Customer Service

Barbie L. Kinard 404 Aspen Creek Circle Apt. 304, Spartanburg, SC 29301 864-205-9084 barbieknrd@yahoo.com CUSTOMER SERVICE PROFESSIONAL Profile • More than 13 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. • Possess solid computer skills. • Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel, WordPerfect, Microsoft Word, CT DataTrac. Windows 97, XP, 2000 and Windows 7 • Ability to train, motivate, and supervise customer service employees. • A team player, acknowledged as “Total Quality Customer Service Professional.†• Develop plan, conduct audits and variance analyses, process daily and attendance reports and filings, and maintain/update accurate inventories. • Supervised a team of 22 agents Synopsis of Achievements • Increased first call resolution by 25% • Decreased escalation by 45% • Proactive planning led to notable increase in morale in Customer Service and Verification Departments. • Created customer satisfaction survey, drastically reducing potential problems. Employment Capital Management Greenville, SC 2012 - Present Customer Service / Verifications Supervisor • Work with 28 Customer Service agents in giving correct and detail information to customers concerning their accounts. • Support Customers in opening new accounts • Quickly and effectively solve customer challenges. • Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service. Modis/Windstream Telecommunication Greenville, SC 2011- 2011 Customer Service Agent • Worked with Account Representatives to complete customer service request process • Assist customers with any and all billing issues • Complete billing dispute and have appropriate corrections made to account • Maintain Quality Assurance at 95% Marathon Staffing Clinton, SC Account Representative • Performed background checks on New hires for employment • Processed application for New hires • Assist with payroll and attendance • Administered New hire Orientation Training Class Alorica Staffing / Samsung Greenville, SC Customer Service Agent • Inbound Call center • Assist Customer with troubleshooting equipment • Maintain above average in Quality at 90% • Set up service request for home repairs ESI Staffing/ Disney Jonesville, SC Customer Service Representative • Inbound Call Center • Assist customers with orders via online • Tracked packages • Payment processing Resurgent Capital Services Greenville, SC Performing Loan Consultant • Assist lenders and customers with payoffs and title searches • Payment processing • Inbound and Outbound Calls • Train New Hires • Processed Better Business Research for the company FGP/ Bi-Lo Corp. Greenville, SC Data Entry/ AR • Assist customer with billing issues • Inbound and Outbound calls • Completed weekly finance reports for Management Verizon Wireless Greenville, SC Customer Service Coordinator • Performed account research to resolved customers issues • Handle the upgrade of equipment • Troubleshooting equipment • Maintain Quality Assurance and Attendance at 95% • Train New Hires • Handled Billing Disputes and Defused Escalated Calls 2009-2010 2009-2009 2009-2009 2008-2009 2007-2008 2007-2007 2001-2006 Education Clinton High School Clinton, SC 1982 Business Coursed Piedmont Technical College, Greenwood, SC Office System Tech./Legal 1997 1 | Page

  • ID#: 78986
  • Location: Spartanburg, SC , 29301

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