Kortni Walker
Aurora,CO
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Passionate about growth, collaboration, and meaningful connections. Enhances customer experiences through the application of service-focused behaviors, comprehending customer needs, and delivering solutions resulting in positive customer experiences.
Overview
9
9
years of professional experience
Work History
Call Center Customer Service Representative
Kaiser Permanente
10.2023 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in the company.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
Vault Teller
Moneytree
07.2021 - 10.2023
- Performed vault, alarm and door duties to facilitate opening and closing of operations.
- Answered customer questions and explained policies and procedures to solve problems and assist with complex transactions.
- Greeted and welcomed customers with courteous and professional approach to drive prompt, accurate and efficient transactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed applications for new accounts.
Customer Service Clerk
King Soopers
01.2019 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Issued receipts and processed refunds, credits, or exchanges.
- Kept front check out area clean and organized for efficient service.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Cashier
Sephora
11.2018 - 01.2019
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Handled cash with high accuracy and took care to check bills for fraud.
Peer Mentor
Roadways at MSU Denver
08.2018 - 11.2018
- Shared resources, opportunities, and activities to support mentee's learning and development.
- Established trusting relationship with mentee by maintaining professionalism and honoring confidentiality.
- Counseled students individually to assist in overcoming obstacles, make proper choices to stay focused and adjust to college life.
Sales Associate, Cashier
JCPenney's
11.2017 - 02.2018
- 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.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Cashier, Party Host, Bouncer
Jumpstreet Indoor Trampoline Park
11.2016 - 05.2017
- Check in guest with POS system.
- Supervised children's activities, maintaining happiness, safety and well-being.
- Prepared and served food and drinks to guests, meeting hygiene and safety standards.
- Decorated and set tables in accordance with party themes and age groups.
- Educated guests on rules and policies to deliver safe, enjoyable experiences.
- Operated rides and attractions according to written guidelines to reduce injuries.
Cashier
Walgreens
04.2016 - 08.2016
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Performed cash, card and check transactions to complete customer purchases.
Sales Associate
JCPenney's
03.2015 - 12.2015
- 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.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Education
No Degree - Nutrition
Metropolitan State University of Denver
Denver, COHigh School Diploma -
Arapahoe High School
Centennial05.2017
Skills
- Phone and email etiquette
- Call Center Customer Service
- Organization skills
- Multitasking
- Customer service
- Time management
- Data entry
- Communication skills (verbal and written)
- Typing with speed and accuracy
- Active listening
- Problem solving
- Adaptability
Timeline
Call Center Customer Service Representative
Kaiser Permanente
10.2023 - Current
Vault Teller
Moneytree
07.2021 - 10.2023
Customer Service Clerk
King Soopers
01.2019 - 07.2021
Cashier
Sephora
11.2018 - 01.2019
Peer Mentor
Roadways at MSU Denver
08.2018 - 11.2018
Sales Associate, Cashier
JCPenney's
11.2017 - 02.2018
Cashier, Party Host, Bouncer
Jumpstreet Indoor Trampoline Park
11.2016 - 05.2017
Cashier
Walgreens
04.2016 - 08.2016
Sales Associate
JCPenney's
03.2015 - 12.2015
No Degree - Nutrition
Metropolitan State University of Denver
High School Diploma -
Arapahoe High School
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