Princess Kennedy
Barnesville,GA
Summary
Dedicated Customer Service professional with over 10 years of experience in providing exceptional support and fostering positive client relationships. Committed to maintaining professional relationships to increase profitability and drive business results. Proven ability to handle high-volume environments, manage customer inquiries, and resolve issues efficiently and effectively. Skilled in utilizing CRM software and various communication platforms to enhance customer satisfaction and retention. Strong problem-solving abilities, with a focus on empathy and active listening to understand and address customer needs. Recognized for excellent interpersonal skills, teamwork, and a commitment to continuous improvement in service delivery. Adept at training and mentoring team members to achieve high performance and deliver superior customer experiences.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
The Home Depot
01.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Experience Specialist
GoPuff
02.2022 - 10.2022
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
Shipping Lead
Renewal Logistics
07.2019 - 03.2020
- Ensured accurate documentation for all shipments, complying with company policies and regulatory requirements.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Maintained strong relationships with shipping carriers such as UPS, FedEx, and DHL.
- Implemented quality control measures for incoming shipments, minimizing damaged goods and ensuring product integrity.
- Acted as a liaison between staff and management, relaying information to staff and reporting processes/incidents to management.
- Kept warehouse cleaned and organized.
Catering Associate
Lima Memorial Health System
06.2016 - 06.2019
- Worked in healthcare as a full service food provider
- Aided chefs is preparation and presentation of food
- Kept track of patient dietary restrictions
- Provided friendly customer experience
- Took food orders and explained options to customers and
their families - Cleaned and organized kitchen stations
- Promoted to interim supervisor
- Communicated and addressed patient food issues/concerns to food and nutrition supervisor
Server
Waffle House
05.2013 - 09.2017
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
Crew Member/Crew Trainer
Mcdonalds
05.2011 - 05.2013
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Assisted other team members to achieve goals.
- Stocked shelves to organize aisles in assigned department.
- Kept kitchen, counter and dining areas cleaned and sanitized.
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZ06.2024
High School Diploma -
Lima Senior High School
Lima, OH06.2012
Skills
- Customer Service
- Active Listening
- Critical Thinking
- Call center experience
- Conflict Resolution
- Team Development
- De-Escalation Techniques
- Building rapport
- Proofreading
- CRM Software
- Detail Oriented
- Drives Results
Certification
- Introduction to Information Technology Certificate- Sophia Learning- 01/14/2024
- Conflict Resolution Certificate -Sophia Learning - 01/21/2024
Timeline
Customer Service Representative
The Home Depot
01.2023 - Current
Customer Experience Specialist
GoPuff
02.2022 - 10.2022
Shipping Lead
Renewal Logistics
07.2019 - 03.2020
Catering Associate
Lima Memorial Health System
06.2016 - 06.2019
Server
Waffle House
05.2013 - 09.2017
Crew Member/Crew Trainer
Mcdonalds
05.2011 - 05.2013
Bachelor of Science - Criminal Justice
University of Phoenix
High School Diploma -
Lima Senior High School
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