Summary
Overview
Work History
Education
Skills
Timeline
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Kiana Grogans

Sanford,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience Customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Crisis Advocate

Elite Dollz Of Faith
01.2022 - 05.2024
  • Fostered culture of continuous learning by initiating regular professional development opportunities within team, enhancing individual skill sets and collective knowledge base.
  • Delivered training sessions on domestic violence prevention and awareness, fostering supportive community environment.
  • Enhanced client safety by conducting thorough risk assessments and creating personalized safety plans.
  • Maintained accurate and up-to-date case records, ensuring effective communication among team members and timely interventions.
  • Collaborated with community partners to ensure comprehensive support system for clients, facilitating access to essential resources.

Customer Service Representative

Williams-Sonoma
05.2019 - 12.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Representative

Walmart
10.2016 - 10.2018
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Cashier

Save A Lot Grocery Store
01.2015 - 12.2016
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained balanced cash drawer, ensuring accurate accounting at end of each shift.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.

Education

Certification - Medical Assisting

United Education Institute
Morrow, GA
10.2018

High School Diploma -

Warhill High School
Williamsburg, VA
06.2012

Skills

  • Client Advocacy
  • De-Escalation Techniques
  • Empathy Display
  • Problem-solving abilities
  • Data Entry
  • Customer Relations
  • Patience and Empathy
  • Work Ethic and Integrity
  • Cash Handling
  • Time management skills
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution

Timeline

Crisis Advocate

Elite Dollz Of Faith
01.2022 - 05.2024

Customer Service Representative

Williams-Sonoma
05.2019 - 12.2021

Customer Service Representative

Walmart
10.2016 - 10.2018

Cashier

Save A Lot Grocery Store
01.2015 - 12.2016

Certification - Medical Assisting

United Education Institute

High School Diploma -

Warhill High School

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Kiana Grogans