Ketsia Lubaki
Canal Winchester,OH
Summary
Dynamic Customer Service Representative with a proven track record at Spectrum, excelling in client relations and active listening. Skilled in resolving inquiries and complaints, enhancing customer loyalty. Trained new staff on effective service protocols, leveraging critical thinking and data entry expertise to ensure accurate account management and exceptional service delivery.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Spectrum
Columbus, OH
12.2023 - Current
- Resolved customer inquiries efficiently through phone and online channels.
- Processed billing adjustments, ensuring accuracy in customer accounts.
- Documented customer interactions in CRM system for future reference and analysis.
- Trained new representatives on company policies and customer service protocols.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Associate of Science - Business Administration And Management
Columbus State Community College
Columbus, Ohio, OH05-2026
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center operations
- Call management
- Client relations
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints, and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Certification
- Sales Essentials Certificate
- Sales Manager Certificate
Languages
Spanish
Elementary
Timeline
Customer Service Representative
Spectrum
12.2023 - Current
Associate of Science - Business Administration And Management
Columbus State Community College