Kierra Forbes
Anniston
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail 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. 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. Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Teller
Family Savings Credit Union
Anniston
03.2021 - Current
- Handling incoming customer inquiries through various communication channels (phone, email, chat).
- Provide accurate and timely information to customers regarding their inquiries or concerns.
- Resolve customer complaints and escalate complex issues to the appropriate departments.
- Responding to inquiries answering emails and phone calls from customers.
- Process customer orders.
- Listen to customer complaints and try to identify the cause of the problem.
- Provide information about products, services, or policies.
- Recommending product goods or services to potential customers.
- Establishing new customer accounts and record account information.
- Ensuring that information is accurate and complete.
- Knowledge of banking procedures, email, and making phone calls to members.
- Ability to add, subtract, multiply, and divide in all units of measure.
- Demonstrated ability to use a calculator and a computer.
- Experience with financial institution software systems
- Accept deposits, issue checks or savings withdrawal slips, handle withdrawals, process wire transfers, and exchange foreign currency.
- Answer customer questions, provide information about bank services, and verify customer identities.
- Maintain security and confidentiality, and adhere to federal and state banking regulations.
- Count cash at the beginning and end of each shift, record transactions, and record night banking hours for mail deposits.
Customer Service Representative
Teleperformance
Augusta
08.2021 - 03.2023
Quality Control Technician
General Dynamics
Anniston
02.2018 - 07.2020
- Conducted data review and followed standard practices to find solutions.
- Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
- Adhered to safety and clean area procedures to comply with agency and regulatory mandates.
- Identified and resolved variances to bring products in line with requirements.
- Safeguard customer requirements as well as product quality standards by delivering support.
- Reported problems and concerns to management.
- Performed visual assessment of products to evaluate conformance with quality standards.
- Performed routine maintenance and calibration on testing equipment.
- Completed supporting documentation for testing procedures, data capture forms, equipment logbooks and inventory forms.
Customer Service Associate
Beauty Outlet
Anniston
04.2014 - 07.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Boosted sales revenue by skillfully promoting diverse service options.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Regularly exceeded daily sales and product add-on quotas.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Receptionist
NHC Assistant Living
Anniston
11.2012 - 04.2014
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Confirmed appointments, communicated with clients and updated client records.
- Resolved customer problems and complaints.
- Answered phone promptly and directed incoming calls to correct offices.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Aggregated and prepared documentation and reports for office meetings, distribution and filing.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Responded to inquiries from callers seeking information.
- Answered and quickly redirected large volume of calls on central system.
Education
High School Diploma -
Anniston High School
Anniston, AL 08.2008 - 05.2012
Skills
- Specifications understanding
- Testing Procedures
- Documentation expertise
- Equipment calibration
- Sales
- Inbound and Outbound Calling
- Scheduling
- Product Knowledge
- Customer Complaint Resolution
- Quality Management
- Visual Displays
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Forklift License
- Information Assurance Awareness Training
- Accounting
- Drug and Alcohol Abuse Training
Timeline
Customer Service Representative
Teleperformance
08.2021 - 03.2023
Teller
Family Savings Credit Union
03.2021 - Current
Quality Control Technician
General Dynamics
02.2018 - 07.2020
Customer Service Associate
Beauty Outlet
04.2014 - 07.2018
Receptionist
NHC Assistant Living
11.2012 - 04.2014
High School Diploma -
Anniston High School
08.2008 - 05.2012