Kindall Smith
Las Vegas,NV
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Capital One
03.2019 - 06.2022
- 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.
- Updated account information to maintain customer records.
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
Customer Service Escalation Specialist
Virgin America
02.2016 - 04.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
Phoenix High School
Lancaster, CA05.2010
Skills
- Scheduling
- Call Management
- Data Collection
- Account Updating
- Product Knowledge
- Data Entry
- Complaint Resolution
- Appointment Scheduling
- Service Upselling
- Customer Service
Timeline
Customer Service Representative
Capital One
03.2019 - 06.2022
Customer Service Escalation Specialist
Virgin America
02.2016 - 04.2019
High School Diploma -
Phoenix High School
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