Kettura Blaise
Hollywood,FL
Summary
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. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Customer Relations Executive
Verizon
Aventura, FL
04.2023 - Current
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Partnered with sales teams to provide critical insights into customer needs that led to increased upselling opportunities and further revenue generation.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Customer Service Representative Supervisor
Alorica
Miami, FL
11.2019 - 05.2023
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Mentored junior representatives, leading to increased productivity and improved skill sets within the team.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
Brand Ambassador Team Lead
Suitsupply
Miami Beach, FL
02.2017 - 11.2019
- Developed recap reports to communicate competition trends, product introductions and new promotions
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty
- Communicated product information with confidence and educated consumers about company
- Identified key high-traffic, consumer-centric locations and built rapport with prospective customers and vendors
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion
- Placed new and existing brand products in competitive retail locations
- Worked with team to achieve sales goals for products
Customer Service Representative
Macy's
Miami Beach, FL
05.2015 - 09.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Master of Advanced Study - Technology Education
Broward College
Fort LauderdaleBachelor of Technology - Technology Management
Broward College
Fort Lauderdale06.2021
Skills
- Financing Structures
- Client Correspondence
- Vendor Relations
- Inventory Audits
- Conflict Resolution Tactics
- Route Optimization
- Employee Performance Evaluations
- Material Sourcing and Distribution
- Supply Chain Distribution
- Leadership
- Data analysis
- Tracking Metrics
- Customer Relationship Management
- Supply Chain Modeling
- Supplier Review
- Procurement
- Excellent written and verbal communication
- Excellent analytical and problem-solving
- Logistics Planning
Timeline
Customer Relations Executive
Verizon
04.2023 - Current
Customer Service Representative Supervisor
Alorica
11.2019 - 05.2023
Brand Ambassador Team Lead
Suitsupply
02.2017 - 11.2019
Customer Service Representative
Macy's
05.2015 - 09.2018
Master of Advanced Study - Technology Education
Broward College
Bachelor of Technology - Technology Management
Broward College