Summary
Overview
Work History
Education
Skills
Timeline
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Kia Robinson

Augusta,WI

Summary

Dynamic customer service professional with a proven track record at Xcel Energy, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic complaint handling and effective problem-solving. Skilled in data entry and team development, consistently exceeding service standards and fostering positive client experiences.

Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Xcel Energy
05.2025 - Current
  • 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

Customer Service Representative

Millis Transfer Inc.
09.2023 - 05.2025
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Managed timely and effective replacement of damaged or missing products.

In Home Daycare

Self Employed Services
01.2022 - 10.2023
  • Developed positive relationships with parents and children through effective communication skills.
    Created educational activities to stimulate physical, social, emotional, and cognitive development in children.
    Provided emotional support for children.
    Utilized creative support problem solving techniques to handle challenging situations with young children.
    Promoted children’s emotional development by encouraging respect of others.
    Maintained a secure environment for all children, following established safety standards.
    Followed all licensing and company standards to ensure the daily care of every child.
    Caregiver

Patient Care Coordinator

Browns Living
10.2018 - 09.2021
  • Managed multiple priorities under tight deadlines while remaining calm under pressure and delivering excellent results consistently.
  • Conducted thorough research to provide accurate information and resolve complex issues effectively.
  • Kept up-to-date with industry trends, product updates, and policy changes to provide knowledgeable assistance at all times.
  • Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
  • Assisted residents in activities of daily living
  • Provided compassionate care to elderly patients, adapting to their individual needs and preferences.
  • Prepared meals according to client dietary requirements
  • Developed meaningful relationships with clients, understanding their personal stories and daily routines.
  • Engaged clients through conversation and companionship, promoting independence and meeting social requirements.
  • Demonstrated excellent communication skills with clients, families and other healthcare professionals
  • Administrated medication in accordance with physician orders, ensuring accurate dosage and timing.
  • Responded quickly to emergencies and provided necessary aid.
  • Reported health changes and provided proper documentation to appropriate staff.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Education

High School Diploma -

Fall Creek High School
Fall Creek

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Relationship building
  • Customer relations
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Complaint resolution
  • Payment processing
  • Customer satisfaction measurement
  • Follow-up skills
  • Call management
  • Appointment scheduling
  • Team development
  • Documentation

Timeline

Customer Service Representative

Xcel Energy
05.2025 - Current

Customer Service Representative

Millis Transfer Inc.
09.2023 - 05.2025

In Home Daycare

Self Employed Services
01.2022 - 10.2023

Patient Care Coordinator

Browns Living
10.2018 - 09.2021

High School Diploma -

Fall Creek High School

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Kia Robinson