Theresa Kamara
Reisterstown
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
MedStar Health
01.2021 - 01.2023
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Call-center-representative
Baltimore City Action Partnership
02.2019 - 08.2021
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services
- Completed over 500 outbound calls per shift
- Educated customers on company systems, form completion and access to services.
- Resolved concerns with products or services to help with retention and drive sales.
- Engaged in learning and development opportunities to promote continued performance improvement.
Virtual Customer Service Representative
Five Star Call Center
05.2018 - 03.2019
- Answered live online chats to give quick answers and solve problems faster.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.
- Followed-up with online price quotes via email and phone to answer questions and close sales.
- Assisted clients with product questions to facilitate online ordering process.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
Front Desk Receptionist
Professional Health Care Resources
06.2016 - 01.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Transcribed phone messages and relayed to appropriate personnel.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees and payments.
Education
Associate of Arts - Hospitality Administration And Management
Baltimore City Community College
05.2022
High School Diploma -
Franklin High School
06.2014
Skills
- 3 years of customer service experience (preferably in a call center)
- Inbound and outbound calling experience (primarily inbound)
- Ability to work in a structured/matrix environment following set guidelines
- Strong interpersonal, verbal, and written communication skills
- Building trust and rapport with customers quickly
- Proficiency in PC navigation and data entry
- Handling high call volumes efficiently under pressure
Additional Information
Desired job type : Full time, or part time
Desired work schedule Monday-Friday
Timeline
Customer Support Specialist
MedStar Health
01.2021 - 01.2023
Call-center-representative
Baltimore City Action Partnership
02.2019 - 08.2021
Virtual Customer Service Representative
Five Star Call Center
05.2018 - 03.2019
Front Desk Receptionist
Professional Health Care Resources
06.2016 - 01.2018
High School Diploma -
Franklin High School
Associate of Arts - Hospitality Administration And Management
Baltimore City Community College
Similar Profiles
Courtney JaberiCourtney Jaberi
Human Resources Business Partner at MedStar HealthHuman Resources Business Partner at MedStar Health
Amanda WrightAmanda Wright
HR Business Partner at MedStar HealthHR Business Partner at MedStar Health
Gregory HamiltonGregory Hamilton
Maintenance Supervisor at MedStar HealthMaintenance Supervisor at MedStar Health