension
- Billing Process
- Microsoft Word
- Pulse
- Jabber
- Bill Payment
- Microsoft Excel
- Microsoft Office
- Accounts Payable (AP)
- Payments
- Customer Service
- Hospitality
- Customer Experience
- Effective communication
- Problem-solving
- Active listening
- Conflict resolution
- Time management
- Negotiation
- Sales Experience
- Customer Retention
- Training
- Telephone reception
- Business growth and retention
- Client service
- Customer support
Certification
Driver's License, 03/01/21, 03/01/27
Additional Information
Dedicated and Motivated, Meticulous Collaborator and Partner, Innovative and Imaginative, Inbound and Outbound Call Handling (Remote & Call Center), Payment Processing & Billing Adjustments, Problem-Solving and Active Listening, Purposeful and Deliberate in Execution, Time Management and Multitasking (Remote & Call Center), Client Relationship Management, Sales Quota Achievement, Proficiency in Call Center Software, Team Leadership and Training, Effective Communication Skills, Computer Proficiency
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Back Office Rep
GC Services
02.2023 - Current
Home Health Care Aide
Missouri Better Living
06.2018 - 06.2020
Customer Support
Express Employment
04.2009 - 05.2012
Appointment Setter
Thumb Up Telemarketing
08.2004 - 08.2005
Driver's License, 03/01/21, 03/01/27
High School Diploma -
Goodwill High School
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