Kortne Hatcher
Kansas City,MO
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Convey Health Solutions
Lenexa, KS
09.2021 - Current
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed and implemented grievance policies, procedures, and forms to ensure compliance with applicable labor laws.
- Developed and maintained database systems to ensure data accuracy and integrity.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Attended regular training sessions on updates and changes within the industry or organization.
Team Leader
Walmart
Lee's Summit, MO
05.2013 - 09.2020
- Created training materials and conducted group trainings on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Maintained a positive work environment that promoted collaboration between team members.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Delegated daily tasks to team members to optimize group productivity.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Assistant Manager
Great Clips
Lee's Summit, MO
02.2011 - 05.2013
- Maintain inventory of supplies such as toners, inks, plates, films, chemicals, and other consumables needed for daily operations.
- Collected stock location orders and printed requests to maintain inventory control.
- Developed and implemented new styling techniques to improve customer satisfaction.
- Created weekly schedules for the staff, assigning tasks and managing workloads accordingly.
- Monitored daily operations of the store, ensuring compliance with all safety regulations and procedures.
- Utilized successful strategies for sales, customer service and daily operations to continuously improve overall business and customer base.
- Consulted with customers to understand needs and recommend professional services.
- Opened salon to prepare for daily demands by setting up registers, counting totals and organizing all needed supplies.
Education
Associate of Arts - Business Administration And Management
Metropolitan Community College - Kansas City
Kansas City, MO05-2009
Skills
- Data Collection
- Call Management
- Complaint resolution
- Inbound and Outbound Calling
- Product Knowledge
- Scheduling
- Appointment Scheduling
- Microsoft PowerPoint and Microsoft Outlook
- Problem-solving abilities
- Customer Relationship Management (CRM)
- Payment Processing
- Stock management
- Quality Assurance Controls
- Active Listening
- Order Fulfillment
- Customer Relations
- Computer Proficiency
- Positive and professional
- Critical Thinking
- Multi-Task Management
- Technical Support
- Escalation management
- Call Center Operations
- Account Management
Timeline
Customer Service Representative
Convey Health Solutions
09.2021 - Current
Team Leader
Walmart
05.2013 - 09.2020
Assistant Manager
Great Clips
02.2011 - 05.2013
Associate of Arts - Business Administration And Management
Metropolitan Community College - Kansas City
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