SHERONDA KILGORE
Customer Service
Dallas,TX
Summary
Experienced Customer Service Representative with over 20 years of experience in Call Center Customer Service, with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
Work History
Expedited Resolutions Specialist
Vivid Seats
Coppell, TX
05.2022 - 12.2022
- Managed over 50 customer calls per day with empathy and professionalism in every interaction by actively listening to determine customer needs and expectations while presenting solutions to customer issues efficiently and effectively
- Maintained thorough knowledge of company values, processes, and policies to ensure proper exchanging of information, order replacements, refunds, credits, etc
- Updated detailed internal order notes appropriately in CRM database.
I-Care Specialist
AXS Ticketing
Dallas, TX
01.2019 - 05.2022
- Provided excellent customer service and quality via inbound calls, chat, social media, and emails, for individuals that purchased tickets for concert, family themed and sporting events for over 300+ venues
- Advised, educated, and assisted customers with accessing purchased tickets on the company website and mobile app
- Processed refunds, exchanges, and method of delivery per company policy
- Assisted and handled escalated calls to satisfy and maintain customer satisfaction while maintaining company policies
- Worked hand and hand with the Better Business Bureau and customer to resolve complaints
Seasonal Application Data Processor
Willis Tower Watson
Richardson, TX
08.2018 - 11.2018
- Handled over 50 inbound calls per day to address customer inquiries and concerns
- Finalized Medical Supplement participant(s) applications for open enrollment period for Medicare participants
- Articulated application verbiage to meet legal requirements according to client standards and all legal regulations
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
Customer Service/Chat Advisor
Teleperformance
Dallas, TX
11.2017 - 07.2018
- Provided excellent customer service for incoming calls and online chat inquires in a high-volume call center environment
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without needing escalated support
- Explained charges, fees, terms of sales and service agreements to over 60 customers daily while notating each customer interaction in Salesforce.
Reservation Associate
Televista
Dallas, TX
06.2017 - 11.2017
- Provided high level of inbound customer service in a call center environment to over 50 customers per day by engaging each customer by using active listening and effective interpersonal skills while answering questions, making recommendations, and leading conversations to bookings
- Informed clients of essential travel information, such as travel times-transportation connections, medical and visa requirements
- Promoted and educated customers regarding on frequent flyer and various rewards programs
- Advised and educated customer regarding upcoming merger with Alaska Airlines and Virgin America
Warehouse/Fulfillment Associate
Amazon LLC, Irving
Irving & Farmers Branch , TX
10.2016 - 05.2017
- Prepared orders by processing requests, using handled devices to pull materials from warehouse
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors
- Packed boxes, prepared shipments, and wrapped orders in shrink wrap prior to loading
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes
House Manager
Home Mom
Dallas, TX
01.2007 - 01.2016
Education
High School Diploma -
Irving High School
Irving, TXSome College (No Degree) - Business Administration
Lamar University
Beaumont, TXSkills
- 10-Key by touch (Alpha and Numeric)
- 35-45 words per minute
- OS (Mac Operating System)
- Windows
- Community
- Microsoft Office
- Google Chrome
- Sabre
- Slack
- JD Edwards
- Five-9
- Good Listening Skills
- Call Center Operations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Expedited Resolutions Specialist
Vivid Seats
05.2022 - 12.2022
I-Care Specialist
AXS Ticketing
01.2019 - 05.2022
Seasonal Application Data Processor
Willis Tower Watson
08.2018 - 11.2018
Customer Service/Chat Advisor
Teleperformance
11.2017 - 07.2018
Reservation Associate
Televista
06.2017 - 11.2017
Warehouse/Fulfillment Associate
Amazon LLC, Irving
10.2016 - 05.2017
House Manager
Home Mom
01.2007 - 01.2016
High School Diploma -
Irving High School
Some College (No Degree) - Business Administration
Lamar University
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