Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Tina Kelley

Daphne,AL

Summary

To find financial stability in a company with ability to grow and learn. Skilled Customer Service with history of building customer satisfaction and loyalty by delivering top-notch support and service. Talented in troubleshooting problems with excellent analytical and critical thinking skills. Team player offering 15+ years in Customer service/ technical support environments.

Overview

17
17
years of professional experience

Work History

Customer Service Advisor

Concentrix
12.2019 - 06.2024
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Helped large volume of partners every day with positive attitude and focus on customer satisfaction.
  • Responded to partner calls to answer questions about products and services.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
  • Provided technical support to partners for various pieces of equipment
  • Addressed complex issues by scheduling repair appointments.

Parts Delivery Technician

Climatemp Heating and Air
08.2018 - 09.2019
  • Deliver parts for Climatemp heating and Air
  • Coordinate with technicians to deliver parts needed
  • Coordinate with supply houses to acquire correct parts
  • Keep detailed notes of all deliveries and time frame of delivery
  • Coordinate with technicians to make sure they have all parts they need to do daily and specialty products
  • Communicate with warranty office and dispatch for best time management.

Platinum customer service for American Express card holders

Intelent America LLC
08.2017 - 05.2018
  • Provide a platinum level of customer service excellence
  • Booking vacations and sharing knowledge of discounts available to customer with American Express Cards
  • Working with airlines, hotels, resorts, car rental service to best service the customers best interests
  • Handling refunds in a timely manner
  • Managing their accounts and offering the best upgrades that are available
  • Working knowledge of various travel programs
  • Communication through phone and emal.

Technical Support agent

Telenetwork Partners LTD
07.2016 - 01.2017
  • Technical support agent/At home division
  • Providing technical support for client with Television, phone, and internet connectivity
  • Troubleshoot systems via phone
  • VPN based remote access
  • Proficient in Spark, Avaya, ESVT, Support Portal tools
  • Detailed notes and report information on each case in detail
  • Customer service, and upsell provided based on clients needs
  • Billing and payment information processed
  • Knowledge of company updates by staying up to date and informed through the companies database
  • Customer retention, de-escalations.

Universal Agent

Transcom
05.2013 - 05.2015
  • Universal agent/at home division
  • Providing technical support for customer via telephone for Wildble/Exede satellite internet
  • Troubleshoot connectivity for internet system
  • Customer service, review billing, provide discounts, upsell products where needed
  • Process customer disconnects
  • Retention and de-escalations where needed
  • Knowledge of Cims, Avaya, Support porta;, Dizzion.

Customer Service Agent

Teletech
10.2012 - 02.2013
  • Customer service agent/at home division
  • Provided customer service via vpn and avaya to client Best Buy customers
  • Report information in detailed notes, answer customers questions using provided tools
  • Troubleshoot customer ability to log into client website
  • Rectify any discrepancies and provide excellent customer service.

assistant Manager

Justice Tween Brand INc
08.2010 - 04.2011
  • Provide customer service in a retail environment
  • Assign employees to Specific duties
  • Direct and supervise employees in their daily routines
  • Enforce safety, health and security rules
  • Hire, train and evaluate personnel
  • Record and bookkeeping
  • Stock, replenish and handle floor and merchandise resets and moves
  • Create daily schedules, handle payroll and bank deposits.

Office Manager, section leader

Hobby Lobby
10.2007 - 04.2009
  • Responsibilities included- Provide superior customer service
  • Assign, direct, supervise and asses employees in their daily duties
  • Record keeping, book keeping, ordering inventory for entire store
  • Handling and controlling bank deposits and payroll
  • Meet with and arrange Vendor based classes
  • Train and supervise cashiers
  • Human resources.

Education

Diploma -

Foley High School
05.1993

Skills

  • Management
  • Assistant store manager for retail store Tween Brand INC Office manager and Section leader for Hobby Lobby INC Bookkeeping, ordering, payroll, Human resource, training and experience
  • Sales
  • Customer service relations and exceptional sales experience throughout career Over 10 years Customer Service Experience
  • Communication
  • Over 5 years’ experience in telecommunications field Troubleshooting proficiency Exceptional telephone etiquette Patient and diligent Vast technical knowledge
  • Call center experience
  • Customer Relations
  • Call Center Operations
  • De-Escalation Techniques
  • Filing
  • Appointment Scheduling

References

  • Bryan Johnson 850-898-7202
  • Myles Lambert, 850-426-6315
  • Howard Ingram, 251-978-3270
  • Loretta Ellis, 780-318-0933


Timeline

Customer Service Advisor

Concentrix
12.2019 - 06.2024

Parts Delivery Technician

Climatemp Heating and Air
08.2018 - 09.2019

Platinum customer service for American Express card holders

Intelent America LLC
08.2017 - 05.2018

Technical Support agent

Telenetwork Partners LTD
07.2016 - 01.2017

Universal Agent

Transcom
05.2013 - 05.2015

Customer Service Agent

Teletech
10.2012 - 02.2013

assistant Manager

Justice Tween Brand INc
08.2010 - 04.2011

Office Manager, section leader

Hobby Lobby
10.2007 - 04.2009

Diploma -

Foley High School

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Tina Kelley