KIONA CLARK
Greenville,NC
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sales/ Retention CSR
Focus Services Inc.
Greenville, NC
09.2024 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly
- Answered constant flow of customer calls with minimal wait times.
Key Holder
A+ Wine and Spirits
White Plains, MD
04.2023 - 12.2023
- Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Assisted customers in locating specific items they were looking for quickly resulting in an increase of overall client satisfaction.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Increased store sales by creating visually appealing merchandise displays and product placements.
- Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
- Collaborated with the management team on implementing strategies to achieve store''s monthly sales targets.
- Maintained store's cleanliness and visual standards, creating welcoming environment for customers.
- Negotiated with suppliers for timely deliveries, ensuring that store was always stocked with customer favorites.
- Conducted thorough audits of cash handling procedures, safeguarding against discrepancies.
- Enhanced store security by meticulously following all opening and closing procedures.
- Monitored and reported on sales trends, providing valuable insights for inventory management.
- Managed inventory accurately, ensuring stock levels were consistently optimized for sales demands.
Traffic Control Lead
Traffic Management Incorporated
Upper Marlboro, MD
08.2021 - 03.2023
- Assisted in resolving onsite conflicts between workers, motorists, or pedestrians through effective problem-solving strategies.
- Collaborated with construction crews and engineers to develop comprehensive traffic management plans, minimizing disruptions to local traffic patterns.
- Maximized client satisfaction through clear communication about project timelines and any anticipated delays due to weather conditions or other unforeseen variables.
- Achieved successful project completion through meticulous attention to detail in executing well-designed traffic management plans.
- Enhanced team communication by conducting daily pre-shift meetings to discuss safety protocols and job assignments.
- Improved traffic flow by efficiently directing vehicles and pedestrians at construction zones.
Traffic Control Flagger
Area Wide Protective
Upper Marlboro, MD
02.2021 - 08.2021
- Calmly managed clearing of path during passage of emergency vehicles.
- Provided essential instructions to foremen, crew chiefs and other flaggers.
- Demonstrated strong decision-making skills when determining appropriate actions in response to changing conditions or emergencies within the work zone.
- Collaborated with construction crews and project managers to establish optimal traffic flow patterns during roadwork operations.
- Maintained constant communication with fellow flaggers to ensure smooth coordination of traffic control efforts.
- Established a positive rapport with the public by answering questions about construction activities courteously and professionally whenever approached near the worksite.
- Increased worker safety by promptly reporting any hazardous conditions or incidents observed on job sites.
- Actively alerted construction crew about vehicles failing to obey signals, preventing accident and injury.
- Familiar with use of hand signaling procedures.
- Handled unexpected events or emergencies calmly and efficiently, minimizing disruptions to traffic flow and work progress.
- Utilized a variety of signaling equipment, including flags, signs, and radios, to effectively communicate with motorists and crew members.
- Organized and maintained site equipment during slow hours.
- Enhanced safety for both drivers and workers by closely monitoring work zones and adjusting flagging signals accordingly.
- Intimately familiar with flagging safety regulations and equipment as published by OSHA.
- Participated in ongoing training programs related to traffic control procedures, road safety regulations, and first aid techniques.
- Supported efficient project completion by managing lane closures and adjusting schedules as necessary based on construction progress.
- Conducted regular inspections of traffic control equipment to ensure proper functioning and compliance with safety standards.
- Developed a thorough understanding of specific project requirements through close collaboration with supervisors and team members.
- Accustomed to nighttime flagging in high traffic areas.
- Managed work zones using large signs and hand signals to direct traffic.
- Spoke clearly and confidently to drivers to provide detour routes and direct around work areas.
- Put out barrels and cones to prevent driver access to specific roads or areas.
- Obtained all necessary license/certifications such as CPR, OSHA,ATSSA and Bloodborne Pathology Certification
Call Center Manager
Righttime Medical Care
Crofton, MD
06.2013 - 05.2018
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Determined quality assurance benchmarks and set standards for improvement.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Trained team members on performance metrics and consumer behavior identification.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Worked in CSC above call center and all facilities with On call doctors for all and any hospital transfers with medical director
Education
General -
Suitland High School
Forestville Md06.2005
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Critical thinking
- Professional telephone demeanor
- Computer proficiency
- Documentation
- Data entry
- Scheduling
- Office equipment proficiency
- Call management
- Administrative support
- Dispute resolution
- Staff training
- Call center operations
- Microsoft Office Suite
- De-escalation techniques
- Appointment scheduling
- Follow-up skills
- Medical terminology
- Construction laborer
Important Information
- ETickets for Reserved services are valid only for the specific train number, date and accommodation type booked.
- Passengers are encouraged to arrive at the station 30 minutes before departure or 60 minutes if in need of ticketing and/or baggage assistance, or if you're boarding at a Canadian station.
- Tickets are non-transferable and are valid only for the personal use of the passenger(s) named on the ticket.
- Changes to your itinerary may result in an increase to your fare and may result in fees or forfeiture of value.
- If your train is canceled, you can modify your reservation in the Amtrak app or on Amtrak.com.
- Carry-on baggage is limited to 1 personal item under 14x11x7 inches & 25 lbs. per item, and 2 bags under 28x22x14 inches & 50 lbs. per bag, per passenger.
- At most stations where checked baggage service is available, baggage check-in normally must be completed 45 minutes prior to departure.
- We are committed to providing a quality experience both in station and onboard.
- Prepare for your journey by reviewing important safety & security information and resources.
- If You See Something Say Something. Contact Amtrak Police at 1-800-331-0008 or text to APD11 (27311).
Passenger Id
9067000191
Travel Details
050527, 050527-29MAY24, Alexandria, VA, 05/30/24, 11:26 AM, Durham, NC, 05/30/24, 06:01 PM, CAROLINIAN, 1
Certification
CPR, ATSSA,OSHA
Timeline
Sales/ Retention CSR
Focus Services Inc.
09.2024 - Current
Key Holder
A+ Wine and Spirits
04.2023 - 12.2023
Traffic Control Lead
Traffic Management Incorporated
08.2021 - 03.2023
Traffic Control Flagger
Area Wide Protective
02.2021 - 08.2021
Call Center Manager
Righttime Medical Care
06.2013 - 05.2018
CPR, ATSSA,OSHA
General -
Suitland High School