Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Keyondra Reynolds

Fairburn,GA

Summary

Dynamic Customer Service Representative with a proven track record at Teleperformance, excelling in conflict resolution and customer relations. Leveraged critical thinking to enhance customer satisfaction and loyalty, while mentoring new hires. Proficient in Microsoft Excel, I streamlined processes and improved data accuracy, fostering a culture of excellence and efficiency.

Diligent Desired Position with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

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, ad providing customized solutions to build loyalty.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Teleperformance
01.2022 - 04.2025
  • 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 strong product knowledge to provide informed recommendations based on individual customer needs.
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.

Date Quality Specialist

Urban Outfitters, Inc.
01.2020 - 01.2022
  • Reduced errors in datasets with thorough attention to detail, ensuring accurate information for decisionmaking.
  • Designed custom scripts for cleaning erroneous or duplicate records from databases, preserving only valuable information.
  • Trained colleagues on best practices in data quality management, fostering a culture of accuracy and diligence.
  • Conducted periodic audits of databases to identify areas requiring improvement, enhancing overall integrity of the system.
  • Leveraged data profiling and statistical analysis techniques to identify trends, patterns, and anomalies within datasets, guiding the development of targeted improvement strategies.
  • Streamlined data management tasks for improved efficiency in data analysis and reporting.
  • Automated routine data quality checks for increased productivity and reduced manual effort.
  • Improved database performance through regular maintenance activities such as indexing, partitioning, and optimization.
  • Enhanced data quality by implementing stringent validation processes and procedures.
  • Developed comprehensive documentation for data quality processes, enabling easy replication of methods and practices.
  • Championed adherence to standardized naming conventions and metadata definitions within the organization to minimize confusion or misinterpretation of dataset contents.
  • Implemented robust access controls to protect sensitive information from unauthorized alteration or deletion, safeguarding company assets from potential risks associated with compromised data integrity.
  • Coordinated with external vendors to ensure seamless integration of third-party datasets into internal systems while maintaining high standards of cleanliness and accuracy.
  • Facilitated communication between departments to ensure timely resolution of identified data issues.
  • Collaborated with cross-functional teams to identify and resolve data discrepancies, maintaining consistency across the organization.
  • Contributed to the creation of a centralized data repository by consolidating information from disparate sources, promoting a unified view of organizational performance.
  • Assisted IT team with troubleshooting technical issues affecting data storage or retrieval systems when necessary.
  • Evaluated new tools and technologies for potential integration into existing workflows, staying ahead in industry advancements related to data quality management.
  • Simplified complex datasets using effective visualization techniques that facilitated better understanding among stakeholders.
  • Developed and executed data cleanup measures.
  • Evaluated large datasets for quality and accuracy.
  • Collaborated with business analysts and software development team to identify and convert business goals into data requirements.
  • Researched and determined scope and complexity of issues.
  • Determined root cause of data quality errors and recommended long-term solutions.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Developed customized reports, summarizing and presenting data in visually appealing format.
  • Created dashboards to monitor and track key performance indicators.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Created data models to support decision-making processes.

Education

High School Diploma - N/a

Glenn Hills High School
Augusta Ga
05.2022

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management
  • Product knowledge
  • Paperwork processing
  • Appointment scheduling
  • Order processing
  • Team development
  • Documentation
  • Administrative support

Accomplishments

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Certification

  • MCAS - Microsoft Certified Application Specialist
  • Certified Job Title, Company Name - Timeframe
  • Area of expertise License - Timeframe

Languages

English
Full Professional

Timeline

Customer Service Representative

Teleperformance
01.2022 - 04.2025

Date Quality Specialist

Urban Outfitters, Inc.
01.2020 - 01.2022

High School Diploma - N/a

Glenn Hills High School
Keyondra Reynolds