Summary
Overview
Work History
Education
Skills
Timeline
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Kimmantha Ross

Dallas,TX

Summary

Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve a company's success. Self-assured professional with the desire to be challenged on the job. Pursuing a position as an an Online Chat Specialist where dynamic communication skills can be utilized. Motivated customer service professional with proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills. Results-driven Online Chat Specialist promoting ways to improve customer engagement. A relationship-builder and multitasking professional Looking for the next amazing opportunity utilizing great skills in customer service in busy environment. Highly astute Online Chat Specialist offering a passion for working with others. Smart and determined about finding the right solution for the customer the first time. Pursuing a role where mentoring and coaching skills are in demand.

Overview

16
16
years of professional experience

Work History

Chat Support Specialist

Tech Mahindra
05.2022 - 01.2023
  • Responded to customer inquiries and provided accurate information about products and services via live chat.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Monitored customer conversations and provided timely, knowledgeable assistance.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Assisted department with email-based and phone support when call center was busy or short-staffed.
  • Handled inbound customer chat conversations from various websites.
  • Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
  • Assisted team leader with coaching and mentoring of new employees.
  • Trained new team members on live chat procedures and customer service protocols.
  • Worked closely with each customer to carefully resolve issues within timely fashion

CSR - Customer Service Representative

Evolent Health
08.2021 - 05.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Call Center Rep/Chat Agent

GOW/Nela Utilities
12.2017 - 08.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained and managed customer files and databases.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Document Clerk/call Center Rep

JP Morgan Chase
12.2014 - 12.2017
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Processed debit and credit card and electronic check payments.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Cross-trained and backed up other customer service managers.

Chat Customer Service Representative

Residence Inn by Marriott
11.2012 - 12.2014
  • Responded to customer inquiries and provided accurate information about products and services via live chat.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Handled inbound customer chat conversations from various websites.
  • Assisted customers with order placement, product returns and order tracking.
  • Assisted team leader with coaching and mentoring of new employees.
  • Provided online demonstrations to educate customers on product features and online help resources.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Reached out to customers after completed sales to suggest additional service or product purchases.

Switchboard Operator

LowesHomeImprovement
12.2009 - 11.2012
  • Connected callers with appropriate professional, department, or business.
  • Created and maintained company phone directory with current extensions and staff information.
  • Announced important information and emergency notifications over PA system.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Maintained detailed customer call and inquiry logs for performance monitoring.
  • Identified service improvement opportunities through call volume and performance reports.
  • Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
  • Processed customer payments for timely, accurate order fulfillment.
  • Followed up on customer inquiries to confirm issues were adequately addressed.

Document Research Associate

JPMorganChase
01.2007 - 12.2009
  • Helped team meet regulatory requirements by coordinating documentation and filings.
  • Gathered and organized information for research purposes.
  • Developed data collection strategies and monitored data quality for optimal research results.
  • Determined areas of research to increase knowledge in particular field.
  • Utilized statistical packages to analyze data and create visualizations.
  • Requested or acquired equipment or supplies necessary for projects.
  • Sorted data into well-organized formats and transformed into figures.
  • Identified sources of funding to prepare research proposals and submit funding applications.

Education

Diploma -

Neville High School
Monroe, LA
05.1994

Skills

  • Administrative and Office Support
  • Patient Profiles
  • Information Updates
  • Customer Data Confidentiality
  • Management Interaction
  • Issue and Complaint Resolution
  • Team Leadership
  • Documentation

Timeline

Chat Support Specialist

Tech Mahindra
05.2022 - 01.2023

CSR - Customer Service Representative

Evolent Health
08.2021 - 05.2022

Call Center Rep/Chat Agent

GOW/Nela Utilities
12.2017 - 08.2021

Document Clerk/call Center Rep

JP Morgan Chase
12.2014 - 12.2017

Chat Customer Service Representative

Residence Inn by Marriott
11.2012 - 12.2014

Switchboard Operator

LowesHomeImprovement
12.2009 - 11.2012

Document Research Associate

JPMorganChase
01.2007 - 12.2009

Diploma -

Neville High School

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Kimmantha Ross