Kennedy Drake
Phoenix
Summary
Detail-oriented and highly motivated Remote Customer Service Professional with extensive experience supporting diverse clientele in e-commerce, healthcare, retail, and digital industries. Adept at managing complex customer inquiries, leveraging CRM tools such as Zendesk and Salesforce, and maintaining high customer satisfaction in fast-paced remote environments. Exceptional problem-solving, communication, and time management skills with a proven ability to handle sensitive data in compliance with HIPAA standards. Passionate about delivering empathetic, efficient service while contributing to team goals and company success.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Liveops
03.2023 - 08.2024
- Created detailed reports on customer feedback for management review.
- Recorded all customer interactions into the database system accurately and completely.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Provided inbound support for clients in retail and service industries, resolving issues related to scheduling, billing, and general inquiries.
- Utilized multiple software platforms to deliver timely and accurate solutions to customer problems.
- Demonstrated strong self-discipline, time management, and a calm demeanor under pressure in a performance-driven remote environment.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Participated in team meetings to discuss strategies for improving customer experience.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Investigated customer complaints regarding product quality or service rendered.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Identified areas of improvement in existing processes or procedures used for providing support services.
Chat and Email Support Agent
ModSquad
11.2022 - 05.2023
- Delivered customer support via live chat and email, troubleshooting product and account-related issues for digital brands.
- Employed tools like Intercom and Freshdesk to respond to tickets, monitor metrics, and report recurring problems.
- Adapted quickly to new client systems and workflows in fast-paced projects within the entertainment and fashion industries.
Remote Customer Service Representative
Working Solutions
09.2021 - 05.2022
- Delivered personalized support to customers across e-commerce and healthcare sectors using CRM tools like Zendesk and Salesforce.
- Resolved order issues, processed refunds, managed accounts, and handled escalations with professionalism and empathy.
- Maintained confidentiality and ensured compliance with HIPAA regulations when managing sensitive information.
- Consistently achieved high customer satisfaction scores and surpassed productivity benchmarks in a fully remote setting.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
- Implemented innovative methods for streamlining the customer service process.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided accurate information about products and services to customers.
- Answered customer inquiries via phone, email, and chat.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
Education
High School Diploma -
CDA
Cincinnati, OH05-2023
Skills
- Customer service
- Technical support
- CRM software
- Data analysis
- Process improvement
- Complaint resolution
- Time management
- Effective communication
- Team collaboration
- Product knowledge
- Vendor coordination
- Issue troubleshooting
- Customer relationship management
- Feedback reporting
- Order management
- Email management
- Data entry
- Multitasking and organization
- Remote support tools
Certification
- Customer Service Excellence Certification
- HIPAA Compliance Training
Timeline
Customer Support Specialist
Liveops
03.2023 - 08.2024
Chat and Email Support Agent
ModSquad
11.2022 - 05.2023
Remote Customer Service Representative
Working Solutions
09.2021 - 05.2022
High School Diploma -
CDA