Kiami Terry
Jacksonville ,FL
Summary
Dynamic customer service professional with a proven track record at Maximus, excelling in conflict resolution and process improvement. Adept at training teams and enhancing customer satisfaction through effective complaint handling. Recognized for implementing solutions that streamline operations and foster loyalty, driving repeat business and elevating service standards.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Maximus
Jacksonville FL
03.2023 - Current
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed high-volume call queues while maintaining service quality standards.
- Provided training and mentorship to new representatives, improving team performance.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Implemented solutions for complex issues, streamlining escalation processes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Shift Leader
Krystal
Jacksonville FL
07.2022 - 10.2025
- Supervised team operations to ensure efficient workflow and adherence to company standards.
- Trained and mentored new staff on service protocols and operational procedures.
- Monitored inventory levels, facilitating timely restocking to meet customer demand.
- Implemented quality control measures to enhance food safety and service consistency.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Customer Service Representative
Concentrix
Jacksonville FL
06.2016 - 06.2022
- Developed knowledge base articles to assist team in resolving frequent queries.
- Collaborated with cross-functional teams to ensure seamless service delivery.
- Monitored performance metrics, driving initiatives to exceed service level agreements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Jean Ribault Highscool
Jacksonville, FLSkills
Customer relationship management
Conflict resolution
Quality assurance
Process improvement
Team leadership
Training and development
Call center operations
Escalation procedures
Complaint handling
Customer service
Active listening
Customer relations
Problem resolution
Relationship building
Timeline
Customer Service Representative
Maximus
03.2023 - Current
Shift Leader
Krystal
07.2022 - 10.2025
Customer Service Representative
Concentrix
06.2016 - 06.2022
High School Diploma -
Jean Ribault Highscool