T'akeem McKnight
Charlotte,NC
Summary
Hard-working professional with 10+ years of experience with a proven knowledge of conflict resolution, customer communications, and customer satisfaction. Ability to manage people, Very dependable and reliable. 2+ years of recent third shift experience.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Computershare
01.2020 - Current
- Working alongside a fully remote team to deliver outstanding customer service
- Respond appropriately and timely to customer service calls and emails while adhering to standard operating procedures
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Supervisor
Continuum Global Solutions(Formerly Conduent)
03.2019 - 12.2019
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
- Resolved account issues to build rapport and relationships with clients
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Coached team members to deliver hospitable, professional service while adhering to set service models
Account Specialist
Treeium Inc.
03.2019 - 12.2019
- Making a high volume of outbound calls and take inbound calls
- Identify and capture sales opportunities to drive revenue and achieve conversion rates
- Scheduling appointments for sales staff to meet with potential clients
- Answers incoming calls from customer/client requests or inquiries concerning services, products, and reports problem areas
- Manage the leads inbox and ensure that each incoming email(s), and/or sms and missed calls notifications are processed and disposition correctly
- Utilizing a custom CRM portal to enter/update client information accurately
- Help customers through email, phone, live chat and other various communication channels
Customer Service Supervisor
Conduent
05.2016 - 10.2016
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
- Resolved account issues to build rapport and relationships with clients
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Coached team members to deliver hospitable, professional service while adhering to set service models
Team Lead
Conduent
02.2015 - 05.2016
- Assist Trainees with customer inquiries while they are getting accumulated with their tools and resources
- Take calls for escalated problems when they no longer want to speak with a representative
- Learn KPI’s and work with Trainees on positive skills to help with reaching the KPI goals
Customer Service Representative
Conduent
02.2015 - 05.2016
- Talk to customers to understand their needs
- Research and resolve customer problems by navigating through multiple computer applications with speed and accuracy
- Provide customers with information about additional products and services
Education
Business Administration -
Monroe Community College
Rochester, NY04.2014
High School Diploma - General Studies
East High School
06.2012
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
Timeline
Customer Service Specialist
Computershare
01.2020 - Current
Customer Service Supervisor
Continuum Global Solutions(Formerly Conduent)
03.2019 - 12.2019
Account Specialist
Treeium Inc.
03.2019 - 12.2019
Customer Service Supervisor
Conduent
05.2016 - 10.2016
Team Lead
Conduent
02.2015 - 05.2016
Customer Service Representative
Conduent
02.2015 - 05.2016
High School Diploma - General Studies
East High School
Business Administration -
Monroe Community College
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