Keturah Mccree
Brookshire,TX
Summary
Proactive customer service professional with a strong focus on active listening and critical thinking. Successfully resolved escalated issues, contributing to increased customer loyalty and maintaining high performance metrics.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Everise
Remote
08.2024 - 10.2025
- Resolved customer inquiries through various communication channels, enhancing overall satisfaction.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Provided accurate information about products and services, ensuring clarity for customers.
- Collaborated with team members to streamline processes and improve service efficiency.
- Documented customer interactions in CRM system, maintaining detailed records for future reference.
- Handled escalated issues professionally, contributing to conflict resolution and customer retention.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- verified client information
- used slack for escalation
- used doximity to schedule virtual visits
- scheduled in home visits using salesforce
- disposition each call
- Managed high call volumes while maintaining a professional demeanor and client-focused approach.
- Documented customer interactions accurately in CRM system for future reference and analysis.
- Collaborated with team members to enhance service protocols and improve overall customer satisfaction.
- Implemented quality assurance measures to maintain high standards of service consistency and accuracy.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Customer Service Representative
Conduent
Remote
08.2022 - 06.2024
- Assisted in training new staff on customer service protocols and best practices.
- Identified recurring service issues and recommended solutions to management for process improvement.
- Adapted quickly to changes in product offerings and service procedures, ensuring up-to-date knowledge base.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Prepared and reviewed individual and corporate tax returns for accuracy and compliance.
- Responded to client inquiries regarding tax-related issues, providing clear guidance and solutions.
- Prepared accurate tax returns for individuals, partnerships, corporations, and non-profit organizations, maximizing deductions and credits.
- Developed strong relationships with clients through consistent communication regarding their unique needs and goals related to taxation matters.
- Contributed to overall team success by consistently meeting or exceeding performance metrics for quality, productivity, and client satisfaction.
- Managed portfolio of assigned clients'' accounts, monitoring deadlines, payments, refunds, and other critical aspects of their financial health.
- Conducted thorough research on federal and state tax regulations, providing valuable insights to clients and team members.
- Analyzed financial records to verify accuracy of tax returns.
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
- Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.
- Collaborated with clients to answer questions and provide advice on tax matters.
- Analyzed financial documents to accurately reflect client information on tax returns.
- Identified potential audit red flags to minimize risk of IRS audits.
- Managed multiple phone lines, maintaining professionalism and clarity during peak call times.
- Resolved customer inquiries efficiently, ensuring high satisfaction levels in service interactions.
- Documented customer interactions accurately within CRM system to track issues and resolutions.
- Adapted quickly to changes in product offerings and policies, maintaining up-to-date knowledge for informed support.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
Cashier
Walmart
Dallas, TX
09.2020 - 06.2022
- Managed inventory replenishment to ensure product availability and organization on sales floor.
- Operated pallet jack and other equipment to efficiently transport merchandise from stockroom to display areas.
- Collaborated with team members to maintain cleanliness and safety standards in storage and sales environments.
- Streamlined stocking processes, reducing time spent on restocking by improving layout efficiency.
- Trained new staff on safe handling practices and operational procedures for stocking duties.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Scanned shelves and product cases to locate expired, outdated, and spoiled items.
- Collaborated with fellow team members, ensuring consistent communication and task distribution for a successful restocking process.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Ensured timely completion of nightly stocking tasks, optimizing store readiness for the following day''s operation.
- Consistently met or exceeded established stocking goals while maintaining accuracy in product placement throughout the store.
- Maintained neat, organized stockroom free of hazards.
- Maintained a safe working environment by adhering to company safety procedures and promptly addressing potential hazards.
- Provided excellent customer service when encountering early morning shoppers, answering questions, and offering assistance as needed.
- Streamlined overnight stock processes by implementing efficient organization and product placement techniques.
- Received, sorted and processed incoming stock and materials to prepare the stock for storage or shipment.
- Swept, dusted and mopped floor to perform regular cleaning and comply with sanitation standards.
- Assisted in training new employees, sharing best practices and providing constructive feedback on their performance.
- Promoted a positive work atmosphere among team members through respectful collaboration and open communication channels during overnight shifts.
- Demonstrated adaptability in performing additional duties beyond standard stocking assignments when necessary, such as assisting with floor resets or special projects.
- Minimized out-of-stock occurrences by diligently maintaining accurate inventory records and timely replenishing shelves as needed.
- Partnered with merchandising team to create and implement profitable pricing strategies.
Education
Bachelor of Science - Criminal Justice
Regent University
Virginia Beach, VA02-2029
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Complaint resolution
- Call center operations
- Scheduling
- Follow-up skills
- CRM software proficiency
- Live chat support
- Quality control
- Building rapport
- Data collection
- Conflict resolution
- Complaint handling
- Call center customer service
- Empathy display
- Customer inquiries
- Customer correspondence
- Quality assurance
- Resolving issues
- Appointment scheduling
- Customer service optimization
Timeline
Customer Service Representative
Everise
08.2024 - 10.2025
Customer Service Representative
Conduent
08.2022 - 06.2024
Cashier
Walmart
09.2020 - 06.2022
Bachelor of Science - Criminal Justice
Regent University