Kiena Dukes
Brooklyn,NY
Overview
9
9
years of professional experience
Work History
Remote Customer Service Representative
TTEC
01.2025 - Current
- Responded to customer inquiries via chat and phone, providing accurate information and solutions in a timely manner.
- Conducted research to resolve customer issues and ensure first-contact resolution whenever possible.
- Communicated clearly and professionally, maintaining a positive and helpful attitude even with complex or challenging situations.
- Identified customer needs through effective questioning and active listening to deliver personalized support.
- Tracked and reported trends in customer interactions to management for continuous improvement.
- Performed additional duties as assigned, contributing to overall team efficiency and customer satisfaction
Retail Associate
Primark
01.2024 - 02.2025
- Delivered excellent customer service by greeting, assisting, and resolving customer questions or concerns.
- Maintained organized and visually appealing clothing displays while ensuring overall store tidiness.
- Supported a safe and welcoming shopping environment through proactive assistance and attention to detail.
Cashier
Rite Aid
10.2016 - 10.2023
- Delivered excellent customer service by assisting shoppers, answering inquiries, and resolving issues.
- Stocked shelves, monitored inventory, and maintained a clean, organized, and safe work environment.
- Balanced customer support with operational tasks efficiently in a fast-paced retail setting.
Inbound Call Center Sales Representative
CVS
Brooklyn, New York
05.2018 - 09.2019
- Answered a high volume of calls, and consistently met turnover targets.
- Documented call encounter details in full using the internal system.
- Connected callers with the correct departments for different needs.
- Helped callers complete and pay for orders using online systems.
- Escalated complex customer issues to senior call center staff and management.
- Maintained call control with the use of persuasive communication techniques, and provided scripts.
- Expanded knowledge continuously by gathering feedback from customers, and working with different.
- Departments focus on solutions, and read internal documentation on changing policies.
- Improved sales strategies based on data from clients and market surveys.
- Answered warm inbound calls from potential customers, answering advertising solicitations.
- Moved customers swiftly through the sales process by scheduling appointments for presentations and personal.
- Opened and updated customer accounts with personal information. Payment methods and order details.
Education
Associate in Arts (A.A) - Arts
CUNY Borough of Manhattan Community College
05.2019
High School Diploma -
Academy for Young Writers
06.2016
Skills
- Customer engagement and retention
- Order resolution and issue tracking
- Time management and organization
- Product knowledge and support
- Call handling and payment processing
- Inbound communication and computer skills
References
Emery C. Jones
Former Manager, Lucille Rose Daycare Center
Phone: (917) 687-5833
Ramona Nath
Former Supervisor, Rite Aid
Phone: (347) 592-7782
Shaquanna Raymond
Former Supervisor, Primark
Phone: (718) 355-1742
Timeline
Remote Customer Service Representative
TTEC
01.2025 - Current
Retail Associate
Primark
01.2024 - 02.2025
Inbound Call Center Sales Representative
CVS
05.2018 - 09.2019
Cashier
Rite Aid
10.2016 - 10.2023
Associate in Arts (A.A) - Arts
CUNY Borough of Manhattan Community College
High School Diploma -
Academy for Young Writers