Shantie Kilby
Byron,United States
Summary
Empathetic and dedicated customer support specialist with extensive experience in effectively managing and resolving client issues in a fast-paced call center environment. Proficient in utilizing web-based ticketing systems, navigating knowledge bases, and providing efficient and accurate resolutions to customer inquiries. Demonstrated ability to handle multiple tasks simultaneously while maintaining a high level of professionalism, consistently striving to enhance client relationships.
Overview
4
4
years of professional experience
Work History
Customer Support Representative
Automated Health Systems
2023.10 - 2024.06
- Provide delightful, efficient, and accurate resolutions to customer inquiries
- Handle multiple job tasks simultaneously and escalate issues in a timely manner to ensure swift resolutions
- Established good relationships with all departments and colleagues, promoting a collaborative work environment.
Customer Support Representative
LSI
2022.08 - 2023.07
- Demonstrated empathy, patience, and flexibility during phone calls, ensuring customer satisfaction
- Handled multiple job tasks simultaneously and escalated issues in a timely manner to ensure swift resolutions
- Installed, maintained, and troubleshooted computers, printers, phones, and other peripheral equipment
- Enhanced customer trust by resolving technical issues with empathy and expertise.
Customer Support Representative
Sitel
2020.12 - 2022.08
- Demonstrate empathy, patience, and effective soft skills during phone calls to ensure customer satisfaction
- Manage and resolve identified client issues for assigned customer accounts, striving for one-call resolution
- Document client interactions and resolutions in a web-based ticketing system, maintaining accurate records
- Search and navigate knowledge bases and integrated customer information systems to identify appropriate resolutions
Education
Diploma -
Penn Foster High School
01.2020
Skills
- Adaptability
- Conflict resolution
- Time management
- Problem-solving
- Attention to detail
- Team collaboration
- Communication
- Empathy
- Documentation
- Call center operations
- Customer service
- Ticketing system management
- Active listening
- Typing
Timeline
Customer Support Representative
Automated Health Systems
2023.10 - 2024.06
Customer Support Representative
LSI
2022.08 - 2023.07
Customer Support Representative
Sitel
2020.12 - 2022.08
Diploma -
Penn Foster High School
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