Tahanee Kennedy
Charlotte,NC
Summary
Detail-oriented Customer Service Representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
18
18
years of professional experience
Work History
Tech Support Specialist
Asurion
Charlotte, NC
07.2021 - Current
- Work with Verizon customers helping troubleshoot cellular phone related issues
- Upsold when available
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Submitted service tickets for equipment maintenance requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Recorded and maintained relevant notes for each client and work order.
- Resolved 30 technical support inquiries per day.
Appointment Scheduler
Maximus
Charlotte, NC
05.2020 - 01.2022
- Educated callers about COVID 19 and vaccine types.
- Acted as first point of contact and set appointments for prospective clients.
- Addressed client inquiries and updated database information.
- Answered phone calls and answered questions from potential customers.
- Located vaccine sites closest to caller.
CSR - Customer Service Representative(PT)
Williams-Sonoma, Inc
Charlotte, NC
08.2019 - 11.2021
- Schedule furniture deliveries.
- Answered and resolve billing questions.
- Mentored along side team lead for small group of agents.
- Navigated 3 systems while simultaneously checking emails and Microsoft Teams chat.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative(PT)
U.S. Bank
Charlotte, NC
01.2021 - 06.2021
- Helped customers with their unemployment benefits debit card.
- Reviewed transaction activity with customers.
- Helped activate/deactivate cards.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
WFH CSR/Technical Support Specialist
ADT Security Services
Charlotte, NC
10.2019 - 10.2020
- Educated customers on proper ways to use security systems after completing tests and repairs.
- Educated customers on effective use of security systems.
- Explained how to properly use security systems so that customers were knowledgeable.
- Communicated effectively with customers, answering questions and concerns regarding systems.
- Tested all newly installed fire alarms.
- Read and understood product manuals and blueprints.
- Demonstrated features and functionality of alarm systems to customers.
- Educated customers on preventive care and regular maintenance to prevent system malfunctions.
- Maintained accurate records of customer service calls and inputted all information into company's database.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Fielded average of 50 inbound phone calls to deliver support and remotely resolve service issues
Cashier(PT)
Old Navy
Charlotte, NC
09.2019 - 09.2020
- Assisted customers in finding or ordering merchandise
- Promptly addressed customer complaints
- Handled returns and exchanges
- Stocked merchandise
- Answered questions
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Completed inventory counts and ordered merchandise.
- Reviewed weekly sales ads and monitored price changes.
Merchandising Supervisor
Burlington
Charlotte , NC
12.2015 - 05.2019
- Responsible for effective and impeccable customer service of hundreds of hassle-free transactions per day, including both purchases and returns.
- Responsible for sending weekly reports to Senior Management detailing F.A.S.T which is cashier reporting system that tracks cashiers' progress, inventory management to maintain replenishment of coca cola products.
- Also updated and reported layaway system.
- Planned and executed raising donations for various events throughout year such as, Light The Night,
- Winter Coat Drive Women's Heart Health and Back to School Backpack.
- Serve as Manager on Duty for 20 employees
- Creating schedules, monitor and update payroll, ensuring daily goals are reached.
- Control workflow through successful planning and delegation of tasks within designed timeframes to optimize customer experience and sales goals are at or above company standards.
- Responsible for training and mentoring all associates new hires and when company policies have changed.
- WOMENS SPORTSWEAR ASSOCIATE DUTIES.
- Organized product demonstration to generate awareness among customers.
- Achieved sales goals dependably, according to company business plan.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Increased monthly sales by 8% by offering great customer service and remarkable post-sale follow up.
- Monitored cash drawers in 10 checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Trained team members in successful strategies to meet operational and sales targets.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained compliance with company policies, objectives and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Set overall vision and provided team leadership.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Inspected merchandise for quality and arranged proper display location on floor.
Art Teacher's Assistant K-8
St. Marks Catholic School
Huntersville, NC
10.2010 - 06.2016
- Developed successful daily lesson plans across multiple grade levels, including presentations, project designs and implementation
- Controlled classroom budgeting, classroom organization and management, department leadership committees, manage calendars and inventory supplies
- Demonstrated painting techniques to help students better understand lessons.
- Distributed paper, drawing pencils, paints and other items to students in preparation for class lesson.
- Inspired students and assisted in developing creativity and self-expression through various art forms and media.
- Taught students to identify key elements of style, intent and emotion when experiencing art.
Sales Associate
RBD/Vonage
Charlotte, NC
06.2011 - 04.2013
- Sold home phone equipment and internet services
- Answered product and service related questions
- Managed customer escalations
- Provided outstanding customer service
- Provided positive first impressions to welcome existing, new and potential customers.
- Engaged with customers to effectively build rapport and lasting relationships.
Education
HIGH SCHOOL DIPLOMA -
2007
Skills
- Customer Service (10 years)
- Retail Sales (5 years)
- Call Center (4 years)
- Microsoft Word, Excel and Office
- Management
- Sales
- Merchandising
- Upselling
- Technical Support
- Tracking and Documentation
Additional Information
- Seeking Customer Service and Management, Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Tech Support Specialist - Asurion
07.2021 - Current
Customer Service Representative(PT) - U.S. Bank
01.2021 - 06.2021
Appointment Scheduler - Maximus
05.2020 - 01.2022
WFH CSR/Technical Support Specialist - ADT Security Services
10.2019 - 10.2020
Cashier(PT) - Old Navy
09.2019 - 09.2020
CSR - Customer Service Representative(PT) - Williams-Sonoma, Inc
08.2019 - 11.2021
Merchandising Supervisor - Burlington
12.2015 - 05.2019
Sales Associate - RBD/Vonage
06.2011 - 04.2013
Art Teacher's Assistant K-8 - St. Marks Catholic School
10.2010 - 06.2016
E Waddell High School - HIGH SCHOOL DIPLOMA,
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