Kimberly Alaniz Potts
Clarksville,TN
Summary
Experienced Customer Service Representative dedicated to making a meaningful impact and contributing to company success. Committed to continuous growth and professional development for role excellence. Skilled in oral and written communication, active listening, and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
SRT-Senior Resolution Team
HSN
09.2020 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
Customer service representative/Owner assistant
Hazlett’s concrete
01.2018 - 03.2020
- Provide job estimates, create job invoices and billing, take payment, answer phones, and create a friendly professional experience to customers
Customer service, Processer, and manager
Cedar Hill Meat processing
02.2011 - 01.2016
- Provide excellent customer service, quality meat, overseeing my team, as well as, ensuring smooth operating of the business
Education
Degree - Business
Nashville State Community College (NSCC)
12.2024
Skills
- Excellent written and oral communication
- Professional telephone etiquette
- Price quote
- De-escalation techniques
- Payment processing
- Dispute resolution
- Documentation
- Critical thinking
- Active listening
- Customer relations
- Call center experience
Activities
- Volunteer Mentor for Tennessee Promise, aiding high school students on their journey for higher education.
- Enjoy cooking, baking, and reading.
- Spending time with family.
Timeline
SRT-Senior Resolution Team
HSN
09.2020 - Current
Customer service representative/Owner assistant
Hazlett’s concrete
01.2018 - 03.2020
Customer service, Processer, and manager
Cedar Hill Meat processing
02.2011 - 01.2016
Degree - Business
Nashville State Community College (NSCC)
Similar Profiles
Emily MeadorEmily Meador
Customer Service Specialist at HSNCustomer Service Specialist at HSN
Herman ScanlanHerman Scanlan
Sets and Props at HSNSets and Props at HSN
Mya Greene-WatsonMya Greene-Watson
CNA at HSNCNA at HSN