Keshauna Richardson
Jacksonville
Summary
Results-driven customer service professional with extensive experience in delivering exceptional support in fast-paced environments. Adept at building strong client relationships, resolving issues efficiently, and ensuring customer satisfaction. Proven ability to meet and exceed performance metrics while maintaining high-quality service standards. Skilled in communication, problem-solving, and process improvement, with a strong commitment to providing positive customer experiences and driving business success.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
GC Services LP
12.2022 - 03.2024
- Communicated with customers via phone, email, and chat, assisting with inquiries and website navigation for online orders.
- Accurately prepared and processed forms to adjust customer service levels.
- Consistently met or exceeded daily service quality and performance targets.
- Updated customer accounts with current personal and purchasing information.
- Resolved customer issues effectively and answered product-related questions to ensure satisfaction.
Customer Service Representative
Concentrix
08.2021 - 10.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, addressed concerns promptly, and escalated major issues to supervisors when needed.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution.
- Efficiently managed escalated calls, finding satisfactory resolutions for both customers and the company.
- Enhanced customer satisfaction with proactive strategies focused on addressing customer needs and resolving concerns.
- Streamlined call center processes, improving overall efficiency and response times.
Education
3.4 - Education
William M. Raines
Jacksonville, FL06.2016
Skills
- Clear verbal and written communication
- Active listening to understand customer needs fully
- Understanding and sharing customer feelings to build trust and rapport
- Staying calm and composed, even with difficult or frustrated customers
- Quickly analyzing and addressing customer issues
- Offering creative solutions where standard answers don't apply
Communication Skills
Empathy
Patience
Problem-Solving
Conflict Resolution
- De-escalating tense situations and turning negative experiences into positive ones
- Adjusting to different customer personalities and situations
- Balancing multiple tasks while ensuring efficient and quality service
- Troubleshooting common tech issues and understanding software/hardware basics
- Handling phone calls, emails, live chats, and social media queries seamlessly
Adaptability
Time Management
Technical Skills
Basic IT Knowledge
Multichannel Support
Timeline
Customer Service Representative
GC Services LP
12.2022 - 03.2024
Customer Service Representative
Concentrix
08.2021 - 10.2022
3.4 - Education
William M. Raines
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