Kira Pettaway
Tarboro,NC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Wellness Advocate
Swanson Health Products
Fargo, ND
09.2023 - 12.2025
Customer Service Representative
American Customer Care
Montoursville, PA
12.2022 - 06.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Customer Care Representative
Ver A Fast
Rocky River, OH
09.2020 - 09.2021
- Supported customers to maintain positive relationships throughout and following sales processes.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Customer Service Representative
Everise
Plantation, FL
09.2019 - 09.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Service Contact Center Agent
Focus
Greenville, NC
08.2018 - 09.2020
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Consulted with customers to resolve service and billing issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Navigated through computer systems to review information and respond appropriately to callers.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Took special orders in person and over telephone, generating additional revenue every month.
CNA
Heritage Retirement Center
Rocky Mount, NC
01.2017 - 08.2020
- Answered signal lights, bells or intercom systems to determine resident needs.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Observed and reported unusual symptoms and changes to charge nurse.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Used mobility devices to transport patients.
- Helped residents walk with or without self-help devices.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Assisted residents in preparing for activities and social programs.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Documented activities and recorded information in EMR system.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
CNA
Wilson Assistant Living Facility
Wilson, NC
04.2016 - 12.2019
- Answered signal lights, bells or intercom systems to determine resident needs.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Observed and reported unusual symptoms and changes to charge nurse.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Used mobility devices to transport patients.
- Helped residents walk with or without self-help devices.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Assisted residents in preparing for activities and social programs.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Supported non-ambulatory residents in range of motion exercises.
- Documented activities and recorded information in EMR system.
CNA
Wilson House
Wilson, NC
06.2017 - 08.2018
- Answered signal lights, bells or intercom systems to determine resident needs.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Used mobility devices to transport patients.
- Helped residents walk with or without self-help devices.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Assisted residents in preparing for activities and social programs.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Documented activities and recorded information in EMR system.
- Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals.
Education
Associate of Arts - Business Administration
Nash Community College
Nashville06-2013
Diploma
North Edgecombe High School
Tarboro, NC06-2011
Skills
- Customer Service
- CRM Software
- Customer Relations
- Inbound and Outbound Calling
- Call Center Operations
- Data Evaluation
- Microsoft Office Expertise
Timeline
Wellness Advocate
Swanson Health Products
09.2023 - 12.2025
Customer Service Representative
American Customer Care
12.2022 - 06.2023
Customer Care Representative
Ver A Fast
09.2020 - 09.2021
Customer Service Representative
Everise
09.2019 - 09.2020
Customer Service Contact Center Agent
Focus
08.2018 - 09.2020
CNA
Wilson House
06.2017 - 08.2018
CNA
Heritage Retirement Center
01.2017 - 08.2020
CNA
Wilson Assistant Living Facility
04.2016 - 12.2019
Diploma
North Edgecombe High School
Associate of Arts - Business Administration
Nash Community College