Kanesne McDuffie
Summary
Professional customer service manager prepared for leadership roles. Proven ability to drive revenue growth and enhance client relationships. Strong focus on team collaboration and achieving results. Known for adaptability, strategic planning, and effective communication. Skilled in market analysis, lead generation, and customer negotiation.
Overview
5
5
years of professional experience
Work History
Business Telemarketing Sales Manager
Charter Communications, Spectrum
06.2023 - Current
- Managed and motivated employees to be productive and engaged in work.
- Handled 200+ outbound calls daily in a fast-paced environment, with duties of adding revenue to existing customers, new acquisition customers, and presenting relevant product information
- Delivered efficient support to Customer Pro and specialist in chat interactions
- Exceed KPI for revenue initiatives and retention by teaching the ability to discover root causes and overcome objections
- Assisted/coach new hires in effectively using system tools and resources to resolve customer concerns, billing, and de-escalation skills
- Facilitated team huddles, meetings, and chats, to stay engaged with peers to ensure customers are provided with the best solutions
- Appointed management support roles in absence of supervisor, to assist teams of 12 or more
- Increased sales revenue by developing and implementing effective sales strategies.
Customer Service Manager
Global Lending Services LLC
02.2020 - 08.2023
- Dynamic leader/ manager and strategic decision-maker with a proven track record
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Education
Bachelor - Business Management
SC STATE UNIVERSITY
South Carolina08.2023
Skills
- Team leadership
- Complex Problem-solving
- Conflict resolution
- Technical problem solving
- Customer service
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Aegis CRM
- Phone etiquette
- Appointment scheduling
- Billing management
Languages
Spanish
Professional Working
Timeline
Business Telemarketing Sales Manager
Charter Communications, Spectrum
06.2023 - Current
Customer Service Manager
Global Lending Services LLC
02.2020 - 08.2023
Bachelor - Business Management
SC STATE UNIVERSITY
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