Kiana Lucas
Burlington,NC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. I am also a July 2021 graduate of Alamance Community College, with an Associate degree in Arts. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.Skilled in data entry, customer service, Vanillasoft, Microsoft Word applications, and overall communication.
- I am best described as a solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction, and contribute to company success. Articulate, enthusiastic and results-oriented, with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
- Lastly, I have great multitasking and time management abilities, and I’m devoted to giving every customer a positive and memorable to experience.
Overview
8
8
years of professional experience
Work History
Office Coordinator /Dispatcher
Plumbv / Happy Home HVAC
Durham, NC
06.2024 - Current
- Handled Training/ Onboarding for new hires
- Optimized technician dispatch schedules based on location, skill set, and urgency, improving on-time arrival rate.
- Used real time gps tracking to keep customers updated about technician ETAs.
- Identified and resolved communication gaps between field technicians and office staff to minimize delays and miscommunication.
- Conduct Training
- Used customer follow-up protocols to ensure satisfaction post-service and resolve outstanding issues promptly.
- Created call scripts and troubleshooting guides to improve consistency and professionalism in customer interactions.
- Dispatching technicians to jobs and updated customers accordingly
- Create purchase orders
- Coordinate service and office meetings
- Accounts receivables
- Tracked and analyzed customer feedback to identify service improvement areas and boost customer satisfaction scores.
- Developed proactive service reminders like (for annual maintenance), driving revenue and improving long-term customer relationships. (Membership Coordinator).
- Relayed messages or information using telephones.
- Reconciled customer accounts and resolved discrepancies.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered incoming calls and emails, providing frontline customer support assistance.
- Assisted sister company when help is needed (Happy Home, HVAC)
- Service Titan experience
- Organized events such as team lunches or group activities to foster positive relationships between new hires and existing staff members.
Customer Service Representative
Sports Endeavors
Hillsborough, NC
03.2024 - 11.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback to improve customer service
- Data entry
- Multitasking between 2 monitors
- Emails
- Used Microsoft teams to communicate with team
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Guest Advocate
Target
Burlington , NC
07.2020 - 10.2024
- Greeted customers and provided assistance to ensure a positive shopping experience.
- Assisted with returns, exchanges, and refunds in accordance with company policy.
- Provided product knowledge to customers on the features and benefits of products.
- Maintained an organized workspace while stocking merchandise.
- Resolved customer complaints in a professional manner.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Maintained cash register, self checkout, and drive up orders.
Staffing Recruiter
The Agency Employment Services
Burlington, NC
08.2021 - 02.2022
- Researched potential candidates using various sources such as job boards, social media, internal databases and referrals.
- Conducted phone interviews to assess candidate qualifications for open positions.
- Provided feedback to applicants regarding their applications and interview experience.
- Assisted in onboarding new hires by providing necessary paperwork and scheduling orientation sessions.
Supervisor
Krispy Kreme
Burlington, NC
07.2017 - 07.2020
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Trained, mentored, coached, evaluated, and terminated staff as necessary.
- Established and enforced clear goals to keep employees working collaboratively.
- Responded to customer questions regarding products, prices and availability.
Education
Associate in Arts - Art
Alamance Community College
Haw River, NC07.2021
High School Diploma -
Durham School of the Arts
Durham, NC06.2018
Skills
- Human Resources trainee
- Schedule Interviews
- Easily Trainable - open to feedback, eager to developing new skills
- Leadership Abilities
- Great overall communication
- Cash Handling Experience
- Computer Skills
- Microsoft suite
- Customer Satisfaction/ Customer Service
- Organizational Skills
- Team Player/ Problem Solver
- Adaptability - quickly adjusts to new environments and tasks
- Fast learner - proven ability to absorb and apply new information rapidly
- Motivated and dependable
- Supervising experience
- Data entry
- Typing
- Guest Relations
- Stress Tolerance
- Complaint Handling
- Information Protection
- Call Documentation
- CRM Software
- Data Entry
- Clerical Support
- Office Administration
- Calendar Management
- Scheduling
- Dispatching
- Accounts receivables
References
- Veronica Viveros Financing Coordinator at Plumb V
- Letron Lawson, General manager at Krispy Kreme, 910-773-0498
- Jenaro Ocampo Service manager at Plumb V
Contact
Burlington, NC 27215
Name & Contact
Timeline
Office Coordinator /Dispatcher
Plumbv / Happy Home HVAC
06.2024 - Current
Customer Service Representative
Sports Endeavors
03.2024 - 11.2024
Staffing Recruiter
The Agency Employment Services
08.2021 - 02.2022
Guest Advocate
Target
07.2020 - 10.2024
Supervisor
Krispy Kreme
07.2017 - 07.2020
Associate in Arts - Art
Alamance Community College
High School Diploma -
Durham School of the Arts