Kivonda Mack
Customer Service Agent
Deltona,FL
Summary
Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships. Friendly and positive Answering Service Operator with successful career in call center settings. Proven success processing high volume of calls and maintaining efficiency in fast-paced environments. Dedicated to resolving customer issues quickly and thoroughly for excellent service. Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Answering Service Operator
AnswerNet
Willow Grove, Pennsylvania
09.2023 - Current
- Earned recognition from management for consistently exceeding performance metrics related to call quality, speed, and accuracy in documentation within system records.
- Operated telephone operating system and documented calls.
- Reduced call wait times for improved customer experience by efficiently routing calls to appropriate departments.
- Managed a high volume of inbound calls averaging 50-100 while accurately documenting interactions in the company database.
- Assisted callers with problem resolution, ensuring satisfactory outcomes for both customers and the company.
- Maintained high level of customer service through friendly and polite demeanor.
- Relayed and transcribed written and verbal messages to personnel.
- Handled difficult situations calmly and professionally, demonstrating excellent conflict resolution skills when necessary.
Agent Team Member
Promoveo Holdings LLC
Bolivar, Pennsylvania
06.2023 - 09.2023
- Obtained client information by answering telephone calls.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Managed over 50 customers calls per day
- Obtained client information by answering telephone calls
Sales Associate
Amazon
Miami, FL
09.2020 - 06.2023
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Managed approximately 50 incoming calls, emails and faxes per day from customers
- Prepared merchandise for sales floor by pricing or tagging.
Agent Services Representative
Unique Designs
Miami, FL
10.2003 - 03.2020
- Followed up on department reports, contact information and missing enrollment and agent information.
- Achieved established monthly goals.
- Delivered world-class customer service to internal and external customers.
- Provided accurate information by utilizing proper systems, department tools and product brochures.
- Enrolled and sold products and services via inbound phone calls, email and chat.
- Actively listened to over 50 customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Education
Associate of Arts - Fashion Merchandising
Miami Dade College
Miami, FL 08.2024 - 05.2010
Skills
Information Updates
Telephone operation
Message Taking
Call Routing
Research abilities
Professionalism and Courtesy
Stress Tolerance
Customer Experience
Organizational Skills
Strong Communication Abilities
Customer Needs Determination
Problem-Solving Skills
Customer Service
Time Management
Information Updates
Accomplishments
- Documented and resolved difficult complaints which led to callers satisfactions.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
[CSR]
Timeline
Associate of Arts - Fashion Merchandising
Miami Dade College
08.2024 - 05.2010
Answering Service Operator
AnswerNet
09.2023 - Current
Agent Team Member
Promoveo Holdings LLC
06.2023 - 09.2023
Sales Associate
Amazon
09.2020 - 06.2023
Agent Services Representative
Unique Designs
10.2003 - 03.2020
[CSR]
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