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Total Case Specialist Kia Consumer Affairs Resume Example

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TOTAL CASE SPECIALIST KIA CONSUMER AFFAIRS
Professional Summary
I am a dependable hard working person who is highly trained in Customer Service. I can use all Microsoft Programs. I can take directions well and I am not afraid to stand up and take lead of a project if needed. I am a team player and enjoy seeing people do their best. I have  over 6 years  of Customer Service.  I am a Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Skills
  • Exceptional communication skills
  • Creative problem solver
  • Strong client relations
  • Cash flow management
  • Strategic sales knowledge
  • MS Windows proficient
  • Quick learner
Work History
Total Case Specialist Kia Consumer AffairsApr 2016 - Current
AgeroBLountville, TN
  • Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Described product to customers and accurately explained details and care of merchandise.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Conducted research to address customer concerns.
  • Referred difficult issues to upper management while maintaining positive rapport with customer.
  • Informed customers about issue resolution progress.
Senior Technician/Tier 2 AgentApr 2015 - Apr 2016
ConcentrixBristol, TN
  • Issued license codes to new and existing customers.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Managed call flow and responded to technical support needs of customers.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Maintained composure and patience in face of difficult customer situations.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Took Supervisor calls within the company
  • Provided Goodwill to save customer
Warranty AdministratorApr 2013 - May 2015
Teleperformance USABristol, TN
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls with up to 100 calls in que
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Met or exceeded service and quality standards every review period.
  • Developed all process controls and metrics for daily management of the Call Center.
  • Medical background for Florida Hospital patients finding doctors, registration for procedures.
  • Agent of the Month and met all stats for the month
  • Managed call flow and responded to technical support needs of customers.
Keyholder Oct 2012 - Jul 2013
Tuesday Morning Bristol, VA
  • Counted cash drawers and made bank deposits.
  • Managed staff of 7 sales associates
  • Assigned employees to specific duties to best meet the needs of the store.
  • Reordered inventory when it dropped below predetermined levels.
  • Instructed staff on appropriately handling difficult and complicated sales.
  • Examined merchandise to verify that it was correctly priced and displayed.
  • Increased profits through effective sales training and troubleshooting profit loss areas.
  • Completed profit and loss performance reports.
  • Reported to the district manager regarding all store and staff issues.
  • Generated repeat business through exceptional customer service.
  • Conducted store inventories once per quarter.
  • Greeted customers and ascertained customers' needs.
Education
GED: 2003
Tennessee High SchoolBristol, TN

Medical Terminology Certificate

Bachelor of Science: Social WorkVirginia IntermontBristol, Va
Certifications

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Resume Overview

Companies Worked For:

  • Agero
  • Concentrix
  • Teleperformance USA
  • Tuesday Morning

School Attended

  • Tennessee High School
  • Virginia Intermont

Job Titles Held:

  • Total Case Specialist Kia Consumer Affairs
  • Senior Technician/Tier 2 Agent
  • Warranty Administrator
  • Keyholder

Degrees

  • GED : 2003
    Bachelor of Science : Social Work

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