Kirby Harden
Hampton,GA
Summary
Dynamic customer service professional with a proven track record at Sutherland Global, adept at resolving conflicts and enhancing client loyalty. Skilled in active listening and critical thinking, I streamline processes and build strong relationships, ensuring exceptional service and satisfaction. Recognized for effectively managing high-stress situations while maintaining professionalism.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Sutherland Global
12.2024 - 04.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Tax Consultant
TurboTax
01.2022 - 10.2024
- Facilitated smooth communication between clients and taxing authorities during inquiries or disputes, achieving favorable outcomes.
- Streamlined tax preparation process for increased efficiency and accuracy.
- Educated clients about the impact of life events on their taxes, helping them make informed decisions.
- Evaluated client financial records to identify opportunities for reducing taxable income through strategic planning.
Platinum Travel Consultant
American Express
07.2022 - 03.2024
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
Education
Associate of Science - Medical Billing And Coding
DeVry University
Decatur, GA09-2019
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Problem resolution
- Payment processing
- Professional telephone demeanor
- Call center operations
- Building rapport
- De-escalation techniques
Timeline
Customer Service Representative
Sutherland Global
12.2024 - 04.2025
Platinum Travel Consultant
American Express
07.2022 - 03.2024
Tax Consultant
TurboTax
01.2022 - 10.2024
Associate of Science - Medical Billing And Coding
DeVry University
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