Summary
Overview
Work History
Education
Skills
Timeline
Generic

LaKesha Kerr

Customer Service Supervisor
Greensboro,NC

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the communications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Customer Service Trainer

Afni
Greensboro, NC
07.2021 - Current
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Communicated professionally with colleagues, freelancers and clients.
  • Cross-trained and provided back up for customer service managers.
  • Trained staff on operating procedures and company services.
  • Manage at least 25 agents per class

Customer Service Supervisor

Conduit Global
Greensboro, NC
01.2019 - 07.2021
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Coached employees through day-to-day work and complex problems.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Managed at least 30 agents per team

Customer Service Assistant

Conduit Global
Greensboro, NC
03.2017 - 01.2019
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Trained new personnel regarding company operations, policies and services.
  • Assisted at least 2 managers , with 25 agents on each team

Customer Service Support Representative

Conduit Global
Greensboro, NC
09.2014 - 03.2017
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants..
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Took at least 50 calls per day

Education

High School Diploma -

James B Dudley High School
Greensboro, NC
06.2014

Skills

  • Call Documentation
  • Efficient and Detail-Oriented
  • Data Entry and Maintenance
  • Customer Data Confidentiality
  • Maintaining Clean Work Areas
  • Corrective Action Planning
  • Issue and Complaint Resolution
  • Customer Retention Strategies
  • Customer Account Management
  • Learning Techniques
  • Policy and Procedure Adherence
  • Call Volume and Quality Metrics

Timeline

Customer Service Trainer

Afni
07.2021 - Current

Customer Service Supervisor

Conduit Global
01.2019 - 07.2021

Customer Service Assistant

Conduit Global
03.2017 - 01.2019

Customer Service Support Representative

Conduit Global
09.2014 - 03.2017

High School Diploma -

James B Dudley High School
LaKesha KerrCustomer Service Supervisor