Summary
Overview
Work History
Education
Skills
Timeline
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Keshell Jamerson

Tulsa, Oklahoma, United States,OK

Summary

Reliable Work From Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally-researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls.

Overview

11
11
years of professional experience

Work History

Manager/Waitress

Waffle That
03.2021 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Controlled costs to keep business operating within budget and increase profits.
  • Planned and budgeted accurately to provide business with resources needed to operate smoothly.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Increased sales by 10%

Technical Customer Service Representative

Aventiv Techonolgies
09.2018 - 03.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Audited production reports, tracking data entry and processing errors.
  • Developed and implemented department policies and Standard Operating Procedures (SOP).
  • Participated in weekly conference calls with management to discuss department updates and strategies.
  • Managed over 50 customers call per day
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Customer Service Cashier

Braums Ice Cream
01.2013 - 06.2018
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Met customer service goals and exceeded customer expectations.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Processed customer orders and accurately handled payment transactions.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Counted money in drawers at beginning and end of each shift.
  • Answered product questions using knowledge of sales and store promotions.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Lifted up to 50 pounds at once and used forklift to move heavier loads.

Education

High School Diploma -

Union Highschool
Tulsa, OK
05.2016

Skills

  • Flexibility
  • Adaptability
  • Self-Motivated
  • Organized
  • Dependable
  • Independent

2 years of experience keying in data into systems

2 years auto Insurance knowledge and experience with policies

Proficient in Microsoft Excel along with other MS products

Ability to conduct investigation and research into system errors and discrepancies

Experience Analyzing, Coordinating, and documenting data

Effective verbal and written communication skills to interact with business and technical resources

General understanding of the insurance industry and organizational relationships of the company

Stable WiFi and a private area to work from home

Timeline

Manager/Waitress

Waffle That
03.2021 - Current

Technical Customer Service Representative

Aventiv Techonolgies
09.2018 - 03.2021

Customer Service Cashier

Braums Ice Cream
01.2013 - 06.2018

High School Diploma -

Union Highschool

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Keshell Jamerson