Mallory Keyte
Montoursville ,PA
Summary
Proven track record in enhancing customer satisfaction and team performance at Phillips Pet Supply Company, showcasing exceptional complaint handling and leadership skills. Excelled in conflict management and CRM software, driving continuous improvement and exceeding performance targets. Achieved significant results through effective communication and adaptability, with a focus on client advocacy and teamwork.
Overview
10
10
years of professional experience
Work History
Customer Experience Agent
Phillips Pet Supply Company
01.2022 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Conducted proactive follow-up calls to ensure complete resolution of customer issues and concerns.
Customer Service Team Lead
American Customer Care
07.2020 - 01.2022
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Business Development Executive/Marketing Director
Murray Motors
06.2020 - 10.2020
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Increased client base by identifying and pursuing new business opportunities through market research and networking.
- Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Leveraged CRM tools to track leads and analyze data, optimizing sales efforts for maximum return on investment.
- Created compelling proposals that demonstrated the unique value of our products/services while addressing client needs and expectations.
- Established a robust sales pipeline by consistently identifying, qualifying, and nurturing leads through various outreach methods.
Business Development Center Agent
Ciocca Dealerships
08.2018 - 04.2020
- Conducted market research to stay informed of industry trends and competitor activity.
- Provided timely feedback to management on customer concerns, contributing to continuous improvement initiatives.
- Developed comprehensive reports tracking sales metrics, aiding in data-driven decision-making processes for enhanced results.
- Facilitated negotiations between clients and the company, securing mutually beneficial agreements.
- Streamlined internal processes, implementing organizational tools for improved efficiency.
- Improved team collaboration with regular communication and progress updates on ongoing projects.
- Developed new business opportunities by researching potential clients and establishing contact.
- Achieved sales quotas by consistently meeting and exceeding performance targets.
Correctional Officer
State Department of Corrections
10.2014 - 08.2018
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
- Maintained accurate records of inmate incidents or infractions using electronic databases or written logs as required.
- Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
- Ensured compliance with all applicable federal, state, and local laws, regulations, and policies governing correctional facilities.
- Conducted efficient inmate transfers, adhering to strict security protocols while maintaining order and control throughout the process.
Education
High School Diploma -
Montoursville Area High School
Montoursville, PA06.2005
Skills
- Complaint Handling
- Upselling
- Team Training
- Performance Tracking
- Conflict Management
- CRM Software
- Client Advocacy
- Recordkeeping strengths
- Multi-Line Phone Systems
- Billing Adjustments and Refunds
- Report Generation
- Problem-Solving
- Teamwork and Collaboration
- Problem-solving abilities
- Attention to Detail
- Multitasking Abilities
- Calm and Professional Under Pressure
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Work Prioritization
- Continuous Improvement
- Time management abilities
Timeline
Customer Experience Agent
Phillips Pet Supply Company
01.2022 - Current
Customer Service Team Lead
American Customer Care
07.2020 - 01.2022
Business Development Executive/Marketing Director
Murray Motors
06.2020 - 10.2020
Business Development Center Agent
Ciocca Dealerships
08.2018 - 04.2020
Correctional Officer
State Department of Corrections
10.2014 - 08.2018
High School Diploma -
Montoursville Area High School
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