Kiashada Ames
Cambridge,MD
Summary
Authorized to work in the US for any employer
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.
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Diligent Job Title skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
10
10
Certifications
Work History
Customer Service Representative
Walmart
Easton, MD
01.2022 - Current
- Provides excellent customer services to customers/ Cashier
- Provided ongoing guest service.
- Increased efficiency and team productivity by promoting operational best practices.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved Type issues over phone with Number customers daily.
- Promoted available products and services to customers during service, account management and order calls.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Effectively communicated with customers about account changes, new Type products or services and potential Type upgrades.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Production Worker
Cadmus Communications, a Cenveo Company
Hurlock, MD
02.2010 - 02.2021
- Assembled products according to changing daily work orders and specific customer needs.
- Organized work to meet demanding production goals.
- Graded and packaged finished products, transporting items for additional processing, storage or shipment off-site.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Resolved issues quickly to maintain productivity goals.
- Inspected and adjusted work performed to meet expectations.
- Documented production information via daily system logs and discussed issues with management.
- Unloaded incoming products and moved boxes to staging areas, sorted items and transported to final storage locations.
- Inspected final products to assess compliance with quality standards and established tolerances.
- Located and picked merchandise to fulfill daily customer orders.
- Used equipment properly to avoid workplace hazards or injuries.
CNA - Certified Nursing Assistant
BrightStar Care
Easton, MD
06.2019 - 03.2020
- Light housekeeping medication reminders running errands
- Worked in a nursing home and home environment
- Provided patients/residents with care and companionship
- Monitored vital signs
- Delivered medication to clients, patients, and residents
- Served meals
- Aided clients, patients, and residents with personal hygiene
- Assisted clients, patients, and residents with activities of daily living
- Aided in lifting clients, patients, and residents when necessary
- Coordinated activities for clients, patients, and residents
- Assisted with wound care
- Recorded client, patient, and resident care daily
- Cleaned and sanitized rooms
- Changed bed linens
- Performed post-mortem care, if needed
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Obtained client medical history, medication information, symptoms and allergies.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Checked supply availability and laid out instruments for Type patient rooms.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Transported patients between rooms and appointments or testing locations.
Customer Service Representative
Goose Creek/Subway
Mardela Springs, MD
01.2013 - 05.2015
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided ongoing guest service.
Education
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North Dorchester High School
08.2005 - 06.2009
Skills
Assessmentsundefined
Certification
Certified Nursing Assistant (4 years)
Timeline
Customer Service Representative
Walmart
01.2022 - Current
CNA - Certified Nursing Assistant
BrightStar Care
06.2019 - 03.2020
Customer Service Representative
Goose Creek/Subway
01.2013 - 05.2015
Production Worker
Cadmus Communications, a Cenveo Company
02.2010 - 02.2021
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North Dorchester High School
08.2005 - 06.2009