Kevion Wallace
Atlanta
Summary
Experienced and reliable customer service officer with extensive experience providing assistance in a busy call center setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.
Overview
5
5
years of professional experience
Work History
Customer Service Officer
JetBlue Airlines
05.2021 - 07.2023
- Answer an average of 100 calls per day in a high-volume call center environment.
- Resolve customer complaints and ensure calls are handled in a professional and prompt manner.
- Contributed to the company's highest quarterly customer satisfaction rate of 92%.
- Consistently earned “above average” or “excellent” on-call quality evaluations.
- Train and assist entry-level customer service officers by helping them improve their listening skills, communication and multitasking abilities.
Customer Service Representative
MT Insurance Services
12.2019 - 05.2021
- Helped holders of insurance policies resolve their concerns in a timely and professional fashion.
- Used computer to retrieve policyholder information while maintaining proper phone and customer service etiquette.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Participated in training classes to increase understanding of caller concerns and shorten call response time.
Stocker
Walmart
12.2018 - 12.2019
- Break down truck, stock shelves
- Ensured that merchandise was replenished on the sales floor before store opening.
- Loaded and unloaded merchandise using a ladder and pallet jack.
Education
Secondary -
South Cobb High School
Austell, GA05.2021
Skills
- Data entry and maintenance
- Customer account management
- Complaint resolution
- Multiline phone etiquette
- Communication
- Attention to detail
Profession Relevant Skills
- Capable of handling a variety of disputes and facilitating quick and efficient resolutions over the phone.
- Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service.
- Proficient understanding of Microsoft Word, Excel and Access.
- Strong verbal communication skills allow for the fostering of strong bonds with customers during all interactions.
- Successful at satisfying different types of customers with creative and knowledgeable solutions.
Timeline
Customer Service Officer
JetBlue Airlines
05.2021 - 07.2023
Customer Service Representative
MT Insurance Services
12.2019 - 05.2021
Stocker
Walmart
12.2018 - 12.2019
Secondary -
South Cobb High School
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