Shaelyn Kinder
Greenbelt,MD
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Customer Success Associate
Cybrary
02.2023 - Current
- Streamlined the onboarding process for new customers, ensuring timely product setup and seamless integration.
- Collaborated with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
- Developed tailored solutions for clients based on their unique needs, fostering long-term relationships and loyalty.
- Building and nourish in-depth and long-term relationships with existing and new clients, both domestic and international;
- Manage a portfolio of 357 small business accounts totaling in the amount of $1.1 million.
- Maintain a minimum quarterly communications with customers and ensuring continuous engagement while providing expert advice regarding product features, usage, and best practices, enhancing their overall experience with the company.
- Participated in internal meetings to provide valuable feedback from clients that informed product development decisions and improvements.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintaining and exceeding 85% customer retention through renewal and expansion goals while proactively contacting customers before expiration dates to ensure continuous service uninterrupted by contract lapses.
Customer Experience Associate
Cybrary
02.2022 - Current
- Determine and verify customer questions to solve common problems.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
- Suggested operational improvements to enhance quality, improve production times and reduce costs.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Provided personalized assistance to customers, tailoring solutions to best meet their individual requirements.
- Increased customer retention rates through consistent delivery of outstanding service experiences.
- Managed approximately 50 incoming emails per day from customers
Senior Customer Service Representative Lead
CoStar
12.2014 - 11.2021
- Customer's first point of contact for any questions related to products, research, billing, etc.
- Performed Email Audits.
- Conduct Candidate Interviews
- Conducted regular call performance reviews for team members, identifying strengths and areas for growth to enhance individual development plans.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
- Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and customers.
- Assist customers with usage of applications including problem-solving applications and network related issues.
- Enter actions for all client contact in the Company's database including notes detailed enough that subsequent users can track your actions.
- Reviewed the incoming emails and assigned work to the team to maintain an email flow.
- Provided expert product knowledge to customers, assisting them in making informed decisions that met their needs and preferences.
- Managed approximately 100 incoming calls, emails per day from customers.
Education
No Degree - Journalism, Print
Lincoln University
Lincoln University, PANo Degree - Fashion Journalism
Academy of Art University
San Francisco, CASkills
- Product Knowledge
- Technical Support
- Billing Inquiries
- Customer Relations
- Professional telephone demeanor
- Complaint resolution
- Client Relationships
- Inbound and Outbound Calling
- Troubleshooting Technical Issues
- Quality Management
- Livechat Messaging
Timeline
Customer Success Associate
Cybrary
02.2023 - Current
Customer Experience Associate
Cybrary
02.2022 - Current
Senior Customer Service Representative Lead
CoStar
12.2014 - 11.2021
No Degree - Journalism, Print
Lincoln University
No Degree - Fashion Journalism
Academy of Art University
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