Kiesharlia Earthly
Lewisville,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Social Security Administration, SSA⁷
02.2009 - 10.2018
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Implemented and developed customer service training processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.1
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Team Leader /
Verizon
07.2000 - 09.2008
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Assisted in recruitment to build team of top performers.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Developed and executed training programs that significantly improved team skills and morale.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Education
Bachelor of Arts - Ɓusiness Management
Dallas Baptist University
Dallas, TXSkills
Customer Service skills
Quick Learner
Very Dependable
Good Listener
Additional Information
Volunteer at my church in various areas
Timeline
Customer Service Representative
Social Security Administration, SSA⁷
02.2009 - 10.2018
Team Leader /
Verizon
07.2000 - 09.2008
Bachelor of Arts - Ɓusiness Management
Dallas Baptist University
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