Khadijah R. Winters
Birmingham,AL
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.
Overview
11
11
years of professional experience
Work History
Platinum Card Customer Support Specialist
Omni Interactions
Remote Setting
02.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume remote call center setting, prioritizing tasks to keep up with challenging deadlines.
- Served customer account and technical needs across 100+ daily calls, consistently meeting productivity and quality targets.
- Used POS system to enter orders, process payments and issue receipts.
Document Management Processor
Direct Interactions
Remote Setting
03.2018 - 11.2019
- Created and maintained user accounts and properly routed documents for approval and training
- Carefully reviewed all documents and reports for completeness and accuracy
- Established and managed document distribution matrix and document control register
- Used Adobe Acrobat, Blue Beam and ProjectWise for document management and enhancements
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
Associate Expert
T-Mobile
Birmingham, AL (On-Site)
08.2016 - 03.2018
- Corrected any errors, including misapplied payments, billing errors and account updates, ensuring properly maintained accounts and customer information.
- Supported company's needs and implementation of company strategies and objectives to ensure customer retention.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Accepted and processed payments and purchases for new equipment using POS system.
Bank Teller
Wells Fargo Bank
Birmingham, AL (On-Site)
02.2013 - 05.2016
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on use of banking website and mobile apps.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Assisted customers with compromised debit cards and issued new credentials.
Education
Advanced Academic Diploma -
Fairfield High Preparatory School
Fairfield, AL05.2012
Skills
- 40 WPM
- Data entry
- Account management
- Administrative support
- Quality assurance
- Creative problem solving
- Technical Support
- Professional telephone demeanor
- Money handling abilities
- POS systems expert
Timeline
Platinum Card Customer Support Specialist
Omni Interactions
02.2020 - Current
Document Management Processor
Direct Interactions
03.2018 - 11.2019
Associate Expert
T-Mobile
08.2016 - 03.2018
Bank Teller
Wells Fargo Bank
02.2013 - 05.2016
Advanced Academic Diploma -
Fairfield High Preparatory School