Customer Service Representative

Kelley E Kolbus


612 E Pennsylvania Ave Deland, FL 32724


386-215-3922


Cbabies1306@gmail.com

























Professional Profile



 


Most of my experience is in customer service. My goal is to always go above and beyond for my customers so not only are their needs met but that they feel like they were all that mattered during that time period. I have great rapport with my customers because of that. I’m also a very quick learner and pick up ideas, concepts and practices easily and would be a great addition to any team.  




  • 5+ years of customer service experience

  • 5 years of call center experience

  • Multiline phone communications, 5+ years

  • 2 years of managerial experience

  • Knowledgeable in proper and effective reporting and record keeping practices based upon position needs

  • Extensive experience in conflict resolution and de-escalation practices

  • Consistently able to engage and interact with customers/individuals with a friendly demeanor and without hesitation

  • Proficient in Microsoft Office

  • Strong typing skills, 30+ wpm

  •  


 

Professional Experience



 


MT Propeller USA, 1180 Airport Terminal Dr Deland, FL 32724


Office Assistant


June 2016 – November 2016


 


       Responsibilities:



  • Directing inbound calls through a multi-line phone system

  • Making outbound calls to customers and vendors as needed

  • Assisting management as needed

  • Creating and sending purchase orders for the business as well as distributors

  • Maintaining inventory

  • Shipping and receiving of product

  • Processing customer payments

  • Create invoices, purchase orders, receipts, and estimates, maintain inventory, etc  in Quickbooks


 


Frontier Communications, 1398 S Woodland Blvd Deland, Fl 32720


Customer Service Representative – Multiple Departments


August 2008 – August 2013


 


Responsibilities:



  • Taking inbound customer calls

  • Auditing active customer accounts

  • Handling customer complaints and issues

  • Issuing approved refunds to customers

  • Determine customer eligibility for refunds

  • Handling fraudulent refund claims

  • Using suggestive selling to upgrade customers on a commission basis

  • Entering and removing promotional billing codes

  • Using de-escalation practices to handle upset customers

  • Using company practices and guidelines for customer retention


 



 


Picture Me Portraits, 2400 Veterans Memorial Parkway Orange City, FL 32763


Manager


July 2006 – June 2007


 


Achievements:



  • Promoted to Manager


       Responsibilities:


 




  • Setting appointments for customers via phone and walk in

  • General studio cleaning and upkeep

  • Consulted with customers over desired outcome and products

  • Commission based up selling of products

  • Using creativity and ingenuity to setup scenes and shots for the customers

  • Handling and mailing film using regular industry practices

  • Cleaning and maintaining all photography equipment

  • Creating and sending purchase orders for studio needs

  • Creating weekly schedules for employees

  • Tendering out customer orders via cash, check and debit/credit card

  • Nightly balancing and reporting of studio income and expenses

  • Weekly conferences with District Manager


 






























McDonald’s, 102 E International Speedway Blvd Deland, FL 32724


Crew Member


March 2005 – November 2005


 


Responsibilities:



  • General restaurant and restroom cleaning and upkeep

  • Cleaning and maintaining all food equipment and utensils

  • Keeping back room and service line areas properly stocked

  • Placing customer orders at the front counter and drive thru cash registers

  • Preparing customer orders to specifications

  • Checking all orders before going out to customers for accuracy


 


 


 



Education



 


Daytona State College, Deland, FL


Degree in progress


Major – Psychology


 


Deland High School, Deland, FL


High School Diploma obtained


May 2002


 



Interests/extracurricular



 


I’m a mother of three beautiful children. I enjoy gardening, photography, reading and DIY projects. I’m currently studying for a degree in psychology. I also like to cook and spend time outdoors with my kids.


 


 


 


 


 


 


 


 


 



References



 


Beka Jamieson


Teacher – Deltona High School


386-337-1604


 


Jen Jones


Frontier Communications


386-837-1572


 


Nicole LaBarre


Waitress


386-290-1024


 



 



 


 

  • ID#: 132898
  • Location: Deland, FL , 32724

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