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
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
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
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
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
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