Tocoma Kelley
Dallas,TX
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
29
29
years of professional experience
Work History
Customer Relations Representative
Frontier Communications
Irving, TX
10.1996 - 04.2024
- Answered customer inquiries via telephone, email and social media platforms.
- Resolved customer complaints through attentive listening and creative problem-solving techniques.
- Maintained accurate records of customer interactions and transactions.
- Provided detailed explanations of product features and benefits.
- Participated in team meetings and brainstorming sessions to improve customer service processes.
- Compiled weekly and monthly performance metrics related to customer relations activities.
- Mentored new employees on procedures and policies to maximize team performance.
Resource Manager
AT&T
Dallas, TX
12.1994 - 07.1996
- Monitored utilization of resources across all projects.
- Tracked employee performance metrics related to resource management objectives.
- Created reports on resource availability, capacity planning, scheduling and cost estimates.
- Maintained detailed records of employee time sheets and vacation requests.
- Prepared monthly forecasts of future resource needs based on project timelines.
- Ensured compliance with organizational policies regarding workforce management.
Education
High School Diploma -
Wilmer-Hutchins High School
Dallas, TX05-1994
Skills
- Customer Feedback Analysis
- Consumer Insights
- Customer Relations
- Efficient Data Management
- Account Registration Management
- Conflict Resolution
- Effective Team Leadership
- Meticulous Attention to Detail
- Performance Evaluation
- Effective Time Management
Timeline
Customer Relations Representative
Frontier Communications
10.1996 - 04.2024
Resource Manager
AT&T
12.1994 - 07.1996
High School Diploma -
Wilmer-Hutchins High School
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