Kiersten Underwood
Memphis,TN
Summary
Professional position that will value my existing skills and abilities while providing for both personal and professional growth. Seeking a challenging and responsible position requiring professional skills combined with adaptability and resourcefulness. 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. Polite and professional individual who is successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Remote Customer Service Agent
Metronet
08.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Provide inbound customer support using a call flow guide
- Help customers resolve basic technical issues
- Track, document, and retrieve information in databases
- Offer additional products and/or services
- Deliver expert customer experiences…with a smile.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
Account Payables - Remote
IMC Companies
05.2023 - 02.2024
- Monitor all accounts and make sure payments are made in timely manner
- Enter all invoices into system
- Resolve any complaints or disputes that vendor may have
- Generate weekly reports to ensure all accounts are up to date.
Preschool Teacher
St James Learning Center
02.2022 - 02.2023
- Working with small children and help them acquire basic skills and knowledge
- Organizing activities, providing learning opportunities through play, comforting children in distress, supervising children on the playground, and reporting to parents
- Teaching how to use to silverware during lunch
- Making sure the child is change by using the diaper changing method.
Remote Customer Service Representative
UPS
08.2021 - 01.2022
- Validating each unit using a scanner and Microsoft Excel to verify the product
- Accurately completed cash register transactions
- Adhered to all store retail procedures and policies
- Assessed customer needs based on works and tone of voice to determine the best action to take for customer retention
- Initiated phone calls to current customers to ensure satisfaction with products and services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Remote Accounting Clerk
TruckPro, LLC
11.2020 - 05.2021
- Enter all credit card, checks, ACH/EFT payments into system
- Resolve any customer issues regarding account
- Generate weekly reports to ensure all payments are applied & accounts are up to date.
Customer Service/Data Entry Clerk
Scansource
03.2018 - 10.2020
- Receive inbound calls from customers or vendors regarding their account
- Resolve any issues customer/vendor may have regarding account
- Educated customers about product options to exceed their experience
- Ensure customer/vendor is satisfied with their service and products.
Customer Service Representative
Target
04.2016 - 12.2017
- Answer phone calls with a formal greeting
- Helping customers with complaints and questions
- Accurately completed cash register transactions
- Adhered to all store retail procedures and policies
- Educated customers about product options to exceed their experience
- Received and processed cash and credit payments
- Maintained record of sales.
Daycare Teacher
Midtown Church Of Christ Day-school
12.2016 - 11.2017
- Assisted individuals with special needs
- Maintained records of individual children
- Monitored the behavior and health of children
- Organized recreational activities
- Maintained an active learning environment
- Offered comfort and advice to children dealing with particular struggles
- Performed housekeeping duties such as cleaning toys and arranging items for use
- Prepared meals and snacks
- Taught educational programs for kids aged (2 mths-4 yrs
- Old).
Customer Service Representative
Fed Ex Ship Center
06.2015 - 10.2016
- Validating each unit using a scanner and Microsoft Excel to verify the product
- Accurately completed cash register transactions
- Adhered to all store retail procedures and policies
- Assessed customer needs based on works and tone of voice to determine the best action to take for customer retention
- Initiated phone calls to current customers to ensure satisfaction with products and services.
Education
Diploma -
East High School
Memphis, TN05.2014
Skills
- Customer Service: 3-4yrs
- Call Center: 1-2yrs
- Data Entry: 2-3yrs
- Cashier: 2-3yrs
- Sales: less than a year
- Teaching: 2-3yrs
- Be able to handle high-stressed situations
- Leadership
- Positive attitude
- Critical thinking
- Clean criminal record
- Customer satisfaction
- Team player
- Multi-line phone use
- Cash Management
- Problem solving
- Pays attention to detail
- Organizational skills
- Childcare
- Classroom Management
- Early Childhood Education
- Curriculum Development
- Meal Preparation
- Toddler Care
- Microsoft Excel
- English
- Microsoft Office
- Communication Skills
- Experience with Children
- Remote (5 years)
- Program Development
- Special needs
- Autism experience
- Infant care
- Classroom experience
- Outbound sales (3 years)
- Call center (3 years)
- Food service management (2 years)
- Banking
- Mentoring
- Babysitting
- Retail sales (4 years)
- Restaurant management (3 years)
- Restaurant experience (8 years)
- Food service (10 years)
- Windows (8 years)
- Bartending (3 years)
- Cash management
- Outbound sales
- Mobile devices
- Sales
- Retail sales
- Customer service
- Cash handling
- Accounting
- Microsoft Word
- Working with people with developmental disabilities
- Working with people with disabilities
- Computer literacy
- Microsoft Outlook
- Computer skills
- Communication skills
- Search engines
- Microsoft Powerpoint
- Social media management
- Upselling
- Supervising experience
- Time management
- Analysis skills
- Telemarketing
- Inside sales
- Data entry
Customer Service
Problem Resolution
Outstanding communication skills
Call center experience
Empathetic and genuine
Customer Complaint Resolution
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Remote Customer Service Agent
Metronet
08.2023 - Current
Account Payables - Remote
IMC Companies
05.2023 - 02.2024
Preschool Teacher
St James Learning Center
02.2022 - 02.2023
Remote Customer Service Representative
UPS
08.2021 - 01.2022
Remote Accounting Clerk
TruckPro, LLC
11.2020 - 05.2021
Customer Service/Data Entry Clerk
Scansource
03.2018 - 10.2020
Daycare Teacher
Midtown Church Of Christ Day-school
12.2016 - 11.2017
Customer Service Representative
Target
04.2016 - 12.2017
Customer Service Representative
Fed Ex Ship Center
06.2015 - 10.2016
Diploma -
East High School
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