KENYA GLAPION
Carriere
Summary
With over 20 years of experience in customer service, customer engagement, and data entry, I offer a wealth of skills to any organization. Expertise lies in efficiently managing customer interactions and ensuring satisfaction. Highly proficient in a wide range of computer programs, enabling seamless navigation of various software systems. Combining extensive industry knowledge with technical abilities to deliver exceptional results and contribute to team and project success.
Overview
19
19
years of professional experience
Work History
Emergency Dispatch Operator
ADT Security Services
Carriere
07.2021 - Current
- Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties
- Paying attention to detail while documenting alarm handling procedures within the alarm screens
- Completing alarm processing in accordance with departmental procedures
- Providing alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm call backs
- Receiving inbound calls related to alarm call back inquiries.
Customer Care Specialist
Assurant
07.2019 - 10.2020
- Handled in-bound calls from customers by researching and resolving loan-level inquiries in hazard insurance, mortgage banking, and property loss
- Successfully resolved customers' inquiries and concerns while showing empathy and initiative to truly understand each customer's current challenges to solve them and used my expertise to proactively help them avoid future challenges.
Sales & Service Consultant
Georgia Power Company
Decatur
03.2007 - 02.2015
- Interacted with customers to resolve billing complaints and questions
- Assisted customers with billing inquiries, completing payment arrangements, connecting and disconnecting electric service
- Completed orders for power outages
- Demonstrated mastery of customer service call script within specified time frames.
Education
High School - College Prep
Tucker High School
Tucker, GASkills
- Customer Service
- Call Center Experience
- Shift Management
- Cash Handling
- Store Management Experience
- Assistant Manager Experience
- Upselling
- Retail Management
- Leadership
- Data Entry Experience
Middle Initial
E-J
Timeline
Emergency Dispatch Operator
ADT Security Services
07.2021 - Current
Customer Care Specialist
Assurant
07.2019 - 10.2020
Sales & Service Consultant
Georgia Power Company
03.2007 - 02.2015
High School - College Prep
Tucker High School