Shanetta Kitchens
Atlanta,GA
Summary
Seeking a position as a team-player in a people-oriented organization that will benefit from strong communication, organizational skills and customer service background. Allowing the skills to maximize the customer-service experience in a challenging environment and demonstrate ability to work well with people.
Customer service and sales professional with strong focus on team collaboration and achieving results. Skilled in resolving customer inquiries, upselling products, and managing client relationships. Adaptable and reliable, consistently meeting changing needs and delivering high-quality service. Strong communication, problem-solving, and interpersonal skills, with commitment to driving positive outcomes.
Overview
17
17
years of professional experience
Work History
Customer Service Sales Agent
Inktel Contact Center Solutions
10.2020 - 04.2025
- Handled customer inquiries and sales, achieving a 25% increase in monthly revenue through effective communication.
- Resolved customer issues promptly, enhancing satisfaction rates and reducing complaint frequency.
- Utilized CRM software to track sales and customer interactions, resulting in correct data accuracy.
- Collaborated with team members to develop sales strategies, contributing to overall sales growth.
- Provided detailed product information, leading to informed purchasing decisions and higher sales.
- Implemented targeted sales strategies, driving substantial revenue growth and exceeding monthly targets for Inktel Customer Solutions.
- Leveraged CRM software to optimize data accuracy, enabling data-driven decisions that improved customer engagement and sales performance.
- Utilized CRM systems to track interactions, enabling more efficient communication with clients for improved results.
- Retained existing customers by providing exceptional support and addressing concerns proactively before they escalated into larger issues.
Customer Service Representative
Maximus
08.2016 - 09.2020
- Resolved customer inquiries via phone and email, achieving a 95% satisfaction rate - Enhanced communication skills - Addressed complex issues.
- Partnered with cross-functional teams to address systemic customer concerns. Contributed to development of comprehensive FAQ database.
- Analyzed customer interaction data to identify trends and pain points. Proposed targeted solutions, resulting in significant reduction in average call handling time.
- Mentored new team members, sharing best practices for effective customer engagement. Facilitated peer learning sessions, and overall team performance.
- Identified customer interaction trends and pain points. Proposed targeted solutions, leading to substantial improvements in service efficiency.
- Developed strategies to inspire customer loyalty. Implemented new approaches to complex issue resolution, significantly catering to client satisfaction.
Customer Service
Barbizon School of Modeling call center
09.2008 - 08.2016
- Handled customer inquiries, achieving high satisfaction rates through effective problem-solving.
- Resolved complex issues, taking care of call resolution time and enhancing customer experience.
- Trained new hires, upgrading team efficiency and service quality.
- Maintained accurate records, ensuring compliance with company policies and procedures.
- Streamlined call resolution process, significantly handling average time and customer satisfaction rates.
- Handle changes in policies or renewals.
- Resolve customer complaints via phone, email and mail.
- Use telephones to reach out to customers and verify account information.
- Greet customers warmly and ascertain problem or reason for calling.
- Cancel or upgrade accounts.
- Advise on company information.
- Ensured meticulous record-keeping and policy compliance, streamlining administrative processes and contributing to the overall efficiency of operations.
Leasing Agent/Administrative Assistant
Highland Brooke Apartments
11.2008 - 11.2010
- Foucsed on leasing processes, boosting tenant satisfaction and occupancy rates.
- Managed administrative tasks, ensuring smooth operations and efficient workflows.
- Maintained property records and lease agreements with precision.
- Conducted apartment inspections and maintenance issues promptly.
- Implemented marketing strategies, increasing lease signings and reducing vacancy periods.
- Meticulously managed property records and lease agreements. Conducted thorough inspections, ensuring prompt resolution of maintenance issues.
- Implemented digital solutions for lease applications and rent payments, significantly improving administrative workflows and tenant convenience.
- Fostered positive living environment through exceptional customer service. Facilitated smooth move-in experiences and concerns promptly.
- Analyzed market trends to develop targeted marketing strategies, resulting in substantial increase in lease signings and handled vacancy periods.
- Optimized leasing processes, enhancing tenant satisfaction and occupancy rates. Implemented digital solutions for applications and payments, streamlining workflows.
- Developed targeted marketing strategies based on market analysis, resulting in increased lease signings and reduced vacancy periods.
Education
12 grade Graduate - Business
High school in Business
Atlanta, GA10.2007
Skills
- Professional phone communication
- Proficient in computer applications
- Sales expertise
- Proficient in Microsoft Office
- Customer engagement
- Product upselling
- Pricing strategy development
- Accurate data entry
- Computer skills
- Communication skills
- work from home
- Microsoft Word
- Salesforce
- CRM software
- Organizational skills
- Time management
- Billing
- Problem solving
- Documentation
- Organizational development
- Leadership development
- Team building
- Goal oriented
- Problem-solving
- Multitasking and organization
- Critical thinking
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Relationship building
- Phone etiquette
- Call center experience
- Conflict resolution
- Product knowledge
- Customer complaint resolution
- Business growth and retention
- Effective sales strategies
- Customer education
- Typing speed
Timeline
Customer Service Sales Agent
Inktel Contact Center Solutions
10.2020 - 04.2025
Customer Service Representative
Maximus
08.2016 - 09.2020
Leasing Agent/Administrative Assistant
Highland Brooke Apartments
11.2008 - 11.2010
Customer Service
Barbizon School of Modeling call center
09.2008 - 08.2016
12 grade Graduate - Business
High school in Business
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