Kendelle Graves
Long Beach
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
11
11
years of professional experience
Work History
Customer Care Executive
United Healthcare
Cypress
03.2022 - Current
- Communicated new products and services information to existing customers via email campaigns.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Adapted communication style to match customer needs, ensuring effective and empathetic customer interactions.
Customer Care Representative
Apex Systems
Laguna Niguel
02.2021 - 03.2022
- Standardized processes while efficiently guiding team members on protocols.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Implemented and developed customer service training processes.
- Managed supplier deliveries around client needs to increase client retention.
- Managed projects utilizing Salesforce alongside diverse CRM systems.
- Processed around 50 daily calls during an 8-hour work shift, maintaining adherence to timeliness standards each month.
Delivery Driver
Amazon
Hawthorne
06.2019 - 12.2019
- Decreased risks related to loads through strict compliance with traffic laws.
- Leveraged navigational tools to ensure accurate delivery completion.
- Ensured compliance with safety protocols in accordance with company standards.
- Fulfilled rapid delivery orders within strict schedules to accommodate client requirements.
- Loaded, secured, and unloaded cargo in a safe and timely manner.
Front Desk Receptionist
Planet Fitness
07.2018 - 05.2019
- Collected room deposits, fees, and payments.
- Confirmed appointments, communicated with clients, and updated client records.
- Tracked important information in Microsoft Excel spreadsheets and ran reports or generated graphs using data.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
Customer Service Representative
Paper Mart
01.2018 - 04.2018
- Investigated and resolved accounting, service and delivery concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
Living Spaces
03.2016 - 10.2017
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
Hostess
The Reef Restaurant
10.2014 - 12.2015
- Promoted business loyalty by fostering positive customer relationships.
- Answered customer questions about hours, seating, and menu information.
- Opened and closed seating sections according to volume of guests.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
Education
Associate of Science - Nutrition
Long Beach City College
Long Beach, CA05.2016
Associate of Science - Nutrition
Texas Southern University
Houston, TX05.2014
Skills
- Livechat Messaging
- Welcoming guests
- Senior Leadership Support
- Cataloging
- Order and refund administration
- Effective call management
- Account updates
- Problem solving
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
1
Timeline
Customer Care Executive
United Healthcare
03.2022 - Current
Customer Care Representative
Apex Systems
02.2021 - 03.2022
Delivery Driver
Amazon
06.2019 - 12.2019
Front Desk Receptionist
Planet Fitness
07.2018 - 05.2019
Customer Service Representative
Paper Mart
01.2018 - 04.2018
Customer Service Representative
Living Spaces
03.2016 - 10.2017
Hostess
The Reef Restaurant
10.2014 - 12.2015
Associate of Science - Nutrition
Long Beach City College
Associate of Science - Nutrition
Texas Southern University
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