Keri Hanley
Providence,RI
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in business. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Ocean State Job Lot
08.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained up-to-date knowledge of product and service changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Effectively multitasked responsibilities.
Customer Service Representative
CVS Corporate Office
07.2019 - 03.2020
- Incoming calls from customers regarding issues ranging from pharmacy issues to in store concerns.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved customer inquiries and complaints quickly.
Supervisor
Metlife
06.2014 - 04.2019
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Solicited customer feedback to identify and improve on areas of weakness.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Educated staff on organizational mission and goals to help employees achieve success.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Residential Manager
CranstonArc
11.2010 - 11.2013
- Served as an advocate for residents, ensuring their rights were protected and their voices were heard in matters that affected them directly.
- Developed annual operating budgets and forecasts, as well as sales and marketing plans.
- Developed strong relationships with local community organizations to enhance the quality of life for residents.
- Enhanced communication with residents'' families through regular updates and open lines of communication.
- Oversaw daily operations within the facility, ensuring that all tasks were completed accurately and on time.
- Reduced turnover rates for staff by providing ongoing training, support, and opportunities for professional growth.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Promoted a safe living environment by conducting regular inspections and addressing potential hazards proactively.
- Improved resident satisfaction by addressing concerns and implementing necessary changes in residential programs.
- Monitored and tracked payments and expenses, providing timely and accurate financial reports.
- Evaluated employee performance regularly, identifying areas for improvement and developing targeted action plans accordingly.
Education
No Degree - Liberal Arts And General Studies
Community College of RI
Lincoln, RINo Degree - Liberal Arts And General Studies
Rhode Island College
Providence, RIHigh School Diploma -
Classical High School
Providence, RI06.1985
Skills
- Call Metrics
- Research
- Conflict Resolution
- Policies and Procedures Adherence
- Issue and Complaint Resolution
- Follow-up skills
- Database Management
- Team Development
- Work Prioritization
- Client Relations
- Prioritization
- Complaint Handling
Timeline
Customer Service Representative
Ocean State Job Lot
08.2021 - Current
Customer Service Representative
CVS Corporate Office
07.2019 - 03.2020
Supervisor
Metlife
06.2014 - 04.2019
Residential Manager
CranstonArc
11.2010 - 11.2013
No Degree - Liberal Arts And General Studies
Community College of RI
No Degree - Liberal Arts And General Studies
Rhode Island College
High School Diploma -
Classical High School
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