Kiara Jenkins
Jacksonville,FL
Summary
Accomplished Customer Service Representative with a proven track record of enhancing customer satisfaction and retention through expert complaint resolution and empathetic communication. Excelled in a fast-paced remote environment, achieving a 99% quality metric. Skilled in Salesforce and Microsoft Office, adept at problem-solving and detailed-oriented tasks, significantly improving operational efficiency.
Overview
12
12
years of professional experience
Work History
Customer Service Representative/Retention
David Gray
01.2023 - Current
- Respond to customer requests for products, services, and company information.
- Educate customers about billing, payment processing and support policies and procedures.
- Deliver prompt, service to prioritize customer needs and to ensure one call resolution.
- Meet customer call guidelines for service levels, handle time and productivity.
- Identify and resolve discrepancies and errors in customer accounts.
- Follow-through on all critical inter-departmental escalations to increase customer retention rates.
- Oversees routes and condition of field units to manage daily schedule and maintain organized shifts.
Customer Service Representative/Ecommerce
Venus Fashion
03.2014 - 01.2023
- Supported customers by responding to inbound email and chat with the ability to offer phone support when needed.
- Consistently ensured top notch empathetic customer service that fully supports Venus brand promises and policies in written and verbal format.
- Achieved all effectiveness and efficiency metrics, including email handle time, chat handle time, chat wrap up, phone handle time, quality and voice of the customer, schedule compliance and unavailable time.
- Developed/presented customer service solutions and/or suggested additional items, cross-sell, upsell to increase customer satisfaction and enhance customer relations.
- Consistently and effectively manage time to achieve optimal efficiency while utilizing resources and business partners to research and resolve customer issues.
- Provide customers with first contact resolution and create a low-effort customer experience.
-
Customer Service Representative
Convergys
04.2013 - 03.2014
- Resolved complaints to satisfy customers and encourage future transactions.
- Answered inbound calls in a fast paced environment assisting with multiple vendors.
- Collaborated with manager to provide customer feedback and recommend operational changes to meet emerging trends.
- Consistent in offering friendly greeting to create positive inbound calling experience for customers.
- Kept detailed records of daily activities through online customer database.
- Attained monthly metrics of 99% quality and daily goals.
Education
High School Diploma -
DBI Academy
Jacksonville, FL06-2010
Skills
- Complaint resolution
- Account updating
- Scheduling
- Problem Solving
- Typing Skills: 65 wpm
- Advanced Knowledge Microsoft Office
- Empathetic
- Excellent Communication Skills
- Detailed-Oriented
- knowledge of Salesforce
Timeline
Customer Service Representative/Retention
David Gray
01.2023 - Current
Customer Service Representative/Ecommerce
Venus Fashion
03.2014 - 01.2023
Customer Service Representative
Convergys
04.2013 - 03.2014
High School Diploma -
DBI Academy
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