Christopher Kelso
Hephzibah
Summary
Results oriented leader with 15+ years of experience in customer service and sales including 8 years of management in the telecommunications industry. Recognized for building high-performing teams through consistent professional coaching and development. Skilled at translating complex business goals into actionable team strategies that enhance both employee satisfaction and long-term customer loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
T-Mobile
Augusta Ga
01.2017 - Current
- Led and inspired a team of 12 customer care experts, consistently exceeding monthly company targets goals through proactive performance monitoring and strategic guidance
- Conducted regular, personalized coaching sessions and performance reviews to drive awareness and improve employee development, sales techniques, and quality assurance
- Monitored and enhanced team performance by providing feedback and support to improve sales outcomes and exceed monthly target goals
- Improved team performance and employee satisfaction by fostering a collaborative culture and providing actionable, real-time feedback
- Facilitated weekly trainings to educate team on new product launches, rate plans, and service features, ensuring 100% team proficiency in cascading the information to customers
- Recognized as a top-performing coach for consistently exceeding metric goals
Customer Service Representative
T-Mobile
Augusta Ga
05.2014 - 01.2017
- Provided exceptional customer service by promptly and effectively addressing customer inquiries, concerns, and complaints
- Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers
- Identified opportunities for upselling products and services based on individual customer needs
- Increased customer retention rates by implementing personalized follow-up calls after resolving complex issues or complaints
- Leveraged active listening skills to understand underlying concerns of customers beyond their initial request
Sales Associate
Hhgregg
Augusta Ga
02.2010 - 04.2014
- Proactively approached customers on the shop floor, offering assistance and personalized recommendations
- Provided exceptional customer service, ensuring a positive shopping experience for all customers
- Demonstrated expertise in product features and benefits to assist customers in making informed purchasing decisions
- Resolved customer complaints promptly and effectively, ensuring high levels of satisfaction and repeat business
- Consistently exceeded monthly sales targets in a highly competitive environment
Education
High School Diploma -
Academy of Richmond County
Augusta, GA05.2006
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Time management
- Training and mentoring
- Excellent time management skills
- Exceptional interpersonal communication
- Team building and leadership
- Relationship building
- Conflict management
- Escalation handling
- Employee scheduling
- Sales expertise
Timeline
Customer Service Manager
T-Mobile
01.2017 - Current
Customer Service Representative
T-Mobile
05.2014 - 01.2017
Sales Associate
Hhgregg
02.2010 - 04.2014
High School Diploma -
Academy of Richmond County