Kyra Woodberry
Charlotte,NC
Summary
Personable and dedicated Customer Service Specialist with extensive experience in data entry and technical support. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Experienced in utilizing CRM software and Salesforce Analysis.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Technical Support Specialist
VELOCITOR SOLUTIONS
5 2020 - Current
- Cross trained in multiple departments to know all company needs and train new employees
- Analyzed and updated all necessary changes to Technical software and knowledge base
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Recommended metrics and models based on observed trends
- Worked with internal teams to understand business needs and changing strategies.
Customer Service Representative
SEDGWICK
Charlotte, NC
02.2023 - 05.2023
- Documented customer correspondence in CRM to track requests, problems and solutions
- Assisted customers with establishing claims
- Upheld quality control policies and procedures to increase customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Relayed customer feedback to cross-functional teams to improve products and services
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
Customer Service Rep
PIEDMONT AIRLINES
Charlotte, NC
04.2019 - 11.2022
- Assisted customers book travel accommodation via chat and email
- Maintained customer database by entering any new and updated customer and account information
- Satisfied customer queries over phone and email to maintain positive customer-agent relationships.
Education
Bachelors of Science - Public Health
North Carolina Central University
Durham, NC 05.2024 - Current
High School Diploma -
Phillip O. Berry Academy of Technology
Charlotte 08.2012 - 06.2015
Skills
Efficient and Detail-Oriented
Email Support
Understanding Customer Needs
Creative Problem Solving
Call Documentation
Salesforce
Data Entry
CRM Software
Live Chat Support
Billing Adjustments and Refunds
Review
Data Entry
Analytics
Customer experience management
Performance Optimization
Certification
Data Analyst, Data Science, UX Design
Timeline
Bachelors of Science - Public Health
North Carolina Central University
05.2024 - Current
Customer Service Representative
SEDGWICK
02.2023 - 05.2023
Customer Service Rep
PIEDMONT AIRLINES
04.2019 - 11.2022
High School Diploma -
Phillip O. Berry Academy of Technology
08.2012 - 06.2015
Technical Support Specialist
VELOCITOR SOLUTIONS
5 2020 - Current
Data Analyst, Data Science, UX Design
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