Kesha Phipps-Adams
Fredericksburg,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. 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.
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
18
18
years of professional experience
Work History
Overnight Stocker and Receiver
Walmart
Fredericksburg, VA
05.2001 - 07.2012
- Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasi
- Greeted store customers and discussed needs.
- Stocked shelves to match planogram images and instructions.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Labeled products, rotated stock and fronted merchandise for appealing display.
Emergency Road Service Dispatcher/Glass Claims Representative
GEICO
FREDERICKSBURG, VA
01.1997 - 08.2000
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Responded to over 100 daily caller requests with information about assistance and timeframes.
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used coordination and planning skills to achieve results according to schedule.
- Participated in team-building activities to enhance working relationships.
Credit Card Customer Service Representative
Capital One
Fredericksburg, VA
01.1996 - 01.1997
- Received inbound customer calls related to credit and accounts receivable.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
- Recommended products and services to meet customers' credit card and banking needs.
RECORDS/TITLES CLERK
Navy Federal Credit Union
VIENNA , VA
01.1991 - 01.1993
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Improved operations through consistent hard work and dedication.
- Handled numerous incoming calls per day to address customer inquiries and concerns.
- recorded and released liens for collateral loans
- processed loan payoffs collateral and non colllateral loans
Education
No Degree -
University of Maryland - College Park
College Park, MDSkills
- Attention to Detail
- Productivity and Time Management
- Motivated Team Player
- Customer Service
- Strong Attention to Detail
- Customer Relationships
- Friendly and Enthusiastic
- Problem Solving
- Decision Making
- Verbal and Written Communication
- Honesty and Integrity
- Adaptable and Flexible
- Payment Processing
Affiliations
University of Mary Washington President's Advisory Committee on DiversityPCACD (representing parents of persons with Disabilities)
Timeline
Overnight Stocker and Receiver
Walmart
05.2001 - 07.2012
Emergency Road Service Dispatcher/Glass Claims Representative
GEICO
01.1997 - 08.2000
Credit Card Customer Service Representative
Capital One
01.1996 - 01.1997
RECORDS/TITLES CLERK
Navy Federal Credit Union
01.1991 - 01.1993
No Degree -
University of Maryland - College Park