Keshia Gaskins
Temple Hills
Summary
Personable customer service representative with a strong background in cross-training teams and enhancing customer satisfaction. Demonstrated success in utilizing CRM tools and analyzing data to improve business performance. A dedicated team player committed to fostering positive client relationships and contributing to organizational success.
Overview
25
25
years of professional experience
Work History
Customer Service Supervisor
Thrift Stores Incorporated
02.2003 - Current
- Processed customer service requests via phone support and email support
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Cross trained in multiple departments to know all company needs and train new employees.
- Noted customer correspondence in CRM to track requests, problems and solutions.
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Analyzed and updated all necessary changes to Salesforce software
- Audited internal data and processes to identify and manage initiatives, improving business performance.
- Recommended metrics and models based on observed trends.
- Worked with internal teams to understand business needs and changing strategies.
Data Entry/Account Administrative Representative
Thrift Stores Incorporated
12.2002 - 02.2003
- Successfully entered data into company database and validated the accuracy of valuable company information
- Compiled data reports, updated database with company findings, and ensured data integrity through regular backups
- Facilitated data entry across departments, adapting quickly to new project requirements.
- Used and analyzed data from automated information aggregators to update the database
- Executed administrative tasks to support business solutions implementation
Customer Services Representative
Thrift Stores Incorporated
10.2001 - 12.2002
- Resolved complex customer issues by collaborating with staff and implementing targeted solutions.
- Cross trained in multiple departments to process customer service requests via phone, email, or live chat.
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Facilitated troubleshooting and navigation for customers using company website/mobile app and digital tools.
- Tracked customer requests, problems, and solutions by documenting correspondence in CRM.
- Assisted customers by providing confirmations, answering questions and offering general information.
Education
BUSINESS ADMINISTATION -
BOWIE STATE UNIVERSITY
Bowie, MD06-2026
BUSINESS MANAGEMENT -
ELEANOR ROOSEVELT HIGH SCHOOL
Skills
- Efficient and Detail-Oriented
- Technical Support
- Medical Insurance Rep
- Supervisory Experience
- Sales
- Email Support
- Salesforce
- Zendesk
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Data Entry
- CRM Software
- LiveChat Support
- Microsoft Office
- Billing
Timeline
Customer Service Supervisor
Thrift Stores Incorporated
02.2003 - Current
Data Entry/Account Administrative Representative
Thrift Stores Incorporated
12.2002 - 02.2003
Customer Services Representative
Thrift Stores Incorporated
10.2001 - 12.2002
BUSINESS ADMINISTATION -
BOWIE STATE UNIVERSITY
BUSINESS MANAGEMENT -
ELEANOR ROOSEVELT HIGH SCHOOL