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
1 HSN Drive, St. Petersburg, FL 33729
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)