Kesia McElveen
Clarksville,TN
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. 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.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
Clarksville, TN
10.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Realtor
ERA Chappell
Clarksville, TN
03.2008 - Current
- Assisted buyers with finding ideal homes by assessing needs, requirements and budgets.
- Advised and informed prospective clients on current market activities and conditions.
- Wrote contracts to outline sales and purchases of properties.
- Compared recently sold area properties to determine competitive market prices.
- Resolved client concerns related to home purchases to maintain high satisfaction ratings.
- Educated clients on changing or updating properties, buying and selling techniques and processes to maintain curb appeal.
- Handled day-to-day happenings of real estate office to consistently grow client base and increase revenue.
- Liaised between buyers and sellers to establish favorable prices and negotiate contract terms.
- Verified payment and loan paperwork for property sales by working closely with banks, buyers and sellers.
- Interviewed clients and generated lists of potential properties meeting specific requirements from available listings.
Retail Merchandising Specialist
Acosta Sales & Marketing
Clarksville, TN
04.2013 - 07.2020
- Kept work areas neat, clean and free from debris.
- Picked and packed order items.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
- Stocked shelves, racks, and cases with new or transferred merchandise.
- Greeted customers and directed to requested products.
- Followed orders precisely for correct items, sizes and quantities.
- Moved merchandise using forklifts, pallet jacks and hand trucks.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Moved cardboard, plastic ties and other debris from unboxing to trash.
- Blocked and faced products on displays and shelves in accordance with company policy.
- Collected, analyzed and modeled sales trends and customer preferences data to inform inventory development decisions.
Education
Bachelor of Science - Psychology
Ashford University
San Diego, CA01.2024
High School Diploma -
Clarksville High School
Clarksville, TN05.1987
Skills
- Interpretation and Translation Services
- Data Entry and Maintenance
- Call Documentation
- POS Systems and Ordering Platforms
- Order and Refund Processing
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Microsoft Excel
- Google Drive
- Microsoft Exchange
- Answering Customer Questions
- Microsoft Windows
- Credit Card Payment Processing
- Information Inputting
- Customer Inquiry Response
- Microsoft Office
- Inquiry Requests
- Teller Transactions
- ADP Workforce Now
- Active Listening
- Call Transfers
- Microsoft Internet Explorer
- Microsoft Outlook
- Adobe Systems Adobe Creative Cloud
- Customer Service and Assistance
- Time Management
- Telephone Management
- PCI (Payment Card Industry)
- Handheld Computer Device Software
- YouTube
- Cash Register Operations
Timeline
Customer Service Representative
Teleperformance USA
10.2020 - Current
Retail Merchandising Specialist
Acosta Sales & Marketing
04.2013 - 07.2020
Realtor
ERA Chappell
03.2008 - Current
Bachelor of Science - Psychology
Ashford University
High School Diploma -
Clarksville High School
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