Kanesne McDuffie
Greenville
Summary
Customer service professional with a strong 10 year background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Charter Communications, Time Warner Cable
06.2023 - Current
- Introduced innovative strategies for streamlining workflows, reducing average handle time without sacrificing quality.
- Reduced employee turnover by implementing targeted training programs and performance evaluations.
- Assisted/coach new hires in effectively using system tools and resources to resolve customer concerns, billing, and de-escalation skill
- Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Achieved high customer retention rates through consistent follow-up and proactive communication.
Senior Customer Service Representative
Global Lending Services LLC
02.2019 - 06.2023
- Recognized as a top performer in the department due to exceptional results in both individual contributions and teamwork initiatives.
- Balanced multiple priorities effectively while maintaining strong attention to detail in all aspects of work.
- Assisted customers with financial education resources, empowering them to make informed decisions about their debts.
- Exceeded performance metrics consistently, contributing to overall team success in meeting or surpassing targets.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
Education
Bachelor of Science - Management
South Carolina State University
Orangeburg, SC06-2019
Skills
- Microsoft outlook, word, and Excel
- Customer service
- Customer relationship management (CRM)
- Advanced computer proficiency (PC and mac)
- Account management
- Call center management
- Data entry
- Confidentiality assurance
- Data verification expertise
- Telephone etiquette
- Appointment scheduling
Languages
English
Full Professional
Spanish
Timeline
Customer Service Manager
Charter Communications, Time Warner Cable
06.2023 - Current
Senior Customer Service Representative
Global Lending Services LLC
02.2019 - 06.2023
Bachelor of Science - Management
South Carolina State University
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