Katrena Jenrette
Riverdale
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
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Locksmith Customer Support
KeyMe Locksmiths
08.2022 - Current
- Deliver exceptional customer service via text, email, and phone, addressing inquiries, resolving issues, and providing support with professionalism.
- Process payments accurately and efficiently, ensuring secure transactions, and updating records as needed.
- Coordinate with locksmiths to schedule jobs, confirm appointments and ensure timely service delivery.
- Assist both locksmiths and customers with order related issues, troubleshooting problems, and facilitate prompt resolutions.
- Manage multiple tasks simultaneously in a fast-paced environment, maintaining high levels of customer satisfaction.
- Provided estimates for labor costs associated with lock installation projects.
- Collaborated with team members to streamline locksmithing processes and workflows.
- Maintained accurate records of all lock installations and repairs performed.
TRAINER (SME)/PRODUCT/TECH SUPPORT AND CHAT SPECIALIST
Concentrix
01.2018 - 07.2022
- Assist customers with their technical issues while using the tax software and help them with billing issues.
- Provide great customer service by effectively communicating with customers via phone and chat by researching the database for tax information, personal information, and resolutions to their problems.
- Trained new hires on how to operate the software.
- Adapted to various shift schedules ranging from early morning to overnight based on client needs.
- (SEASONAL)
- Adapted teaching methods according to the needs of individual learners or groups.
- Resolved any issues raised by participants during the training session in a timely manner.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Maintained up-to-date knowledge of industry trends and best practices.
CUSTOMER SERVICE REPRESENTATIVE
Walmart
06.2017 - 09.2017
- My responsibilities were to greet, operate the cash register, obtain all forms of payments, resolve all problems, and organize all returns.
- Actively manage client tickets using SaaS platform such as Zendesk.
CUSTOMER SERVICE REPRESENTATIVE
JC Penney
11.2016 - 05.2017
- Acquire online orders, operate the cash register, inbound calls for site to store, attain all forms of payments, greet, settle all complications, clean and organize work areas while providing great customer service.
CUSTOMER SERVICE REPRESENTATIVE/WAITRESS
HWY 55 Burgers Shakes & Fries
08.2013 - 07.2014
- Operated the cash register, inbound calls for to go orders, processed all forms of payments, greeted, cleaned and organized the dining area while making sure all customers were satisfied.
MEDICAL ASSISTANT
Carolina Health Center
06.2010 - 08.2013
- Filed and organized patient's medical records, provided doctors with patient's medical information, input and coded information on computer database, trained new employees.
Education
HS DIPLOMA -
FIKE HIGH SCHOOL
08.2010 - 06.2014
Skills
- Great Leader
- Outstanding multi-tasker
- Communicates and understands well
- Good with technology
- Works great under pressure
- Payment processing
- Job scheduling
- Conflict resolution
- Technical support
- Sales techniques
- Problem solving
- Effective communication
- Attention to detail
- Time management
- Team collaboration
Timeline
Locksmith Customer Support
KeyMe Locksmiths
08.2022 - Current
TRAINER (SME)/PRODUCT/TECH SUPPORT AND CHAT SPECIALIST
Concentrix
01.2018 - 07.2022
CUSTOMER SERVICE REPRESENTATIVE
Walmart
06.2017 - 09.2017
CUSTOMER SERVICE REPRESENTATIVE
JC Penney
11.2016 - 05.2017
CUSTOMER SERVICE REPRESENTATIVE/WAITRESS
HWY 55 Burgers Shakes & Fries
08.2013 - 07.2014
HS DIPLOMA -
FIKE HIGH SCHOOL
08.2010 - 06.2014
MEDICAL ASSISTANT
Carolina Health Center
06.2010 - 08.2013