Kendra Milner

• Consulting with clients day-to-day and having in-depth conversations regarding their future needs, and providing products and services based on client needs.
• General maintenance of client accounts, including scheduling and following up on appointments.
• Work with colleagues to ensure that collective goals are met, and monitor progress against goals throughout the day.
• Coaching co-workers and new hires to assist with on-the-job training, and how to effectively communicate with clients to meet daily goals.
• Developed marketing strategies for existing products, services and new product launches.
• Analyzed consumer behavior and market trends to create effective marketing campaigns.

• Provided guidance and support to Customer Service Representatives on a daily basis.
• Identify potential risks and provide problem-solving capabilities to the client.
• Created, implemented and maintained departmental policies and procedures.
• Developed customer service strategies to improve customer satisfaction ratings.
• Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
• Resolved escalated customer complaints in a timely manner.
• Assisted with the hiring process of new Customer Service Representatives.
• Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
• General maintenance of client accounts, including scheduling and follow-up.

Consulting with clients day-to-day and having in-depth conversations regarding their future needs, and providing products and services based on client needs.

• Resolved customer inquiries and complaints via phone, email, or other communication channels.
• Assisted customers with product information and pricing.
• Processed orders, returns, exchanges, and refunds accurately and promptly.
• Developed strong relationships with customers through friendly interactions and problem-solving abilities.
• Managed client accounts by providing accurate data entry services.
• Provided customer service support to clients in a timely and efficient manner.

• Developed and implemented process control systems to ensure product quality.
• Conducted root cause analysis of product defects and identified corrective actions.
• Analyzed data from quality assurance testing to determine if products met specifications.
• Maintained a safe work environment by following all safety regulations and guidelines.
• Collaborated with production teams to ensure that established quality standards were followed.
• Performed detailed inspections of incoming materials, ensuring they met the required standards.
• Created and maintained quality control documentation, such as inspection records and non-conformance reports.

• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.