Kourtnei Hamer
Portage
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Administrative Assistant
Winn Property Mgmt
08.2021 - Current
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
Team Leader - CRS
Teleperformance USA
03.2018 - 05.2020
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
Customer Service Representative
NWI Times
10.2015 - 03.2018
- Answer all inboun calls
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Customer Service Representative
Focus Services
07.2011 - 09.2015
- Answer all inbound calls.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
General Studies
Donald E Gavit
Hammond IN 06-2010
Skills
- Customer service
- Data entry
- Computer skills
- Office administration
- Administrative support
- Microsoft Word
- Time management
- Microsoft Excel
- File organization
- Microsoft outlook
- Customer and client relations
- Computer proficiency
- Filing
- Customer relations
- Critical thinking
- Strong problem solver
- Scheduling
- Documentation and recordkeeping
- Office management
- Database entry
- Verbal communication
- Deadline oriented
Timeline
Administrative Assistant
Winn Property Mgmt
08.2021 - Current
Team Leader - CRS
Teleperformance USA
03.2018 - 05.2020
Customer Service Representative
NWI Times
10.2015 - 03.2018
Customer Service Representative
Focus Services
07.2011 - 09.2015
General Studies
Donald E Gavit
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