Kenneth Dial
Fayetteville,NC
Summary
Dedicated customer service representative with 15+ plus years of experience. Capable of handling 100+ calls or emails daily to assist with consumer needs in a timely manner. Committed to providing excellent customer service and going above and beyond to satisfy their needs. Pursuing a Full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
18
18
years of professional experience
Work History
Tier 3 Customer Service
Hamilton Beach Brands, Inc.
Southern Pines, NC
10.2017 - Current
- Achieved high customer satisfaction by effectively managing over 100 daily interactions through phone and electronic systems.
- Resolved billing inquiries, account updates, and order issues while maintaining professionalism in sensitive situations.
- Maximized efficiency by utilizing CRM systems like Salesforce, Zendesk, and Freshdesk for accurate documentation and swift issue resolution.
- Contributed to team success through diligent data entry, reporting, and process improvements that upheld service quality standards.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Administrative Assistant
Trident Marketing
Aberdeen, NC
07.2008 - 10.2017
- Oversaw customer communication related to billing and payroll inquiries, managing refunds and cancellations effectively.
- Maintained comprehensive financial and customer records, promoting accuracy in data entry across multiple platforms.
- Supported office operations and facilitated documentation and reporting processes to enhance efficiency.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Education
Bachelor of Science - Healthcare Administration
Columbia Southern University
Orange Beach, AL05-2019
Skills
- Customer Service Leadership
- Team Coaching
- Call Center QA
- KPI Tracking
- CRM Systems
- Microsoft Office
- Conflict Resolution
- Time management
- Attention to detail
- Multitasking
- Excellent communication
- Critical thinking
- Organizational skills
- Verbal communication
- Problem resolution
- Decision-making
Timeline
Tier 3 Customer Service
Hamilton Beach Brands, Inc.
10.2017 - Current
Administrative Assistant
Trident Marketing
07.2008 - 10.2017
Bachelor of Science - Healthcare Administration
Columbia Southern University